Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests. As we continue to grow, we are now strengthening our Reservations team with a Contact Centre Team Leader in our Ipswich Head Office. This is a full-time permanent role, working 35 hours a week, based around a shift pattern between the hours of 8:30am - 6:00pm Monday - Friday and 9:00am - 5:00pm every other Saturday (A day off mid-week will be granted when a Saturday is worked) with Sunday overtime being available. The Reservations team play a crucial role in being the first point of contact for our cruise booking enquiries via telephone. They provide an exceptional level of Customer Service and are successful in confirming new cruise bookings with Guests and Travel Agents whilst effectively promoting all Fred. Olsen products. This is a chance to be part of a vibrant team, allowing you to lead and motivate a team of talented Cruise Consultants. Each booking is important to us, we are travel enthusiasts with a passion for cruising and value our guests. We want nothing but the best booking service for them leading up to their holiday. It is, therefore, our priority as a reservations team to provide a warm welcome for all enquiries and provide a service which goes above and beyond to confirm bookings for an unforgettable cruising experience onboard our ships. This is an exciting opportunity to influence a team of Cruise Consultants, where you will provide ongoing support, training and motivation to drive performance when the team are dealing with enquiries, successfully promoting and selling Fred. Olsen products. Working closely with the Reservations and Guest Services Manager, you will hold regular team meetings, 121s and performance reviews, alongside coaching and development, as well as answering calls and dealing with guest enquiries. As the successful candidate you will have strong motivational, communication and prioritisation skills along with a high level of accuracy. It would be desirable to have Call Centre experience and/or experience working within a leadership role looking after a team. However, this is not essential, we will provide the successful candidate with all the training, development and support needed to allow excellence in the role. The successful candidate will be rewarded with a fun working environment at our Head Office with opportunities to attend educational trips to travel and experience our beautiful ships. This role also offers the opportunity to earn more through a monthly bonus scheme. Attached to this advert you will find a detailed Job Profile and an overview of the staff benefits we offer. The starting salary for this position is £32,000 per annum. Fred. Olsen Cruise Lines offer a wide range of benefits including BUPA medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer. Our Values: We are caring - “We trust and care for each other, our guests and our environment” We are positive - “We live and share a positive attitude” We are real - “We are always ourselves and respect others” We are a team - “We are more than a team; we are a family” As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.