Content Editor

TipTopJob; West Midlands Combined Authority; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service firm in Whitley seeks a Knowledge Base Editor to enhance customer service through high-quality content creation. This role supports the development of knowledge articles, ensuring clarity and relevance while working in a hybrid setting. Ideal candidates should have experience in content editing and customer service, alongside familiarity with knowledge management systems. Join a team that values innovation and offers a platform for growth.

Qualifications

• Proven experience in content editing, technical writing, or knowledge management.
• Excellent written communication skills.
• Experience working in a customer service or contact centre environment.

Responsibilities

• Develop and maintain user-friendly knowledge articles and documentation.
• Collaborate to gather information and translate complex processes.
• Ensure content is up-to-date and aligned with brand tone.

Skills

Content editing

Technical writing

Customer service experience

Familiarity with knowledge base platforms

Attention to detail

Organizational skills

Tools

Zendesk

Salesforce Knowledge

Confluence

Job description

Overview

Role: Knowledge Base Editor

Umbrella Rate: A GBP 27.30/hr (Inside IR35)

Are you ready to take your career to the next level? This exciting opportunity as a Knowledge Base Editor offers you the chance to be part of a forward-thinking team that is shaping the future of customer service. This company is committed to innovation and excellence, ensuring their employees thrive in a dynamic and collaborative environment. With hybrid working arrangements, this role is perfect for someone looking to contribute to transformative projects while enjoying flexibility and work-life balance.

Responsibilities

• Develop and maintain clear, concise, and user-friendly knowledge articles, FAQs, and process documentation.
• Collaborate with teams to gather information and translate complex processes into easy-to-understand content.
• Ensure all content is up-to-date, relevant, and aligned with brand tone and service standards.
• Monitor usage and feedback to continuously improve the knowledge bases effectiveness.
• Support the rollout of new services and processes by creating supporting documentation.
• Champion knowledge management best practices across the service centre and actively promote the knowledge base internally.

Qualifications

• Proven experience in content editing, technical writing, or knowledge management.
• Excellent written communication skills with strong attention to detail.
• Experience working in a customer service or contact centre environment.
• Familiarity with knowledge base platforms such as Zendesk, Salesforce Knowledge, or Confluence.
• Strong organisational and time management skills, with a proactive and self-motivated approach.

This role is pivotal in helping the company achieve its goals of enhancing customer experience and empowering customer service agents. By creating and curating high-quality content, you will directly contribute to service efficiency and consistency while supporting the company’s vision for AI-driven customer service tools in the future. This is your chance to make a meaningful impact and be part of a team that values innovation and excellence.

Location & Working Arrangements

This position is based in Whitley, with hybrid working opportunities after initial training that include two days in the office (usually Tuesday and Wednesday) and the remaining days working from home.

How to Apply

If you’re ready to seize this incredible opportunity and become a key player in shaping the future of customer service, apply today. Don’t miss your chance to join a company that values your expertise and offers a platform for growth and success.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.