Europe and MEA Trainer
Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands.
With a combined fleet of 25 ships with approximately 50,400 berths, these brands offer itineraries to more than 510 destinations worldwide. The Company will introduce seven additional ships through 2025, and has an option to introduce two additional ships for delivery in 2026 and 2027.
Our people are truly what makes us stand out from the crowd! The success of our company is simply down to its hard working and passionate team members. In our UK based Southampton office; Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas continue to go from strength to strength with proven success.
As the company continues to grow we look for like minded individuals to join our team, who share our appetite for success and enjoy working in a fun environment. Team members are rewarded well for their efforts with competitive salaries and benefits.
Norwegian Cruise Line is the innovator in cruise travel with a 50-year history of breaking the boundaries of traditional cruising. Most notably, Norwegian revolutionized the cruise industry by offering guests the freedom and flexibility to design their ideal cruise vacation on their schedule. Today, Norwegian invites guests to enjoy a relaxed, resort style cruise vacation on some of the newest and most contemporary ships at sea with a wide variety of accommodation options, including The Haven by Norwegian®, a luxury enclave with suites, private pools and dining, concierge service and personal butlers. www.ncl.com
This is a key role within Norwegian Cruise Line European Offices, designed to bring greater focus on product & system training and to champion customer service excellence.
The role is designed to bring to a greater focus and understanding of the full capability of CRM Sales Force, responsible for training and supporting Inbound direct team with Sales Force queries.
Providing support to Director of Passenger Services for increased conversions for inbound direct and data capture within the inbound team.
Design and deliver new-hire Sales training. This includes designing and delivering curriculum, assessments, worksheets, job aids, evaluations “buddying”, role playing activities and group discussions.
Monitor and assess performance by routinely conducting monitoring/coaching and feedback sessions
Identify training opportunities in conjunction with management for improving practices and increasing productivity to enhance service to our guests.
Provide ongoing coaching and development through the end of an employee’s probationary period and provide status to the Supervisor and Managers throughout the process.
Conduct test calls and monitor calls regularly to determine trends, possible training opportunities and assess effectiveness of recently conducted training.
Monitor work of reservations that have been made in order to insure proper information and procedures are being followed. Review monthly charges report working with supervisors and managers on training needs.
Responsible for delivering Sales Force training, keep training material up to date and working closely with IT on enchantments for CRM.
Regular review of business impact of specific promotions and direct mail communication with latitudes guests
Working with Contact Centre Manager on ensuring 100% lead capture from inbound calls
Monitor Cruise Next programme, provide feedback to Miami on any service issues and review reporting
Keep abreast of competitors offers and booking processes
Provide support to all BOP Team in day to day tasks, including reporting.
NATURE AND SCOPE
Responsible for Sales & Customer Service training within Passenger Services
Liaise with Miami Training & Development to ensure consistency with HQ training programs
Ensure all system/process & product changes are documented, trained and communicated.
KNOWLEDGE AND EXPERIENCE
Understand the principles and techniques of planning and delivering comprehensive training programs for CRM
Possess strong customer focus, both internally and externally
Must be tenacious with the ability to work on their own, or as part of a team
Strong written and verbal communication skills
Ability to deal with Team Members at all levels
Ability to analyse, interpret, apply and communicate new information according to business needs
Ability to organize and prioritize work
IT literate – MS Office including word/excel/outlook/powerpoint, MS Visio, Publisher and Access are desirable
Flexible in working hours and ability to travel to other European Offices according to the needs of the business.
Knowledge of principles and methods for promoting and selling products or services over the phone
Good understanding of call centre operations, interpreting call statistics.
We offer a diverse, exciting and international working environment and are looking to strengthen our team from the earliest possible date, so if you believe you meet our profile and are what we are looking for, then please apply now with your C.V and covering letter.
Short listed candidates will be contacted within 30 days of their application being received.