Pre-cruise Experience

Princess Cruises is excited to announce an exciting opportunity to join our Pre-Cruise Customer Service team as a **Team Leader**. As a Team Leader, you will play a key role in driving team performance, ensuring service excellence, and fostering a high-performance culture. You will provide coaching and support to help team members reach their full potential, ensure departmental objectives are met, and continuously improve the guest experience. If you're passionate about coaching, motivating, and empowering teams, this is your chance to take the next step in your career.

**First things first, check out what we have on offer**
- Competitive base + super.
- This is a 100% remote working opportunity.
- Fantastic discount on cruises, onboard product launches, airline, and Hotel discounts through our partners.
- Click to see more benefits

**Your key responsibilities will include but are not limited to**:

- Coaching & Team Development - Provide coaching and training to empower team members, enhance skills, and build confidence in handling pre-cruise escalations.
- Foster a collaborative environment between your team and the contact centre where open communication is celebrated, and constructive feedback are viewed as opportunities to improve.
- Service Quality & Guest Experience - Conduct monthly quality assurance checks, promote service excellence, and identify opportunities for guest experience improvements.
- Performance Management - Lead your team to meet business objectives, KPIs, and company strategies while ensuring a high standard of professionalism.
- Administration & Compliance - Oversee schedule compliance, monitor real-time availability, manage attendance, and handle payroll-related tasks.
- Reporting & Analysis - Provide weekly reports to senior management, track team performance data, and identify training needs for continuous improvement.
- Change Management & Innovation - Lead and implement change initiatives, encourage innovation, and ensure the team adapts effectively to evolving business needs.
- Customer Focus - Drive exceptional service standards and foster strong relationships with guests and stakeholders.

**About You**

You are a natural leader with a proven ability to inspire and develop teams. You are highly organised, results-driven, and passionate about delivering outstanding customer experiences. You thrive in a fast-paced, dynamic environment and have the resilience to manage change, meet targets, and drive continuous improvement.

**To be successful in this role, you must have**:

- 3 years' experience in a leadership role within a contact centre or customer service environment, ideally with experience managing remote working teams. Strong coaching and mentoring skills, with a passion for team development.
- Excellent communication skills (written, verbal, and listening), with the ability to influence and engage teams.
- A customer-focused mindset, ensuring service excellence and continuous improvement.
- Strong analytical and problem-solving skills, with the ability to use data to drive performance.
- Experience managing team KPIs and reporting on key performance metrics.
- A proactive approach to change management and innovation, driving business improvements.
- Exceptional organisational and time management skills, with the ability to prioritise tasks effectively.
- Resilience and adaptability, capable of working under pressure while maintaining high service standards.

We're looking for a motivated, dynamic leader who thrives in a fast-paced, customer-focused environment. If you have the right attitude, strong work ethic, and leadership experience, we encourage you to apply