Back to search
- Content Writer (Knowledge Author)
- £31,500
- Reading - 3 days in office upon passing probation
Hays Marketing are working with a well known high end car manufacturer and aiding in their search for a confident and experienced writer. The role will be responsible for creating, maintaining and expanding a database of content to improve the quality and consistency of communication to their customers.The role will involve both creating new content and formatting and inputting pre-written content into the knowledge database.
The Role
- Assimilate information extracted from various systems and existing documents and re-write it into a defined style, ensuring that it is clearly articulated and easy to understand
- Ensure legal and operational accuracy
- Develop and manage a robust "review and refresh" process that cleanses the knowledgebase of out-of-date information.
- Gather feedback from the case managers regarding view of the knowledge base, to identify if information is easily readable, if any amendments/changes need to be made to layout etc.
- Review the structure of the knowledge base on a regular basis, to ensure that it reflects the needs of the business - utilising BIC process mapping
- Provide regular training to users on how to use the knowledge base and gather feedback on a regular basis
- Create a fit for purpose template for knowledge articles that meets the needs of the advisors and support answers to common queries.
- Be confident in identifying FAQ's that will be fit for external customer consumption.
- Write and implement customer/Centre facing knowledge articles as required
- Work with the Trainer to understand what information advisors may require in the knowledge database
- Coordination with Manager and stakeholders for feedback and updates on knowledge sources to support the creation of templates and guidance to enhance database and query resolution.
- Supports training content preparation and conference presentation materials
- Actively manage articles that do not deliver customer satisfaction. Re-write/remove accordingly.
- Produce content that is written in line with brand tone of voice and consistent across all channels
- Provide branded and vibrant material to support comms
The Candidate
- Previous experience of writing content for a premium product
- Exceptional grasp of the English language
- Project management training beneficial
- Strong influencing skills
- Communication skills - verbal and written
- Excellent writing skills
- Ability to build an extensive network of contact centre peers and experts
- Planning, organising and prioritisation skills
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
