At 1st Central, everything starts with our people.
As one of the UK’s leading motor and home insurers, we use smart technology, data and great service to make insurance fast, fair and simple for over 1.4 million customers. We’re proud to create an environment where people feel supported, trusted and able to grow - whether that’s developing new skills, taking on fresh challenges or making a real impact every day. If you’re looking for a role where you can make a difference, we’d love to hear from you.
Are you a whizz with words and enjoy the thrill in creating engaging content and writing exciting articles?
We’re looking for a Knowledge & Chat Bot Content Editor to join our Customer Experience team on a 12-month fixed term contract, based in either Haywards Heath, West Sussex or Manchester, Salford Quays.
You’ll be a content creation expert, offering best practice solutions to SMEs across all areas of the business. You will be working closely with the Knowledge Management Specialist to develop articles (for both internal and external consumption) for the Knowledge Base which are easy to consume, accurate and current. This is a great opportunity to create engaging chat bot content which successfully concludes customer conversations and enhances the customer journey for First Central.
Core skills we’re looking for:
Creativity: Crafting engaging and interesting content that captures the reader's attention
Time management: Prioritising tasks and managing time effectively 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
Working flexibly, you'll spend most of your time working from home, with one day a week in the office. If you prefer to be in the office more, that's good with us too.
What’s involved:
- You’ll act as a lead point of contact in the development of knowledge articles for internal and external use, and for chat bot responses.
- You’ll 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.
- You’ll develop and review relevant articles and responses as required, keeping data accurate and current; and prepare new material as needed.
- You’ll respond to business and knowledge requests in line with agreed SLAs to keep articles up to date.
- You’ll maintain and update call guides, working with the Contact Centre to optimise call flows.
- You’ll research using alternative sources including working with appropriate SMEs across the business to ensure accuracy of information.
- You’ll maintain audit log of articles for governance inspection.
- You’ll ensure all articles and responses are approved by compliance and respond to feedback from Marketing as required.
- You’ll understand the system reporting to measure the effectiveness of knowledge materials and chat bot responses, and use this to make continuous improvements to content.
- You’ll effectively produce reports as required to report usage and learnings for appropriate Managers across the business.
- You’ll proactively champion Knowledge Base usage across the business by hosting hubs, sharing data and being a visual representation of Knowledge on-site.
- You’ll work closely with all areas of the business including to identify areas of knowledge gaps and create relevant content.
- You’ll adhere to, and consider, all regulatory requirements at all times, including Consumer Duty.
- You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
Experience & knowledge:
- 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.
Skills & qualifications:
- Ability to understand format and language of explicit knowledge for the end user.
- Ability to write in plain, simple and engaging language.
- Ability to work to tight deadlines.
- Ability to produce engaging knowledge articles and materials.
- Good IT and technical skills.
- Good analytical & numeracy skills.
- Excellent communication skills, both verbal and written.
- Good time management and organisation skills.
Behaviours:
- Passion for knowledge and great customer experience.
- Self-motivated and enthusiastic.
- Embrace, embed and incorporate the Company values.
- Target driven and results focussed.
- An organised and pro-active approach.
- Takes initiative to make decisions.
- Emphasis on attention to detail and accuracy.
- A flexible approach and positive attitude.
- Strives to deliver performance targets and drive business improvements to contribute to the success of the business.
- Ability to work on own initiative and as part of a team
Ready to join us?
We’re looking for talented people who want to make a real impact for our customers, colleagues and business. Apply today and discover where a career at 1st Central could take you.
To find out more about careers at 1st Central, take a look here
