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Contact Centre Content Lead Executive

7 months ago

Southampton, United Kingdom Carnival UK Full time

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, we’d 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**

The Content Lead Executive plays a pivotal role in our Contact Centre Operations, overseeing a team of Content Management Specialists and a Policy and Process Specialist. Ensuring efficient operations, high-quality content creation, and establishing strong relationships with internal and external stakeholders, this new role will effectively establish the team's expertise and streamline the knowledge based system used by all colleagues in the Contact Centre.

This role also collaborates with Senior Leaders to define and execute the AI strategy, provides regular reports and insights, and ensures adherence to best practices across Contact Centre teams.

You will:

- Oversee the creation, organisation, and maintenance of the knowledge base
- Provide effective leadership and guidance to a team of Content Management Specialist and Policy and Process Specialist
- Implement the AI strategy in line with technology solutions to manage guest demand ensuring bots & virtual assistants are providing a high level of customer service and first contact resolution
- Provide guidance and direction to ensure policy and processes and compliant with industry regulations, company standards and best practices

**About You**

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

- Proven experience in content management, knowledge management or a related field
- Strong attention to detail and commitment to delivering accurate and high-quality content
- Excellent leadership skills, possessing the ability to motivate and inspire a team
- Strength in building and maintaining effective relationships
- Familiarity with AI tools and chatbot technologies would be particularly advantageous

**Being part of our team has its advantages**

We’re a holiday company so we know there’s 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, with 3 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

LI-Remote
LI-Hybrid
Job Functions: General Business; Other; Informaton Technology
LI-IS1

**About Us**:

- Holidays are one of life’s 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 world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s 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.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.