At a Glance
- Tasks: Lead the creation and improvement of AI knowledge content for agents.
- Company: Join a forward-thinking team focused on customer experience and AI innovation.
- Benefits: Enjoy 26 days annual leave, flexible working, and a health cash plan.
- Other info: Flexible working hours and a supportive environment for all backgrounds.
- Why this job: Make a real impact by refining AI knowledge that enhances customer interactions.
- Qualifications: Experience in content management and a passion for AI technology.
The predicted salary is between 30000 - 32500 £ per year.
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.
- 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
- #J-18808-Ljbffr
AI Knowledge & Content Lead in Newcastle upon Tyne 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 & Content Lead in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Karbon Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Karbon Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AI Knowledge & Content Lead in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Karbon Homes:Your cover letter is your chance to shine! Tell us why you want to work at Karbon Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Karbon Homes!
How to prepare for a job interview at Karbon Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
