Job Description

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Contact Centre Partnership Helpdesk Manager, who is crucial in supporting our CCO direction and nurturing a high-performing team. 

Your accountabilities will include:

• To manage the successful daily operation of the Partnership Helpdesk through a team of team leaders to ensure travel agent support needs are met and departmental KPI targets are achieved.
• Through strong leadership, motivating, engaging and coaching staff, ensuring the review and development of Team leaders to lead Partnership Helpdesk Advisors to perform as efficiently and effectively as possible.
• To encourage and support all people initiatives which include CCO vision/D&I/People Promise focussed to drive engagement and commitment across teams.
• Act as the internal voice of our Travel Agent Partners, ensuring that process and policy can be easily understood and that we remain easy to do business with
• Propose improvements to the Brands’ sales teams and work closely and collaboratively with them to improve the overall performance of CUK in the B2B domain.

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK07, offered as a full-time position, on a permanent basis, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Contact Centre Partnership Helpdesk Manager within the CCO team, we're looking for:

• Contact centre management
• Strong people facing manager
• Fast pace/ changeable environment
• Proven relationship management

About You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who:

• Managing through managers
• Stakeholder management
• Good analytical / numerical 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. Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• Annual bonus 
• A friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers 
• Extensive learning and development opportunities 
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan 
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

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. 

Recruitment Journey

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

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#Job Functions: Customer Service; Management; Sales;

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About Us