Content Co-ordinator

2 months ago

Stockport, United Kingdom Vitality Full time

This role is a 6 month FTC

**Overall Job Purpose**

We’re excited to offer the opportunity to join our Knowledge Base Team at Vitality UK. The team is responsible for the ongoing creation and management of content for the Operational Knowledge Base system. We’ll also soon be taking ownership of a new external self-service platform available through the company website, so it’s an exciting time for the team

We work across the business with information collated from multiple stakeholders and sources. The ultimate aim is to provide people with the answers they need when they need them to improve both the agent and customer journeys. Whether it’s frontline teams dealing with a query or customers trying to self-serve online, it’s our job to get them the information they need using a variety of methods including keyword and natural language search, intelligent navigation and guided search, and AI-driven, contextual delivery of content.

You’ll be part of a small, dedicated Knowledge Base Team operating in a ‘business partner’ type structure. You’ll spend the majority of your time collating and writing content for our platform(s) and then proactively monitoring how our users engage with it, using this insight to continuously improve. The rest of the time you’ll be handling user or stakeholder feedback, looking at usage analysis, supporting large-scale projects with any knowledge requirements, or proactively looking for problems to solve with some well-placed content, all whilst adhering to our governance processes and content guidelines

**Who we’re looking for**

We’re looking for a gifted writer and/or content creator, with a keen eye for detail, who is passionate about making a direct difference to our agent and customer experience. You’ll be confident in breaking down complex information and processes into digestible, engaging, and accurate support content.

You’ll be partnering with Operational teams to redesign, update and migrate internal and member-facing content from legacy systems to a new platform within a tight deadline.

**Skills Required**:
Essential
- Demonstrable ability/experience with technical writing, content creation and/or marketing
- Obsessive attention to detail, grammar and punctuation
- Excellent communication skills, both written and verbal
- Ability to rewrite/reinterpret existing content for a specific audience in line with company and team guidelines
- Skilled in proofreading and editing own work
- An ability to understand and communicate using medical/insurance terminology
- Skill and discipline to manage own workload and timescales, ensuring all content meets targeted review and publish dates
- Ability and confidence to offer ideas that contribute to team objectives
- Ability to work both independently and co-operatively with team members
- Confidence to liaise with multiple stakeholders from all business levels to gather requirements or report on progress
- Quick to learn new technical skills and systems

Desirable
- Degree or qualification in English/Marketing or suitable experience in a similar discipline
- Experience working with Salesforce Knowledge
- Experience of using Jira
- Experience of writing with SEO best practices
- Wider knowledge management experience

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