**Job Description** Set your sights on a future in guest experience with a role designed for aspiring professionals. This Content Specialist role sits within the Contact Centre Guest Experience team at Carnival UK and offers a unique blend of learning, growth, and hands-on experience in the heart of our Guest Experience department. **Role Overview** Our Contact Centre Operation is at the heart of the P&O Cruises and Cunard guest experience. This role is responsible for creating and maintaining high-quality and accurate content for our Contact Centre and AI-driven platforms that service our guests, ensuring an enhanced customer 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 variety 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. Key accountabilities for Content Specialist include: + Develop and manage a comprehensive knowledge base for various internal stakeholders, and Travel Agents, containing accurate and up-to-date information about our products/services, policies, and procedures. This includes collaborating with subject matter experts and other stakeholders to maintain both internal resources and guest-facing content with the highest level of accuracy and relevance. + Utilise AI and other tools & technologies to automate content creation, extraction and updates- enhancing 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 assistants. + 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: the ideal candidate** You are more than just your CV. You're someone who brings: + Experience in content management, knowledge management or a related field / Proficient in using knowledge base software and optimising content for consumption via AI-driven platforms + 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 + Strong proficiency in developing content for external audiences/customer-facing content In this role, your distinct personal attributes will be the key to standing out. We are on the lookout for candidates who want to excel. If you possess qualities that can drive success in the guest experience sector, we want you on our team. Your ability to blend analytical skills with interpersonal strengths will set the foundation for innovation and growth within our Guest Experience department. 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. **Why join us: Being part of our team has its advantages…** + Employee Discounted Cruising plus Friends and Family offers + Recognition scheme with prizes and awards + 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 **Take the next step** Due to the popularity of our roles and our commitment to finding the best talent, we might close applications earlier than advertised. Don’t miss out on this opportunity to become part of a team dedicated to creating unforgettable holiday happiness. Apply today to start your journey with us. **_\#LI-Hybrid_** _\#Job Functions: Advertising; Marketing; Writing / Editing_ _\#LI-VN1_ **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.