Job Description

　　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

　　This role will work with the Platforms & Systems Consultant to ensure the Contact Centre’s platforms and systems are running smoothly and efficiently. This includes working with technology partners to implement new contact centre solutions, configuration and administration of the platforms and systems, as well as the maintenance and troubleshooting of any problems

　　You will:

　　Develop a thorough understanding and knowledge of the Contact Centre’s operating plan and the technical requirements needed to execute the plan

　　Produce technical documentation including but not limited to requirements/specifications, standard operating procedures, workflow/flow chart diagrams

　　Support a service request/ticketing system to ensure technical support and maintenance of contact centre platforms and systems

　　Partner with a range of stakeholders including senior contact centre managers and 3rd party suppliers to define and implement new contact centre solutions

　　Ensure that contact centre platforms and systems are running smoothly and efficiently

　　Work with other departments in the company to ensure that the Contact Centre platforms and systems meet their needs

　　Stay up to date on the latest contact centre technologies.

　　Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK11 and is offered on a full time permanent basis, with hybrid working 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:

　　GCSE/O level English language and Mathematics/ or equivalent

　　Bachelor’s degree in computer science, IT, or other related field / or equivalent experience

　　Knowledge of cloud-based systems

　　Knowledge of contact centre systems

　　Experience in an IT or other related role desirable

　　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 your personal and financial health and wellbeing.

　　Home and office-based hybrid working

　　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

　　Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and aren’t able to consider applications once this happens.

　　#Job Functions: Customer Service; Information Technology; Sales;

　　#LI-NL1

　　#LI-Hybrid

　　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 travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.