Sales Team Leader- Contact Center

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Team Leader, Sales, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:

• Responsibility for the successful day-to-day running of a Contact Centre Sales Team, using strong leadership to motivate, engage and coach colleagues to deliver exceptional guest service and achieve KPIs.
• Working closely with the CCO Sales Manager to implement sales strategies that increase conversion, marketing consent, revenue and CCO share in line with the overall brand strategy.
• Managing team performance through regular reviews, 1:1s, team meetings, call monitoring and calibration, identifying training needs and embedding process changes consistently.
• Owning guest escalations and pre-cruise complaints through to resolution, while using guest feedback and performance trends to influence business improvements.

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10, offered as a full-time position, on a permanent basis, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Team Leader, Sales within the Contact Centre Operations team, we're looking for:

• Previous experience in a leadership or management role, with the ability to coach, motivate and support others.
• A sales background and experience of working within a customer service team.
• Proven success in handling escalations and solving problems proactively.
• Confident written and verbal communication skills, with the ability to work collaboratively and influence stakeholders at all levels.

About You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who:

• Speak up, share ideas and raise concerns constructively.
• Respect different perspectives and follow procedures that protect colleagues, guests and Carnival UK’s reputation.
• Communicate openly, honestly and clearly, while listening and learning from experience and others.
• Bring energy and enthusiasm, empower others and share ownership of tasks and outcomes.

Why Join Us?

Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you.

Read our employee experience guide to learn more about life as a Carnival UK colleague here.

Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• Annual bonus
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Company paid private medical and dental insurance and health assessment

Ready to Lead?

If guiding a guest experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success.

Recruitment Journey

For more information on your recruitment journey, please visit our Candidate Journey Map.

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#Job Functions:  Management; Sales; Customer Service

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