Whitbread, the owner of Premier Inn and some of the UK’s favourite restaurants,processes nearly £2 billion in transactions each year and employs around 40,000people. As our new Technical S...
Whitbread, the owner of Premier Inn and some of the UK’s favourite restaurants,
processes nearly £2 billion in transactions each year and employs around 40,000
people. As our new Technical Specialist – Contact Centre, you’ll play a pivotal role in
being the expert for Whitbread on our across our Contact Centre technologies. You will
be leading, designing and configuring the technology solutions in place making sure
they are performant, secure and scalable.
With over 1,800 WAN links, 3,000 switches, and 40,000 access points, our network is as vast as our brand. You’ll work with leading technologies like Juniper, Cisco, Meraki, and HP Aruba.
Role: Technical Specialist – Contact Centre
Package: Salary starting from £65,000 + 30% company performance bonus
Contract Type: Full-Time and Permanent
Location: Whitbread Court, Dunstable and a hybrid way of working with a minimum of 3 days a week in the office.
Why You’ll Love It Here
- Healthcare: Individual & Family BUPA healthcare
- 10% matched pension
- Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll be doing:
Work with key stakeholders across our business, our suppliers (Amazon and TCS) and Whitbread technology to develop and maintain our technology platforms supporting our frontline teams, focusing across the whole product lifecycle, and including day-to-day operations, cost of ownership and future development.
Collaborate with the Business users to understand, refine and adapt how we use the technology platforms across our business to drive productivity and efficiency, to help support our wider business objectives. Be an advocate for technology with the business.
Review the performance of the platforms in production, and work with architecture and engineering to drive performance improvement plans, compliance activity and ensure overall platform resilience. Work with third party suppliers as part of product lifecycle.
Work with our suppliers to understand the potential impact and opportunities of future releases and patches, helping to ensure the overall stability, value and compliance of our technology stack. The role will act as point of contact and drive supplier customer success teams to create value for our business.
What you’ll need:
- Strong technical knowledge of cloud services and applications. Hands-on experience with troubleshooting, deployment, and configuration. Understanding of call centre processes and technical platforms with experience of integrations with wider enterprise applications. In-depth knowledge and understanding of PPM (Project / Programme / Portfolio) management practices. Advantageous to have PM3 & JIRA experience. A skilled and confident individual in MS applications including Excel and PowerPoint.
- Needs to stay current with industry trends and certifications. Adapts quickly to new technologies, tools, and frameworks. A strong problem-solving mindset, identify root causes, develop solutions, and improve system efficiency. Excellent communication and influencing skills when engaging with all levels of stakeholders and cross-functional teams
- Ability to lead a technical team, providing guidance on best practices and system design. Strong collaboration with business stakeholders to translate business needs into technical solutions while managing multiple priorities and projects. Strong knowledge of project delivery methodologies (waterfall, agile, hybrid). Able to drive adoption and compliance of PMO Process. Confident in quality assurance activities including project reviews.
Be part of our Technology Team at Whitbread
Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future.
We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job ref: 55360-4492
Advertised: 21 Mar 2025
