We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
Fancy a new career in a fast-paced and dynamic workplace? If so, this could be your lucky day! We’re looking for a Knowledge and Chat Bot Content Executive to join our Marketing team in Haywards Heath, West Sussex.
You will act as a content SME by working closely with the Knowledge Management Specialist to develop articles (for both internal and external consumption) for the Knowledge Base which are easy to use, accurate and current, and to create engaging chat bot content which successfully concludes customer conversations.
To be successful in this role, you’ll need to:
Have strong written English skills, with the ability to create natural and flowing communications
Have the ability to work closely with stakeholders and create quality outputs
Have experience working in an Insurance or Financial Services setting
Establish role as the content SME and local lead point of contact in the development of knowledge articles for internal and external use, and for chat bot responses
Develop articles and responses which are easy to understand, in line with the company’s 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; and prepare new material as needed.
Respond to business and knowledge requests to keep articles up to date
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, and use this to make continuous improvements to content
Effectively produce reports as required to report usage and learnings for appropriate Managers across the business
Support the rollout, training and onsite floorwalking for the Knowledge Base launches
Work closely with all areas of the business including Service Quality to identify areas of knowledge gaps and create relevant articles
To adhere to and consider all regulatory requirements at all times, including TCF
Any other reasonable duties as required
Job Specific Competencies:
Experience in writing compelling, engaging and easily consumable content
Experience of knowledge management systems
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 and any future roll out plans
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
Problem solving skills with the ability to adopt a logical approach to solving problems
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
What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
Fantastic training and development opportunities
Employee benefit packages to suit your lifestyle
YOUday – we give you an extra day off to celebrate a special day
The opportunity to take a paid day off each year to do charity work
A health cash plan
Help with travel expenses
The opportunity to buy additional holiday
Company pension scheme
Group life assurance
Enhanced maternity and paternity pay
Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.
For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
If this job sounds like the role you're looking for, apply today!
We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.
We’re happy to discuss flexible working during the recruitment process .