We take pride in bringing to life P&O Cruises and Cunard, two iconic brands from Britain’s seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is seeking a Contact Centre Partnership Helpdesk Manager to support our CCO direction and foster a high-performing team.
Your responsibilities include:
1. Managing the daily operation of the Partnership Helpdesk through team leaders to meet travel agent support needs and departmental KPI targets.
2. Leading, motivating, engaging, and coaching staff; reviewing and developing team leaders to optimize performance of Partnership Helpdesk Advisors.
3. Encouraging and supporting initiatives focused on engagement and commitment, including CCO vision, D&I, and People Promise.
4. Representing the internal voice of our Travel Agent Partners, ensuring clarity of process and policy, and maintaining ease of doing business.
5. Proposing improvements to the brands' sales teams and collaborating closely to enhance overall performance in the B2B domain.
This role is classified as CUK07, positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President). It is a full-time, permanent position with a hybrid work model allowing up to two days from home.
Requirements: Your Expertise and Leadership
To succeed as a Contact Centre Partnership Helpdesk Manager, we are looking for:
* Experience in contact centre management
* Strong people-facing management skills
* Ability to operate in a fast-paced, changing environment
* Proven relationship management skills
About You: A Catalyst for Change
We value diversity and are interested in candidates who:
* Manage through managers
* Possess stakeholder management skills
* Have good analytical and numerical skills
Why Join Us?
Working with us means creating unforgettable holiday experiences and building a fulfilling career. Our benefits include:
* Employee discounts on cruises and special offers for friends and family
* Annual bonus
* A welcoming environment with support during onboarding
* Regular events, learning opportunities, and wellbeing programmes
* Minimum 25 days leave plus bank holidays and holiday trading
* Employee-led networks and recognition schemes
* Comprehensive pension, private medical and dental insurance, life assurance
* Parental and adoption leave, employee share plans, and schemes supporting sustainable transport
* Onsite restaurant and discounts on retail and leisure
Ready to Lead?
If leading a guest experience team excites you, we want to hear from you. Apply now and make a difference with us.
Recruitment Journey
Learn more about our recruitment process at https://bit.ly/CUKCandidateJourney.
#Job Functions: Customer Service; Management; Sales;
About Us
Holidays are one of life’s greatest pleasures. Cruising offers relaxation, exploration, and unforgettable experiences. Carnival UK, home to P&O Cruises and Cunard, is dedicated to delivering joy and adventure, with a rich history of over 350 years. We strive to be Travel’s Employer of Choice by fostering a culture of safety, sustainability, diversity, and excellence.
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