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 P&O Cruises Contact Centre Sales Team Leader, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:

• Responsible for the successful day to day running of a Contact Centre Sales Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
• Work closely with the CCO Sales Manager to implement sales strategies to increase conversion, marketing consent, revenue & CCO share in line with the overall brand strategy
• Ensure all sales activities are compliant within company policies and procedures
• Provide feedback and solutions to influence business change and success, working collaboratively with stakeholders at all levels
• Manage pre cruise complaints, taking ownership until fully resolved

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 12-month fixed term basis, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Contact Centre Sales Team Leader within the P&O Cruises team, we're looking for:

• Previous experience in a leadership or management role
• Sales background
• Experience of working in a customer service team
• Proven success in handling escalations
• Experience in coaching others
• Ability to support and motivate others
• Demonstrated ability to solve problems in a proactive manner

About You: A Catalyst for Change

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

• Travel agency or tour operator background
• Contact Centre background
• Guest facing experience

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
• A friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

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.

#Job Functions: Customer Service; Sales; Management;