Overview
Princess Cruises is in search of a Contact Centre Manager - a pivotal role in driving our UK & Europe guest experience and sales strategy. You will lead a high-performing team, shaping the future of our contact centre operations and delivering exceptional service across multiple channels. This is an opportunity to fully immerse yourself in the pre-cruise guest journey, with a broad remit to work across multiple functions.
Responsibilities
* Leading the day-to-day performance of the UK & Europe Contact Centre, ensuring KPIs are met or exceeded across sales and service.
* Championing change and continuous improvement to enhance guest and travel agent experience.
* Developing and executing a training, coaching, and quality strategy in collaboration with internal stakeholders.
* Inspiring and developing leaders across the contact centre to foster engagement and performance.
* Proven experience in a guest-centric contact centre environment.
* Strong leadership in driving performance and engagement.
* Ability to manage change and influence senior stakeholders.
* Commercial acumen with experience in a large global company.
About You
A Catalyst for Change. We believe that diversity enriches our team. We're interested in candidates who:
* Are passionate about creating a winning, fun environment.
* Demonstrate initiative and creativity in problem-solving.
* Are committed to continuous improvement in a fast-paced setting.
* Role model our culture essentials with exceptional leadership skills.
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. Our culture, values and inclusion expectations describe the standards we have for ourselves and each other in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion. Our aim is to become Travel's Employer of Choice.
Team & Company Context
Princess Cruises is the world's leading international premium cruise line and tour company, operating a fleet of 14 modern ships and carrying guests to destinations worldwide. The company is part of Carnival Corporation & plc.
Position & Requirements
Positioned within our internal structure at CUK07, this is a full-time, permanent role offered on a hybrid basis, including up to two days working from home.
Requirements: Your Expertise and Leadership
To thrive as a Manager, Contact Centre within the Princess Cruises team, we seek candidates who are aligned with our employee experience and leadership expectations. Read our CUK-employee-experience-guide-July-2025.pdf
Benefits
* Employee Discounted Cruising plus Friends and Family offers
* Annual bonus
* Minimum 25 days leave, bank holiday allowance and holiday trading scheme
* Company paid private medical and dental insurance and health assessment
* Contributory Defined Contribution Pension scheme
* Electric Car and Cycle to Work schemes
* Extensive learning and development opportunities
* Recognition scheme with prizes and awards
* Employee Assistance and Wellbeing programmes
* Life Assurance
* Parental and adoption leave
* Employee Shares Plan
* Onsite restaurant and discounted retail & leisure via discounts portal
* Regular office events including live entertainment, lifestyle events and charity fundraisers
* Employee-led networks
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