Contact Centre Knowledge Editor

5 months ago


Swansea, United Kingdom TUI Group Full time

Swansea, United Kingdom-
- 126256-
- Hybrid-
- Permanent-
- Full Time-
- 37.5As a Knowledge Editor, you’ll be responsible for reviewing, monitoring, and updating our customer Chatbot article information, liaising with key stakeholders across the business on a regular basis to ensure all information is current and accurate. Our aim is to enable our customers to self-serve where appropriate. It’s imperative that all information presented to our customers is up to date and useful, preventing the need to contact us via voice.

You’ll play a vital role in maintaining these articles, highlighting issues to relevant parties, and enhancing the service further.

When new articles are needed, you’ll review and investigate what’s needed for the article, ensuring the information is factually accurate, seeking approval from key stakeholders. Our business is constantly moving, with new products being introduced regularly so not only will you be involved in pulling the new articles together for our customers, but you’ll also need to make sure the knowledge in our existing Chatbot articles is updated to reflect any changes.
- You’ll work collaboratively with our Business Improvement, Knowledge Editor, MI & Knowledge teams in identifying opportunities to drive efficiencies around information provided to our customers and teams to support the drive to increase first contact resolution and reduce avoidable contact.

**ABOUT THE JOB**
- Responsible to review, monitor and update the current customer Chatbot articles across our websites.
- To maintain the ChatBot content stored within TUI KnowHow. To monitor, review, implement changes where required & update the information to ensure all Chat content is relevant.
- To maintain & keep updated the internal knowledge within MindTouch. To monitor, review, update the information to ensure all articles are relevant, implement changes required.
- Liaise with Key Stakeholders on a regular basis to ensure all the information within customer Chatbot is current and updated. Drive changes where needed to ensure contented is up to date.
- Review reports and analysis of the content including search trends, hits, and article ratings. Using these reports source information required for Chabot and propose them to the Content Team using TUI Briefs. Drive & implement changes.
- Review business changes when new products are introduced to review if any current Chatbot’s are impacted and update as required.
- Identify areas for improvement in processes / polices and implement changes.
- Feedback change / updates to Chat / Knowledge owner
- Assist in updating process flows for Contact Centre processes.

**ABOUT YOU**
- You need to be Customer Focussed
- You’ll bring experience in conversational Artificial Intelligence.
- You’ll demonstare practical problem-solving ability
- Excellent verbal and written communication skills neccesary
- You have a good eye for detail whilst being resilient and resourceful with a ‘can-do’ approach
- You foster collaboration an work well within a team
- Contact Centre experience an advantage with broad understanding of Contact Centre processes

**HOME WORKING REQUIREMENTS**
- You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
- You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps

**ABOUT OUR OFFER**
- Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
- Health and Wellbeing support in five key areas - Financial, Health, Social, Community and Career
- Excellent rates with foreign exchange and discounts with retailers
- Discovery day - time to spend working at a local charity or community
- Pension scheme and life assurance
- We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA



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