Knowledge and Chat Bot Content Executive

Knowledge and Chat Bot Content Executive

Location:
Haywards Heath
Salary:
£22,053 - £27,000 dependent on experience
Department:
Commercial
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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.

Job Purpose:

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

Job Responsibilities:

  • 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

  • Experience in writing compelling, engaging and easily consumable content

  • Experience of knowledge management systems

Skills

  • 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

Knowledge

  • Good understanding of how people retain knowledge and different learning styles

  • Strong knowledge of FCA requirements (including TCF)

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

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

  • Flexible working

  • 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 .

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glassdoor

86% of people would recommend a friend to work at First Central

Based on 150 Glassdoor reviews (October 2021)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.