Content Creator

Role: Content Creator

Location: Calcot, Reading (hybrid after probation)

Salary: 31,500 DOE + bonus + benefits

Hours: 37.5 hours per week Mon-Fri

I am working with a leading brand client to support them in recruiting a permanent Content Creator for their offices in Calcot, Reading.

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. Additional responsibilities will include supporting the management team in the creation/formatting of imperative documentation, as well as ad hoc requirements

Do you have experience working within content creation?

Experience:

• Development and understanding of the architecture for the overall knowledge base implementation
• Assimilate information extracted from various systems and existing documents and re-write it into a defined style, ensuing that it is clearly articulated and easy to understand
• Develop and manage a robust "review and refresh" process that cleanses the knowledgebase of out-of-date information.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
• Provide regular training to users of how to use the knowledge base and gather feedback on a regular basis
• Work on FAQ's that will be fit for external customer consumption.
• Write and implement customer/Centre facing knowledge articles as required.
• Coordination with Manager/Seniors/Quality Analysts.
• Supports training content preparation.
• Proactively manage knowledge articles that do not deliver agent or customer satisfaction. Re-write or remove accordingly.
• Produce content that is written in line with brand tone of voice and consistent across all channels

Skills/Knowledge/ Experience

• Deep understanding of Contact centres and technologies
• 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 and listening skills
• Ability to build an extensive network of contact centre peers and experts
• Planning, organising and prioritisation skills

Please follow the link to apply for this Content Creator role based in Calcot, Reading.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail.