About the Role
Knowledge & Chat Bot Content Editor for the Customer Experience team on a 12‑month fixed term contract. Based in either Haywards Heath, West Sussex or Manchester, Salford Quays.
Key Responsibilities
- Lead the development of knowledge articles for internal and external use, and for chat‑bot responses.
- Develop and review articles and responses that are clear, engaging, and align with company tone of voice.
- Respond to business and knowledge requests in line with agreed SLAs to keep content up‑to‑date.
- Maintain and update call guides and work with the Contact Centre to optimise call flows.
- Research and collaborate with SMEs to ensure accuracy of information.
- Maintain audit logs of articles for governance inspection.
- Ensure all content is approved by compliance and incorporate feedback from Marketing as required.
- Use system reporting to measure effectiveness of knowledge materials and chat‑bot responses, and drive continuous improvement.
- Produce reports on usage and learnings for managers across the business.
- Champion Knowledge Base usage across the organisation by hosting hubs, sharing data, and acting as a visual representation of Knowledge on‑site.
- Identify knowledge gaps and create relevant content in collaboration with all business areas.
- Adhere to and consider all regulatory requirements at all times, including Consumer Duty.
- Act in accordance with the Group Code of Conduct, Fitness and Propriety policies, Company Policies, Values and guidelines, and other relevant standards/regulations.
Working Arrangements
Work flexibly, with most time working from home and one day a week in the office. Preference for office work is acceptable.
Core Skills
- Creativity – crafting engaging and interesting content.
- Time management – prioritising tasks to meet deadlines.
- Audience awareness – tailoring language and style to suit the target audience.
- Editing and proofreading – ensuring the final product is polished and error‑free.
Experience & Knowledge
- Knowledge of FCA requirements, including individual responsibilities in relation to Consumer Duty.
- Experience in writing compelling, engaging and easily consumable content.
- Experience working with knowledge management systems.
- Experience applying SEO techniques.
- Good understanding of how people retain knowledge and different learning styles.
- Strong knowledge of current Compliance guidelines.
Skills & Qualifications
- Ability to understand and apply format and language suitable for the end user.
- Ability to write in plain, simple and engaging language.
- Ability to meet tight deadlines.
- Ability to produce engaging knowledge articles and materials.
- Good IT and technical skills.
- Good analytical and numeracy skills.
- Excellent verbal and written communication skills.
- Strong time management and organisation skills.
Behavioural Traits
- Passion for knowledge and great customer experience.
- Self‑motivated, enthusiastic and proactive.
- Embrace, embed and incorporate Company values.
- Target‑driven and results‑focused.
- Organised and initiative‑taking.
- Attention to detail and accuracy.
- Flexible approach with a positive attitude.
- Ability to work independently and as part of a team.
Contact Details:
First Central Insurance Management Ltd Recruitment Team
