As a market leader in the cruise industry, we operate spectacular ships all over the world.

Join us as a Performance Information Specialist within our Southampton Contact Centre and you'll go far too.

You would be responsible for the build, maintenance and production of performance data within Customer Contact Operations, utilising performance trend reporting and knowledge of department requirements to provide relevant commentary and identify potential opportunities for improvement.

Key Responsibilities

• Work closely with key stakeholders to understand future requirements and develop relevant reporting to meet requirements.

• Technical development, production and commentary of performance reporting for all areas of CCO including Complaints, Telephony and Support areas

• To provide information in an easy to understand format to enable Operational Management to understand reasons for performance levels and enable informed decision making.

• Utilise performance trend reporting and knowledge of department requirements to provide relevant commentary and identify potential opportunities for improvement.

• Deputise as necessary for the Performance Insight Business Analysts.

• Responsible for delivering an optimal reporting structure to enable identification of areas of improvement and cost reduction.

• To provide performance reporting and data support to improvement projects.

• Work with other areas of the business to ensure that all future data requirements are identified and planned for.

• Identify, react to and find effective data solutions to arising issues.

• Ensure timely and accurate production of performance reporting

• Provide performance reporting for function against agreed objectives and ad hoc reporting as required

• Provide and maintain guidance documents for all provided reporting to ensure uninterrupted provision of reports in the event of absence.

Experience Required - essential:

• Previous experience in a data or analytical role.

• Strong communication skills using all key functionality within Lotus Notes.

• Knowledge of MS Dynamics (or similar), MS Office and database abilities in manipulating data to suit requirements.

• Confident, outgoing and flexible, with a positive attitude and enthusiastic approach.

• A great communicator with strong interpersonal skills, coupled with a high level of computer literacy

• Detail driven with strong organisational and time management skills.

• About Us
  
  One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build an inclusive culture; where difference is respected and valued and where our people can be themselves. Inclusivity is at the heart of our recruitment process so we welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.

  Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

  Our Cunard ships have been defining sophisticated ocean travel for over 175 years. Our ships have always been The Most Famous Ocean Liners in the World.  We continue our legacy of luxury ocean travel with our flagship Queen Mary 2, Queen Victoria and Queen Elizabeth, with Queen Mary 2 providing the only regularly scheduled transatlantic service between Southampton and New York. In 2022 our fourth Queen will join our Cunard fleet.

  P&O Cruises has a proud and long tradition, with seven ships including our flagship Britannia which joined our fleet in March 2015.  Our new ship, the largest in the UK market, will join the fleet in 2020, meaning we can offer more experiences tailored to British tastes - combining genuine service, a sense of occasion and attention to detail, ensuring passengers have the holiday of a lifetime, every time.

  It takes great passion and real dedication to maintain our position at the top. That’s why extraordinary, passionate people are at the heart of our journey delivering the highest standards to our valued customers. With support to help you reach your potential, attractive company benefits and incredible employee offers on discounted cruises we want your career with us to be successful and fun.  Join us on our journey, apply now.