Description
A new exciting opportunity for an experienced Content Editor to work on a 3 month contract for our large blue chip Company client based in Paddington
Start Date: ASAP
Interview Date: ASAP
Role: Content Editor
Essential Criteria:
*Digital writing and proof-reading skills - in particular service experience
*Strong understanding of analytics and insight - and how to measure the success of content
*Fantastic communication, negotiation and influencing skills
*CMS and basic HTML skills
*Customer Experience and accessibility knowledge
*Planning and organising
*Expert in digital technology and trends, and their deployment to maximise customer experience.
*Highly developed Business analysis skills
*Strong interpersonal skills
*A passion for digital customer service and experience
*Excellent communication skills, verbal and written.
Desirable Criteria:
*Basic project management experience
*App content
*Social media/video
*Understanding of project management methodologies and process
*Ability to work with a large, varied work portfolio
*A strategic mindset and the ability to look forward into the future
Job Purpose:
*To write, review and optimise customer facing support content, ensuring that at all times content is fit for purpose, easy to understand, effective and driving a positive customer experience, reducing calls in our clients call centres and delivering commercial benefit
*Use data and insight to inform changes to Help content, and then measure its success
*Work directly with, and manage stakeholder expectations when making updates to the Help website, using data and insight to back up recommendations
*Oversee and project manage large packages of content updates
*Understand, improve and own the editorial process for all digital service content, including using CMS, Knowledge Base and analytical tools
Liaise with the Customer Team, Social Team and Retail to improve information flow and consistency to our customers
Key Responsibilities
To create, edit and own all support content for Digital In Life & Retention
Use data to inform decisions and regularly report back on how successful content launches and changes are
To be a knowledge custodian of customer-facing digital service content, and take accountability for all content that is published
To work with relevant stakeholders to ensure that an end-2-end content and journey is correct, helpful, consistent with other channels (CS and Retail) and driving a positive customer experience
To work with demand generators to define requirements, and feed them into the production process appropriately.
To own an ongoing programme of support content improvements and optimisation
Work collaboratively alongside Customer Ops, Marketing & Retail to ensure that the knowledge content is aligned to and supports the wider strategy of these channels.
Overall customer satisfaction - NPS, Easy Score, Helpfulness ranking and PTC measures
To be an active advocate for self service with a core focus on digital customer support.
To apply please forward your up to date CV. To avoid disappointment please apply before the closing date - 15.30 on Monday 15th September
Please note due to large volumes of applications expected for this role you will be contacted if successful.
Hy-phen Limited is acting as an Employment Business in relation to this vacancy.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.