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Content Creator
Job Posted: 6 days ago
Salary: £ 31,500 - 31,500 / Annum
Job Type: Permanent
Location: Reading, Berkshire
Expire in: 21 days
Job Description
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Develop and manage a robust "review and refresh" process that cleanses the knowledgebase of out-of-date information.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.
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