Contact Centre Manager- Princess Cruises

Job DescriptionPrincess 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 immerse 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 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.

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 and 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 the

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About UsHolidays 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, PandO Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.About the TeamOne 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.

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