CX Knowledge & Content Specialist

2 days ago

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Description

• Work with SME’s to regularly review existing content to ensure it's accurate, up-to-date, and relevant • Build a knowledge base strategy that promotes knowledge sharing across a Global CX team • Create new articles, FAQs, or how-to guides based on user feedback, changing processes, or new product features • Track metrics like page views and searched articles to identify areas for improvements • Oversee the use of knowledge base software and tools, ensuring they are efficient and user-friendly and work with the tech team to enhance knowledge base features and functionality • Create chat and email shortcuts and templates for agent use to enhance efficiency when interacting with customers • Create knowledge assessments and design targeted knowledge articles to develop knowledge gaps across CX

Requirements

• Proven experience in knowledge management or a similar role with a strong understanding of knowledge management principles and best practices • Strong stakeholder management skills enabling you to build excellent relationships across departments including - Customer Experience, Content, Quality assurance & Tech to ensure the content and processes we’re developing in our knowledge base and agent templates are accurate and up to date • A motivated self-starter who is able to work in a fast paced environment, multitask and take initiative • Strong writing and editing skills, with a keen eye for detail • Strong understanding of knowledge management principles and best practices

Benefits

• Company pension contributions at 5% • Individualised training budget for you to learn on the job and level yourself up • Discounted holidays for you, your family and friends • 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum • Enhanced maternity/paternity leave • Cycle to work scheme, season ticket loan and eye care vouchers