CX Knowledge & Content Specialist

As a Knowledge & Content Specialist working within the Customer Experience team, you will be responsible for developing, maintaining, and optimising our internal knowledge base and developing templates and shortcuts that our agents use to interact with customers. Reporting to the Global Training & Engagement Manager, you will play a crucial role in ensuring our agents have access to accurate, up-to-date information to provide exceptional customer service. Given the dynamic nature of the travel industry and our global team of in-house and outsourced agents, effective knowledge management is essential. In this role, you will lead projects to create and implement a comprehensive knowledge base strategy that is well-structured, easy to navigate, and continuously updated. You will be responsible for conducting knowledge assessments to identify and address any gaps in agents knowledge. You will collaborate closely with our customer experience, quality, and training teams to create a feedback loop that helps us continuously improve our knowledge resources. As customer experience is a global team, ensuring consistent knowledge levels can be challenging. You will develop strategies to effectively share updates and information across all locations, promoting a unified understanding of our processes. Your ability to drive projects and cultivate a culture of continuous learning will be instrumental in your success as a Knowledge & Content Specialist. By ensuring our agents have access to the most up-to-date information and resources, you will play a vital role in enhancing customer satisfaction Your day-to-day:

• Work with SME's to regularly review existing content to ensure it's accurate, up-to-date, and relevant
• Build a knowledge base strategy that promotes knowledge sharing across a Global CX team
• Create new articles, FAQs, or how-to guides based on user feedback, changing processes, or new product features
• Track metrics like page views and searched articles to identify areas for improvements
• Oversee the use of knowledge base software and tools, ensuring they are efficient and user-friendly and work with the tech team to enhance knowledge base features and functionality
• Create chat and email shortcuts and templates for agent use to enhance efficiency when interacting with customers
• Create knowledge assessments and design targeted knowledge articles to develop knowledge gaps across CX
  
  Proven experience in knowledge management or a similar role with a strong understanding of knowledge management principles and best practices
• Strong stakeholder management skills enabling you to build excellent relationships across departments including - Customer Experience, Content, Quality assurance & Tech to ensure the content and processes we're developing in our knowledge base and agent templates are accurate and up to date
• A motivated self-starter who is able to work in a fast paced environment, multitask and take initiative
• Strong writing and editing skills, with a keen eye for detail
• Strong understanding of knowledge management principles and best practices
  
  At loveholidays, we're on a mission to open the world to everyone, giving our customers' unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers' personal holiday expert - the smart way to get away.
  
  Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 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
• Cycle to work scheme, season ticket loan and eye care vouchers
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.