Description The role of the Partnership Team Leader is to lead, manage, engage, and develop a team of advisors to meet or exceed KPIs across a range of contact channels. This role is key in supporting the delivery of the company goals and overall Contact Centre performance by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, delivering financial targets, and maintaining exceptional customer satisfaction results. Working with the Contact Centre Manager on the creation and delivery of the team strategy, creating an environment where the team can take proactive ownership of the guest journey, question working practices, and provide solutions to provide the best guest experience. Key Responsibilities Include: Ensure advisors maximize the opportunity to revenue generate across all guest and agent contact interactions, encouraging agents to self-serve where possible Manage pre cruise complaints, taking ownership until fully resolved in line with agreed compensation guidelines Ensure service levels are delivered, and optimum productivity is achieved through effective management of advisor time Work closely with the CCO Manager to Implement strategies to increase First Contact Resolution and a digital first approach line with the overall brand strategy This role is classified as CUK10 and is available on a full-time permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office. Requirements: What You Need to Succeed Successful candidates will possess: Contact Centre Customer service experience in a leadership role Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard. We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. About You: The Ideal Candidate You are more than just your CV. You're someone who brings: Professionalism Positive Attitude Team leadership Adaptability Why Join Us? Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being. Employee Discounted Cruising plus Friends and Family offers Recognition scheme with prizes and awards Regular office events including live entertainment, lifestyle events and charity partner fundraisers Extensive learning and development opportunities Employee-led networks Company paid Health Cash Plan and health assessment Discounted retail and leisure via discounts portal Minimum 25 days leave and bank holiday allowance Take the Next Step Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment. LI-Hybrid Job Functions: Customer Service; Other; sales; LI-KP1