Contact Centre Manager- Princess Cruises

Overview

Princess Cruises is in search of a Contact Centre Manager - a pivotal role in driving our UK and 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.Accountabilities / Responsibilities

Leading the day-to-day performance of the UK and 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.Positioning and Employment Details

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

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

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.pdfBenefits

Employee Discounted Cruising plus Friends and Family offersAnnual bonusMinimum 25 days leave, bank holiday allowance and holiday trading schemeCompany paid private medical and dental insurance and health assessmentContributory Defined Contribution Pension schemeElectric Car and Cycle to Work schemesExtensive learning and development opportunitiesRecognition scheme with prizes and awardsEmployee Assistance and Wellbeing programmesLife AssuranceParental and adoption leaveEmployee Shares PlanOnsite restaurant and discounted retail and leisure via discounts portalRegular office events including live entertainment, lifestyle events and charity fundraisersEmployee-led networksReady 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 CUKCandidateJourney#LI-Hybrid#CUK#PCL#Job Functions:

Customer Service; Other; ..... full job details .....