Job Description
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. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.
We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
The Role
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.
* Responsible for the successful day to day running of a Contact Centre Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs.
* Driving advisors to advocate for our brands, ensuring that we are easy for our Travel Agent partners to do business with and are supported in driving revenue and delivering a great guest experience.
* Ensure advisors maximize the opportunity to revenue generate across all guest and agent contact interactions, encouraging agents to self-serve where possible.
* Ensure advisors are up to date with policies, processes to enable them to effectively service our travel agents and guests.
Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK10 and is offered on a full time basis, with hybrid working at two days from our Southampton office.
About You
Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:
* Contact Centre Customer service experience in a leadership role.
* GCSE/O level English language and Mathematics or equivalent.
* Great communication skills.
* Organised.
Being part of our team has its advantages…
We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.
* Home and office-based hybrid working, working with 2 days per week in the office.
* Recognition scheme with prizes and awards.
* Employee Discounted Cruising plus Friends and Family offers.
* Regular office events including live entertainment, lifestyle events and charity partner fundraisers.
* Extensive learning and development opportunities.
* Employee-led networks.
* Employee Assistance and Wellbeing programmes.
* Company paid Health Cash Plan 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.
* Minimum 25 days leave, bank holiday allowance and holiday trading scheme.
* Contributory Defined Contribution Pension scheme.
* A friendly welcome with help settling in.
Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and aren’t able to consider applications once this happens.
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About Us
Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.
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