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RPA Manager, Peterborough

Role: RPA Manager
Company: Thomas Cook
Location: Peterborough, GB
Competitive Salary + Benefits

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.

About the role
An exciting new role within our Customer Contact Centre in Peterborough for a Robotics Process Automation (RPA) Manager as part of our transformation has arisen. As the RPA Manager you will be tasked with engaging and enabling the business to utilize process automation to disrupt processes and optimize delivery with and overarching goals to save cost and remove waste from the Contact Centre Group. 

You will oversee all aspects of delivery, from team training and continuous learning, development of knowledge management plus SOP documents seeking RPA accreditation for the team. You will deliver the RPA programme by engaging stakeholders which enables and activates your team to focus upon assessing business processes which meet customer needs but also delivers business goals.

The successful candidate will demonstrable knowledge with managing teams remotely, have experience within the Contact Centre industry and possess the drive and determination to put the customer at the heart of everything they do. 

About the department / team
Working within our UK Customer Contact Centre (CCC), the role is in direct response to our UK CCC transformation focusing on improving the customer proposition whilst driving efficiencies. 

Key accountabilities / responsibilities

Our ideal candidate will deliver and manage the UK RPA Programme to meet business objectives as well as driving and developing business cases to successful approval, by actively engaging with key stakeholders. You will be accountable for the RPA Programme management ensuring project deliverable are achieved. Role will also include the following:

  • Plan, direct, and co-ordinates activities to manage and implement RPA projects to full integration with business as usual.
  • Lead, motivate and develop the RPA team to successfully deliver the business objectives 
  • Use key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement
  • Accountable for the timely production and analysis of the RPA MI, including collating financial summaries for senior stakeholders
  • Owns, champions and resolves any conflict for the RPA programme, effectively removing barriers to success
  • Accountable for managing RPA cost out targets by leverage process automation to ensure Contact Centre operational cost are reduced 

Skills and experience
Our RPA Manager will have experience with desktop enterprise applications and hold excellent organisational skills, ability to set own task lists and time lines as well as the ability to manage Project & Programmes across the Group and the ability to defuse conflict and barrier to meeting project goals.


  • Bachelor's degree in computer science (or equivalent)
  • Experience with NICE RTS (Real Time Solution) Software environments

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.

Job Segment: Call Center, Customer Service

Apply now



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