Job Description

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)

Your accountabilities will include:

• 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, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Contact Centre Training Specialist, we're looking for:

• Learning design, development, and some delivery of blended learning strategies
• 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

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

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. Our benefits package reflects our commitment to your wellbeing:

• 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

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. 

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#Job Functions: Customer Service; Training; Product Management;

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About Us