We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
Are you a whizz with words and enjoy the thrill in creating engaging content and writing exciting articles? We have a role that could be for you as a Knowledge & Chat Bot Content Editor to be based from either Haywards Heath, West Sussex or Salford Quays, Manchester.
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.
Core skills we’re looking for to succeed in the role:
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
This is a great opportunity to create engaging chat bot content which successfully concludes customer conversations and enhances the customer journey for First Central.
Working flexibly, you'll spend most of your time working from home, with one day a week in the office. But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.
Does this sound like you? Read the full job profile further and apply.
What’s involved:
- Act as a 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 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 in line with agreed SLAs to keep articles up to date.
- Maintain and update call guides, working with the Contact Centre to optimise call flows.
- 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.
- Proactively champion Knowledge Base usage across the business by hosting hubs, sharing data and being a visual representation of Knowledge on-site.
- Work closely with all areas of the business including to identify areas of knowledge gaps and create relevant content.
- To adhere to, and consider, all regulatory requirements at all times, including Consumer Duty.
- Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
- Any other reasonable duties as required.
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
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
