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Content Management Specialist

3 months ago

Southampton, Southampton, United Kingdom Carnival Corporation and plc Full time
Job Description

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, wed love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

The Role

This role is responsible for creating and maintaining high-quality and accurate content for our Contact Centre that enhances guest experience. This includes developing and managing a comprehensive knowledge base that contains all relevant information required to handle queries and issues from customers and travel agents, and utilising AI tools to manage contact demand through a verity of channels.

As Content Management Specialist, you will be required to carry out high-level reporting and provide insights, updates and improvement suggestions - working closely with Training and Quality teams, as well as the wider Contact Centre, to ensure best practice is followed.

You will:

  • Develop and manage a comprehensive internal & Travel Agent facing knowledge base that contains accurate and up-to-date information about our products/services, policies and procedures. Collaborating with subject matter experts (SMEs) and other stakeholders.
  • Utilise AI and other tools & technologies to automate content creation, extraction and updates- enchancing efficiency and minimising manual efforts. In Addition, utilising AI to support Advisors and Travel Agents in answering queries and resolving issues, including chatbots and virtual assistant.
  • Be proactive and stay informed about updates in products, services, policies and processes to ensure accurate and up-to-date content. Collaborating with Content Lead and cross-functional teams to identify opportunities for content expansion, enhancements and new features. Continuously optimising and improving knowledge base structure, organisation and searchability to enhance user experience.
  • Generate regular reports and insights on the usage trends, content performance and user satisfaction levels to evaluate the effectiveness of the knowledge base system and identify areas for improvement.
  • Provide training and guidance to advisors and new hires on effectively utilising the knowledge base system. Assisting in developing and delivering training programs to educate internal stakeholders on the effective utilisation of the knowledge base system.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK12 and is offered on a full-time permanent basis, with hybrid working in our Southampton office (at least 2 days per week office-based).

About You

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, youll also need:

  • Experience in content management, knowledge management or a related field / Proficient in using knowledge base software and content management systems.
  • Strong attention to detail and commitment to delivering accurate and high-quality content.
  • Excellent organisational and time management skills to effectively meet deadlines and manage multiple tasks.
  • Proven ability to problem-solve and work effectively within a team

Being part of our team has its advantages

Were a holiday company so we know theres more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.

  • Home and office-based hybrid working, min. 2 days per week in the office
  • Recognition scheme with prizes and awards
  • Employee Discounted Cruising plus Friends and Family offers
  • Regular office events including live entertainment, lifestyle events and charity partner fundraisers
  • Extensive learning and development opportunities
  • Employee-led networks
  • Employee Assistance and Wellbeing programmes
  • Company paid Health Cash Plan and health assessment
  • In-house Occupational Health help and access to digital GP
  • Life Assurance
  • Parental and adoption leave
  • Employee Shares Plan
  • Electric Car and Cycle to Work schemes
  • Onsite restaurant offering range of healthy cooked and grab and go meals
  • Discounted retail and leisure via discounts portal
  • Minimum 25 days leave, bank holiday allowance and holiday trading scheme
  • Contributory Defined Contribution Pension scheme
  • A friendly welcome with help settling in

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and arent able to consider applications once this happens.

#LI-Hybrid

#Job Functions: Information Technology; Customer Service; Sales

About Us Holidays are one of lifes greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the worlds largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britains rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
Its through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travels Employer of Choice.