Knowledge Management Specialist

1 week ago

London, Greater London, United Kingdom Love Holidays Full time
About the Role

We are seeking a highly skilled Knowledge Management Specialist to join our Customer Experience team at Love Holidays. As a key member of our team, you will be responsible for developing, maintaining, and optimizing our internal knowledge base, ensuring our agents have access to accurate and up-to-date information to provide exceptional customer service.

Key Responsibilities
  • Knowledge Base Development: Develop a comprehensive knowledge base strategy that is well-structured, easy to navigate, and continuously updated.
  • Content Creation: Create new articles, FAQs, or how-to guides based on user feedback, changing processes, or new product features.
  • Knowledge Assessment: Conduct knowledge assessments to identify and address any gaps in agents' knowledge.
  • Stakeholder Management: Build excellent relationships across departments, including Customer Experience, Content, Quality Assurance, and Tech, to ensure the content and processes we're developing in our knowledge base and agent templates are accurate and up-to-date.
  • Project Management: Lead projects to create and implement a comprehensive knowledge base strategy.
Requirements
  • Proven Experience: Proven experience in knowledge management or a similar role with a strong understanding of knowledge management principles and best practices.
  • Strong Stakeholder Management Skills: Strong stakeholder management skills enabling you to build excellent relationships across departments.
  • Motivated Self-Starter: A motivated self-starter who is able to work in a fast-paced environment, multitask, and take initiative.
  • Strong Writing and Editing Skills: Strong writing and editing skills, with a keen eye for detail.
What We Offer
  • Company Pension Contributions: Company pension contributions at 5%.
  • Individualised Training Budget: Individualised training budget for you to learn on the job and level yourself up.
  • Discounted Holidays: Discounted holidays for you, your family, and friends.
  • Holiday Entitlement: 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
  • Enhanced Maternity/Paternity Leave: Enhanced maternity/paternity leave.
  • Cycle to Work Scheme: Cycle to work scheme, season ticket loan, and eye care vouchers.

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