At a Glance
- Tasks: Create engaging knowledge articles and chat bot responses that resonate with users.
- Company: Join a forward-thinking company focused on customer engagement and knowledge sharing.
- Benefits: Flexible working hours, competitive pay, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on continuous learning and compliance.
- Why this job: Make a real difference by crafting content that helps customers and colleagues alike.
- Qualifications: Experience in writing engaging content and knowledge management systems is essential.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities Act as a lead point of contact in the development of knowledge articles for internal and external use Develop articles and responses which are easy to understand, in line with the company tone of voice, engaging and meets the needs of customers and colleagues.
Develop and review relevant articles and responses as required, keeping data accurate and current.
Prepare new material as needed.
Respond to business and knowledge requests in line with agreed SLAs to keep articles up to date.
Maintain and update call guides, working with the Contact Centre to optimise call flows.
Research using alternative sources including working with appropriate SMEs across the business to ensure accuracy of information.
Maintain audit log of articles for governance inspection.
Ensure all articles and responses are approved by compliance and respond to feedback from Marketing as required.
Understand the system reporting to measure the effectiveness of knowledge materials and chat bot responses.
Requirements Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty) Experience in writing compelling, engaging and easily consumable content.
Experience of knowledge management systems.
Experience working with SEO techniques.
Good understanding of how people retain knowledge and different learning styles.
Strong knowledge of current Compliance guidelines. #J-18808-Ljbffr
