Intern - UK Contact Center Transformation in Peterborough

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

UK Contact Centre Transformation  - Graduate Internship Opportunity

Approximately 6 months

Based in Peterborough, UK with the possibility of national / international travel

Innovation shaped our past - you shape our future

Since the beginning of time people have had a fascination with exploring and seeking new adventure. Each new journey is a personal voyage of discovery.

As a pioneer with a trusted heritage, we have shaped the modern travel experience by understanding what our customers want and inspiring their dreams. As a large global travel business with employees based throughout the world; including overseas, tour

operations and an airline, this opportunity will give you a great insight into the dynamics of a leading travel company.

Why join us?

This exciting new role will support the transformation team as part of the UK Contact Centre transformation program. You will work with our team to

• Define and implement an analytics structure that allows complete transparency over contact centre performance from an operational and customer experience perspective. 
• Identify opportunities for improved levels of service, operational efficiencies and revenue growth to deliver an industry leading customer contact experience
• Implement the corresponding initiatives and programs for improved levels of service, operational efficiencies and revenue growth to deliver a leading customer contact experience across the Thomas Cook Group
• Support with the implementation of a CRM system in the Customer Contact Centre
• Engage, influence and collaborate with all key stakeholders to contribute to the strategy, objectives and transformation plan for UK customer contact centres to effectively execute all agreed activity.

The skills you’ll need:

• You’ll be a Graduate with a business related / analytics degree and have a keen interest in applying this knowledge in a commercial setting
• Commercial acumen - entrepreneurial thinker
• The ability to influence, lead and inspire others at all levels through change
• Natural problem solver and logical thinker, with proven analytical skills (i.e. conducting root cause analysis, making recommendations and tracking results)
• Flexible and adaptable with excellent communication skills and the ability to contribute positively to a team environment
• Disciplined and organised, motivated by results
• Confident decision maker, self-motivated with the drive to succeed
• Fluent in English, a second European language is preferred
• Knowledge and experience in business consulting, project management and contact centre operations would be ideal

The application process:

• Online application
• Sonru video interview
• Face to Face interview
• Offers made and start date confirmed

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.