Princess Cruises Senior Quality Training Executive in Southampton, United Kingdom

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.

The Role

The role of the Training & Quality Senior Executive is to design and deliver a training programme for new and existing team members within the Contact Centre and wider Guest Services team. The training will be centered around our brand, destinations we visit, our processes, sales and customer service ensuring everyone is equipped to deliver an ever-improving experience for both our guests & travel agent partners.

You will:

• Responsible for designing, creating, and delivering engaging training materials & programs to address specific business objectives, increasing team motivation & engagement to help drive sales and the delivery excellent customer services.

• Responsible for the delivery of inductions for new starters across Guest Services, covering all legal & regulatory requirements, along with developing team members product, system & policy knowledge ahead of ‘go live’ ensuring they develop the knowledge and skills required to ‘go live’ on the phones and webchat.

• Utilise tools available to create efficient & effective training content and research new and innovate tools to continue to evolve our training programme.

• Work collaboratively with the Contact Centre Manager & Contact Centre Team Leaders to identify coaching needs of team members.

• Work collaboratively with counterparts in the UK, US and Australia to share training programmes and content to share best practice and ensure no duplication of effort.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK09 and is offered on a full-time permanent basis, with hybrid working in our Southampton office, including up to two days from home.

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:

• Sales training experience

• Customer service training experience

• Previous experience developing & delivering training & coaching materials

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 (up to 2 days from home)

• 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.

#LI-Hybrid

#Job Functions: Business Development; Design; Training;

#LI-KP1

About Us

Holidays are one of life’s greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.

In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.

As part of Carnival Corporation, 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, equality 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.

Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many.