At a Glance
- Tasks: Lead the development of AI knowledge content to enhance customer service efficiency.
- Company: Join Karbon, a forward-thinking organisation focused on AI and customer experience.
- Benefits: Enjoy 26 days annual leave, flexible working, and funding for your professional growth.
- Other info: Hybrid working available with opportunities for career advancement.
- Why this job: Make a real impact in AI-driven customer service and shape the future of knowledge management.
- Qualifications: Experience in knowledge management or AI content development is essential.
The predicted salary is between 33207 - 33207 £ per year.
Come and make a difference at Karbon as an AI Knowledge & Content Lead. We're looking to appoint an enthusiastic and detail-focused AI Knowledge & Content Lead to help ensure our AI-enabled knowledge systems are accurate, structured, trusted and continuously improved. You'll play a key role in strengthening Contact Centre efficiency and supporting excellent customer and colleague experiences.
About The Role
Reporting to the Contact Centre Manager, you'll lead the quality, structure and continuous improvement of AI-ready knowledge content used by human and virtual agents. You'll evaluate AI-generated outputs for accuracy, relevance, tone and customer impact, identifying improvements to source content and system responses. As part of the Customer Relations team, you'll act as a subject matter lead for AI knowledge refinement across Customer Experience. You'll work closely with the Contact Centre and wider stakeholders to turn operational insight, customer needs and emerging AI capability into clear, reliable and usable knowledge content.
About You
We're looking for someone with demonstrable experience in knowledge management, which could be in the traditional sense or could be experience in AI-enabled content development, or digital service improvement within an organisation of comparable size and complexity. You’ll bring experience of managing content quality standards for AI, knowledge bases or customer-facing digital services, with an understanding of contact centre technologies, knowledge management systems and the priorities of customer service teams. You’ll be confident structuring, refining and maintaining content so it can be used effectively by AI tools, colleagues and customer-facing channels. Experience designing or maintaining taxonomies, metadata, structured data or data governance standards would be an advantage but are not essential. You’ll have up-to-date knowledge and a keen interest in AI use in customer service, housing or a comparable service environment, including emerging tools, risks and best practice. Practical experience with AI-related technologies such as SQL, natural language processing, retrieval-augmented generation, vector databases or equivalent tools would be desirable, but are not essential. You’ll be able to interpret data, analyse performance information and produce clear management insight. You’ll also have strong written, presentation and interpersonal communication skills, with the ability to make technical concepts accessible to different audiences. Above all, you’ll be open, trusted and collaborative, with strong judgement, curiosity and a commitment to responsible AI, diversity, inclusion, fairness and accessible customer service.
Working With Us
You’ll be part of our Customer Relations team, reporting to the Contact Centre Manager. If you require further information about the role, please contact recruitment@karbonhomes.co.uk.
Key Details
- AI Knowledge & Content Lead - Fixed term until 31/03/2027
- Salary: £33,207 per annum
- Location: Gosforth, Newburn or Stanley, with hybrid working available. Travel to all sites may be required.
- 37 hours per week
- Working pattern: Monday-Friday, within operational hours (8am-6pm) with flexible working available
We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for. The role you’re applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.
Why Join Us
We offer a generous benefits package to support your wellbeing and development, including:
- 26 days annual leave (rising to 31 after 3 years)
- Birthday leave
- Occupational pension
- Health cash plan
- Flexible benefits pot
- Access to funding for qualifications, conferences, and learning events
Key Dates
- Closing date for applications: Sunday 9 August 2026
- Interview date: Tuesday 18 August 2026
We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview. Need a reasonable adjustment to apply? Contact us at recruitment@karbonhomes.co.uk.
AI Knowledge and Content Lead in Newburn employer: Karbon Homes
Karbon Homes is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. With competitive benefits such as 26 days of annual leave and a health cash plan, team leaders in Stanley can thrive in a role that not only values their contributions but also fosters a sense of community and purpose in enhancing local environments.
StudySmarter Expert Advice🤫
We think this is how you could land AI Knowledge and Content Lead in Newburn
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Karbon Homes.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Karbon Homes. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace AI Knowledge and Content Lead in Newburn
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Karbon Homes.
How to prepare for a job interview at Karbon Homes
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Karbon Homes's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Karbon Homes offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
