Contact Centre Training Specialist

Costa Crociere S.p.A.; Southampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A cruise line company in Southampton seeks a Contact Centre Training Specialist to develop and deliver training programs for its team. This full-time role encompasses preparing engaging content and facilitating training sessions to enhance customer service skills. Ideal candidates are experienced in hotel, tourism, or cruise sectors and possess strong project management skills. The position offers a hybrid work model and extensive benefits, including employee discounts and wellness programs.

Benefits

Employee Discounted Cruising

Extensive learning and development opportunities

Minimum 25 days leave

Contributory Pension scheme

Company paid private medical and dental insurance

Onsite restaurant

Life Assurance

Qualifications

• Experience in hotel, tourism, and/or cruise sector.
• Proven skills in instructional design and training methodologies.
• Strong project management skills.

Responsibilities

• Design interventions that cater to the audience and environment.
• Develop engaging training programmes that meet quality assessments.
• Deliver training on various topics across all functions in the CCO.

Skills

Instructional design

Training methodologies

Project Management

Soft skills training

Technical skills training

Customer Service training

Job description

Overview

Our Carnival UK Contact Centre Operation (CCO) team is in search of a Contact Centre Training Specialist who is crucial in supporting our CCO direction and nurturing a high-performing team. Responsible for updating, coordinating, and delivering training to Contact Centre colleagues. Helping to develop engaging training materials and facilitating training sessions to equip contact centre employees with the skills and knowledge necessary to deliver outstanding customer experiences. This role involves creating induction programs, continuously improving training initiatives, monitoring performance, and collaborating with stakeholders. In addition, develop training that has been identified through Quality assessments or reports and further development needs via a variety of methods (face-to-face and virtual).

Responsibilities

• Design interventions that consider the audience and environment, therefore engineer blended solutions that are appropriate and effective in collaboration with the Training Consultant and Training and Quality Manager.
• Ensure that the content and material for existing programmes is kept up to date and communicated to those impacted.
• Develop engaging training programmes to support quality assessment requirements.
• Deliver training on a variety of topics such as soft skills, product knowledge, technical skills, and behaviours for all functions within the CCO.
• Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK11, offered as a full-time position, on a permanent basis, with hybrid work including up to two days from home.
• Administration and project management experience, ideally in the delivery of learning interventions and programmes.
• Ability to adapt to changing priorities and handle a fast-paced work environment.
• Sales Training experience - Customer Service training experience.
• Experience of hotel, tourism and/or cruise sector.
• Instructional design and training methodologies.
• Project Management experience.

About You

A Catalyst for Change: We believe that diversity enriches our team. We're interested in candidates who:

• Experience of hotel, tourism and/or cruise sector.
• Instructional design and training methodologies.
• Project Management experience.

Benefits

• 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.
• Employee Discounted Cruising plus Friends and Family offers
• 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