The Knowledge Management Specialist is responsible for creating clear, concise and accurate content for knowledge articles in ServiceNow for various audiences, including users, developers, and other internal stakeholders. This includes review of existing collateral on the Intranet, policies, user guides, training materials, standard operating procedures, and other documentation for migration to Knowledge articles. The Knowledge Management Specialist must be able to understand complex technical information and communicate it clearly and effectively to a non-technical audience.

They have a high attention to detail, can think strategically and creatively to solve briefs, can work collaboratively with stakeholders from across the Rest business, and have a natural flair for creativity.

Key Accountabilities/Responsibilities

• Research, write and edit knowledge articles, including the review of user manuals, installation guides, technical specifications, , and other documentation for suitable contents.
• Migrating existing Knowledge Base Articles from legacy system (Kentico 9) to ServiceNow Knowledge Management.
• Work closely with subject matter experts to gather information and understand technical concepts
• Ensure consistency and accuracy of technical content across all documents
• Collaborate with cross-functional teams to ensure documentation meets the needs of its intended audience
• Use appropriate formatting, illustrations, and multimedia to enhance documentation in compliance with branding guidelines
• Create high quality and effective copy for Rest staff (and where relevant for employers) that is consistent with the Rest brand strategy
• Work in conjunction with the Rest Branding Team to creatively solve briefs in a differentiated, innovative and effective way

The Guest Service Agents are the first and last impression at the hotel. They are the central point of contact for guests and can really transform a stay into an experience. While the role includes check-ins, check-outs and occasional reservations, the real excitement comes from creating friendships with guests and creating memorable moments.

Whilst at Pullman you will be reporting to the Rooms Division Manager you will be responsible for exceptional customer service to our guests and residents by responding to their requests promptly, and providing them with an efficient check-in and check-out process. In this role you will be required to utilise the hotel PMS to accurately process and input all reservation types within the same working day. You will respond to guest calls promptly ensuring an outstanding guest experience and will maintain a positive selling approach to maximise yield in both occupancy and rates. You will be required to maintain a high level of professionalism at all times, ensure guest confidentiality, and follow procedures and processes in regards to credit and cash transactions.   

The Role

We are looking for a Guest Service Agent who is dedicated to providing a memorable experience and create that human connection with our guests, at every stage of their stay.

In this role you will;

• Provide exceptional service during check-in, check-out and throughout the guest stay;
• Assist the Duty Manager in effectively running the day-to-day operations of the Front Office Department;
• Daily liaison with inter-departments such as food & beverage and housekeeping for guest movements, requests and activities;
• Ensure procedures are followed in relation to guest confidentiality and safety;
• Maintain accurate credit and cash transactions and accounting documentation to ensure the integrity of the hotel’s financial data and the ease in shift changes.

The Customer Solutions Analyst, Claims role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders.

The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.

The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.

The Customer Solutions Analyst, Claims role is responsible for facilitating working groups and workshops to obtain stakeholder engagement and ensure appropriate business oversight and accountability, as well as driving remediation outcomes through the working group discussions.

In addition, this role will contribute to the analysis and implementation of various identified remediation and operational resilience strategic initiatives.

Identification and implementation of remediation activities during phases of the remediation lifecycle as follows:

• Conducting root cause analysis of identified risks in consultation with the business
• Working with stakeholders during remediation analysis to ensure development of a sound remediation approach and agreement on scope
• Supporting the formulation of strategies and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals
• Clearly documenting remediation details, decisions, and outcomes in the appropriate document format
• Ensuring high quality of data and record keeping which will support ad hoc remediation reporting as required
• Working closely with DnA or SMEs to request/refine data extracts for remediation scope analysis
• Conducting data-based analysis to determine remediation volumes and financial impact to customers/business
• Liaising with the business to understand as-is processes both to enable policy level review and provide recommendations of to-be processes where required
• Supporting the frontline business by developing FAQ’s, Fact Sheets, and other supporting training documentation
• Supporting Claims Training and Development Teams with roll-out of new processes that have been recommended due to a remediation
• Liaising directly with the operations team to ensure that all customer impacting items are remediated within agreed timeframes, including contact with the customers
• Supporting the Claims Risk & Governance to develop appropriate communication strategies and assist in drafting of communications as well as testing where required
• Executing remediation plans including system processes and liaising directly with customers via telephone contact or written communication as required to obtain information or provide update.
• Thinking outside the box to understand and develop new approaches for complex scenarios where BAU processes may not support, including consideration of downstream impacts
• Working with the Claims, Line 1 Risk team on incident management and adequate visibility of all items identified requiring remediation
• Ensuring quality checks are completed where required such as customer communications.
• Ensuring adherence to the TAL remediation policies
• Supporting the delivery of small to medium scale projects or well-defined tasks on major projects to improve operational resilience, including process improvement initiatives