Communication & Engagement Manager (Contact Centre)

Job Description

We take enormous pride in bringing to life P&O Cruises and Cunard – two of Britains most iconic brands. Our Contact Centre Operations (CCO) team is looking for a Communication & Engagement Manager, a pivotal role in shaping how we connect, engage, and inspire our people. Youll be at the heart of creating an exceptional employee experience that supports our vision and values. 

Role OverviewAs Communication & Engagement Manager, youll lead strategies that drive employee satisfaction and retention across CCO and Guest Relations, as well as overseeing the onboarding of new teams. From planning CCO-wide events, managing ship visits and familiarisation trips, to creating compelling content for multiple channels, youll be the voice that keeps our teams informed, motivated, and connected. 

Youll combine strategic planning with strong stakeholder management to align engagement activities with business priorities and key projects, as well as representing CCO in wider Carnival UK forums.  This role requires a balance of creativity, leadership, and operational understanding to deliver long-term success.

Your Accountabilities will include:

Develop and execute communication and engagement strategies that support CCO objectives.Plan and host in-office and virtual events that bring our culture to lifeOversee onboarding processes, as well as planning and delivering against recruitment forecastManage ship visit and familiarisation programmes, driving engagement and brand connection.Collaborate with internal communications and project teams to deliver consistent messaging

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK07 and is offered on a full time permanent basis, with hybrid working in our Southampton office, including up to two days from home

Requirements: Your Expertise and Leadership

To thrive as a Communication & Engagement Manager within the CCO team, were looking for:

Excellent written and verbal communication skills – able to turn complex messages into clear, engaging language and for a diverse audience.Leadership capability – able to inspire, coach and manage a team effectivelyStrategic planning and project management skills to deliver longer term initiatives.Ability to build strong stakeholder relationships and influence at all levels.

 

About You: A Catalyst for Change

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

Engage and empower others, creating an environment where people do their best work.Demonstrate accountability and commercial awareness in decision-making.Brings energy and clarity to communication, inspiring teams to achieve. Embrace innovation and continuous improvement.

Why Join Us?

Working with us is about more than a job. Its about creating unforgettable holiday happiness for our guests and a fulfilling career for you. Read our employee experience guide to learn more about life as a Carnival UK colleague.

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

Our benefits package reflects our commitment to your wellbeing and includes: •    Employee Discounted Cruising plus Friends and Family offers•    Recognition scheme with prizes and awards•    Regular office events including live entertainment, lifestyle events and charity partner fundraisers•    Extensive learning and development opportunities•    Employee-led networks•    Employee Assistance and Wellbeing programmes•    Company paid Health Cash Plan 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•    Minimum 25 days leave, bank holiday allowance and holiday trading scheme•    Contributory Defined Contribution Pension scheme

Take the next stepReady to inspire and engage? Apply now and be part of a team that makes every day extraordinary.Due to the popularity of our roles and our commitment to finding the best talent, we might close applications earlier than advertised. Dont 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 JourneyFor more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.

#Job Functions:  Customer Service; Strategy / Planning; Public Relations

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About Us

Holidays are one of lifes 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 worlds largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britains rich seafaring heritage, P&O 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.Its through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travels Employer of Choice.