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- Tasks: Lead and develop a high-performing outbound contact centre team to achieve sales and service excellence.
- Company: Join Princess Cruises, a leader in personalised travel experiences and exceptional guest service.
- Benefits: Enjoy employee discounts, health plans, extensive training, and a minimum of 25 days leave.
- Why this job: Be part of a vibrant community that values growth, creativity, and work-life balance.
- Qualifications: Experience in leading sales and customer service teams; creativity and initiative are key.
- Other info: Hybrid working model with regular office events and a supportive culture.
The predicted salary is between 36000 - 60000 £ per year.
Princess Cruises is in search of an Outbound Contact Centre Team Leader who is crucial in supporting our direction and nurturing a high-performing team.
The Outbound Contact Team Leader is responsible for leading, managing, and developing our talented team of Personal Cruise Specialists. In this pivotal role, you will provide day-to-day team management, line management, and coaching, fostering a culture of excellence and driving performance to achieve commercial targets and productivity KPIs.
Working closely with other Team Leaders and the wider Guest Services team, you will ensure seamless operations, optimize workloads, achieve service levels, meet profitable growth targets, all to deliver exceptional guest experiences.
Your accountabilities will include:
- Responsible for the successful daily running of all areas within the Contact Centre, primarily Outbound, but additionally supporting Inbound, Webchat & Air, where required.
- To regularly review individual’s performance & develop team members through strong leadership, motivation, engagement, coaching & training techniques, to drive sales & consistently deliver excellent customer service.
- Responsible for ownership of the guest experience by providing feedback and solutions to influence business change and success.
- Create team identity through inspirational leadership.
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10 offered as full-time position, on a 12-Month fixed-term basis, with hybrid working in our Southampton office, a minimum of 2 days per week.
Requirements: Your Expertise and Leadership
To thrive as an Outbound Team Leader within the team, we are looking for:
- Experience leading, developing and managing a high performing sales and customer service team through coaching and strong people management.
- Initiative and creativity to build a winning, fun environment which drives sales performance.
- Experience of running the daily operation of a Contact Centre.
- Knowledge or previous use of Salesforce is advantageous but not essential.
Why Join Us?
Working within our Princess team 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, bank holiday allowance and holiday trading scheme.
Take the Next Step
Our hiring team values 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.
Recruitment Journey
For more information on your recruitment journey, please visit Candidate Journey Map.
About Us Holidays are one of life’s greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.
In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.
As part of Carnival Corporation, 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, equality 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. Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many. Join us on our journey - apply now.
Princess Cruises Contact Centre Team Leader - Outbound 12 Month FTC/Secondment in Eastleigh employer: Carnival Corporation & Plc
Contact Detail:
Carnival Corporation & Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Princess Cruises Contact Centre Team Leader - Outbound 12 Month FTC/Secondment in Eastleigh
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Princess Cruises' values and mission. This will help you connect your experience with what they stand for, making you a more appealing candidate.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team to success or improved performance. Be ready to share these during your interview to showcase your skills as a Team Leader.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Princess Cruises.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Princess community.
We think you need these skills to ace Princess Cruises Contact Centre Team Leader - Outbound 12 Month FTC/Secondment in Eastleigh
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading and developing teams. We want to see how you've motivated others and driven performance in previous roles.
Tailor Your Application: Don’t just send a generic CV! Tailor your application to reflect the specific skills and experiences that match the Outbound Contact Centre Team Leader role. We love seeing candidates who take the time to connect their background with our needs.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your achievements and experiences. We appreciate straightforward communication!
Apply Early!: We encourage you to apply as soon as possible. If we get a lot of applications, we might close the role early. So, don’t wait around – jump on our website and submit your application today!
How to prepare for a job interview at Carnival Corporation & Plc
✨Know Your Stuff
Before the interview, make sure you understand Princess Cruises' values and what makes them unique. Familiarise yourself with their services and how they prioritise guest experiences. This will help you align your answers with their mission and show that you're genuinely interested.
✨Showcase Your Leadership Skills
As a potential Outbound Contact Centre Team Leader, be ready to discuss your experience in leading and developing teams. Prepare specific examples of how you've motivated your team, driven performance, and handled challenges. This will demonstrate your capability to foster a high-performing environment.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to manage a contact centre. Think about past situations where you had to optimise workloads or improve service levels. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team culture, ongoing training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.