Contact Centre Training Specialist

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

**The Role**

The Contact Centre Training Specialist if responsible for designing, coordinating and delivering training to Contact Centre colleagues face to face and virtually. This includes induction training for new starters joining the Contact Centre, as well as training that has been identified from quality reports and further development needs.

Responsibilities include:

- Training Delivery and Induction - Design of training plans and materials for training and induction requirements for Contact Centre employees. Delivery of all training and assessments within required timescales. Develop engaging training programmes to support quality assessment requirements. Maintain relevant systems knowledge and continually evaluate plans and materials to ensure they align to business strategy
- Project Support - Supporting projects, working to project plans and timescales provided. Liaise with stakeholders to input and contribute ideas and solutions. Deliver to required outcomes
- Stakeholder Management
- Effectively communicate and collaborate with stakeholders to identify requirements and support learning manager to deliver
- Scheduling and Delivery - Coordination and administration of end to end course set up and completion. Support the design of learning materials and deliver soft skills training using a variety of methods, engaging participants to meet learning outcomes

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK12 and is offered on a full time, fixed term contract basis, with at least two days based in our Southampton office.

**About You**

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

- Learning design, development and some delivery of blended learning strategies.
- Administration and project management experience, ideally in the delivery of learning interventions and programmes

**Being part of our team has its advantages**

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help suport your personal and financial health and wellbeing.
- Home and office-based hybrid working (minimum two office days)
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- 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
- A friendly welcome with help settling in

**About Us**:

- Holidays 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, 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.

It’s through the successful delivery of these extraordinary tr