Job Description

Princess Cruises is in search of a Contact Centre Manager - a pivotal role in driving our UK & Europe guest experience and sales strategy. You’ll lead a high-performing team, shaping the future of our contact centre operations and delivering exceptional service across multiple channels.
This is a unique and exciting opportunity to fully emerse yourself in the pre-cruise guest journey, with a broad remit to work across multiple functions.

Your Accountabilities Will Include:

•    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.

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're looking for:

•    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

Why Join Us?
Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you.

Read our CUK-employee-experience-guide-July-2025.pdf

Our benefits package reflects our commitment to your wellbeing:
•    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

Ready to Lead?
If guiding a guest experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success.

Take the next step
Due to the popularity of our roles and our commitment to finding the best talent, we might close applications earlier than advertised. Don’t miss out on this opportunity to become part of a team dedicated to creating unforgettable holiday happiness. Apply today to start your journey with us.

Recruitment Journey
For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney

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#CUK 

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#Job Functions:  Customer Service; Other; Sales; 

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About Us

About the Team

One of the best-known names in cruising, Princess Cruises is the world’s leading international premium cruise line and tour company operating a fleet of 14 modern cruise ships, carrying two million guests each year to 330 destinations around the globe. In 2017 Princess Cruises, with parent company Carnival Corporation, introduced MedallionClass holidays enabled by the Medallion, the travel industry’s most advanced wearable device, provided free to each guest sailing on a MedallionClass ship. The award-winning innovation offers the fastest way to an effortless personalised holiday giving guests more time to do the things they love most. The company is part of Carnival Corporation & plc.  

Join us on our journey - apply now.