Content Editor - Knowledge Base

Premea; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A premium brand Automotive client is seeking a Knowledge Base Editor to develop and maintain content that enhances customer support. This hybrid role requires proven content editing experience and strong communication skills. You will collaborate with teams to ensure accurate and accessible knowledge articles. Ideal candidates will have a background in customer service and familiarity with knowledge base platforms. Join a project that directly supports service efficiency and customer satisfaction.

Qualifications

• Proven experience in content editing, technical writing, or knowledge management.
• Excellent written communication skills with strong attention to detail.
• Ability to simplify complex information and present it clearly.
• Experience working in a customer service or contact centre environment.

Responsibilities

• Develop and maintain clear, concise, and user-friendly knowledge articles.
• Collaborate with teams to gather information and translate complex processes.
• Ensure all content is up-to-date and aligned with brand tone.
• Monitor usage and feedback for knowledge base effectiveness.

Skills

Content editing

Technical writing

Customer service experience

Attention to detail

Organisation skills

Knowledge base platforms

Tools

Zendesk

Salesforce Knowledge

Confluence

Google Workspace

SharePoint

Job description

Overview

Our premium brand Automotive client is currently recruiting for the following role: Content Editor - Knowledge Base - 27.21/hr (Inside IR35) Coventry (hybrid potential) 12 Months (potential for yearly renewal)

About the Role: We are looking for a detail-oriented and proactive Knowledge Base Editor to join our Customer Relationship Centre team for 12 months. In this role, you will be responsible for creating, curating, reviewing and maintaining high-quality content that empowers our customer service agents and enhances the customer experience.

This is a pivotal role in shaping the future of customer support by creating and curating high-quality content that not only empowers our agents but also in the future fuel AI-driven customer service tools.

You'll work closely with subject matter experts, operational teams, and technology partners to ensure our knowledge base is accurate, accessible, and aligned with business goals. Your work will directly support service efficiency, consistency, and customer satisfaction.

Key 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 knowledge base effectiveness.
• Support the rollout of new services and processes by creating supporting documentation.
• Work with digital tools and platforms to manage content workflows and publishing.
• Champion knowledge management best practices across the service centre.
• Actively promote the knowledge base internally as the go-to place for knowledge
• Review existing articles and optimise for improved engagement and knowledge-sharing as well as for scale
• Measure performance of content and report on usage/engagement.

Required Skills & Experience

• Proven experience in content editing, technical writing, or knowledge management.
• Excellent written communication skills with strong attention to detail.
• Ability to simplify complex information and present it clearly.
• Experience working in a customer service or contact centre environment.
• Familiarity with knowledge base platforms (e.g., Zendesk, Salesforce Knowledge, Confluence).
• Strong organisational and time management skills. Self-motivated and proactive.
• Experience working in a customer service environment is essential, with a strong understanding of service operations and customer needs

Preferred Qualifications

• Experience with content governance and version control.
• Understanding of customer experience principles.
• Familiarity with cloud-based collaboration tools (e.g., Google Workspace, SharePoint).
• Basic HTML or CMS experience is a plus not essential.

Additional information

This role is on a contract basis and is Inside IR35.

The services advertised by Premea Limited for this vacancy are those of an Employment Business. Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.