Content Management Specialist

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**

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:

- 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, you’ll 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**

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, 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

**_ #LI-Hybrid_**

**_ #Job Functions: _**_Information Technology; Customer Service; Sales_

**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

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