Chat Bot Content Editor; FTC

About the Role

Knowledge & Chat Bot Content Editor for the Customer Experience team on a 12‑month fixed term contract. Based in either Haywards Heath, West Sussex or Manchester, Salford Quays.

• Lead the development of knowledge articles for internal and external use, and for chat‑bot responses.
• Develop and review articles and responses that are clear, engaging, and align with company tone of voice.
• Respond to business and knowledge requests in line with agreed SLAs to keep content up‑to‑date.
• Maintain and update call guides and work with the Contact Centre to optimise call flows.
• Research and collaborate with SMEs to ensure accuracy of information.
• Maintain audit logs of articles for governance inspection.
• Ensure all content is approved by compliance and incorporate feedback from Marketing as required.
• Use system reporting to measure effectiveness of knowledge materials and chat‑bot responses, and drive continuous improvement.
• Produce reports on usage and learnings for managers across the business.
• Champion Knowledge Base usage across the organisation by hosting hubs, sharing data, and acting as a visual representation of Knowledge on‑site.
• Identify knowledge gaps and create relevant content in collaboration with all business areas.
• Adhere to and consider all regulatory requirements at all times, including Consumer Duty.
• Act in accordance with the Group Code of Conduct, Fitness and Propriety policies, Company Policies, Values and guidelines, and other relevant standards/regulations.

Work flexibly, with most time working from home and one day a week in the office. Preference for office work is acceptable.

• Creativity – crafting engaging and interesting content.
• Time management – prioritising tasks to meet deadlines.
• Audience awareness – tailoring language and style to suit the target audience.
• Editing and proofreading – ensuring the final product is polished and error‑free.

• Knowledge of FCA requirements, including individual responsibilities in relation to Consumer Duty.
• Experience in writing compelling, engaging and easily consumable content.
• Experience working with knowledge management systems.
• Experience applying SEO techniques.
• Good understanding of how people retain knowledge and different learning styles.
• Strong knowledge of current Compliance guidelines.

• Ability to understand and apply format and language suitable for the end user.
• Ability to write in plain, simple and engaging language.
• Ability to meet tight deadlines.
• Ability to produce engaging knowledge articles and materials.
• Good IT and technical skills.
• Good analytical and numeracy skills.
• Excellent verbal and written communication skills.
• Strong time management and organisation skills.

• Passion for knowledge and great customer experience.
• Self‑motivated, enthusiastic and proactive.
• Embrace, embed and incorporate Company values.
• Target‑driven and results‑focused.
• Organised and initiative‑taking.
• Attention to detail and accuracy.
• Flexible approach with a positive attitude.
• Ability to work independently and as part of a team.