- Creating an answer bot functionality for our customers' online journeys.
- Liaise with content owners and stakeholders to create a customer facing knowledge base hosted on Zendesk which will support our customer's online journey.
- Program all functionality and create customer support paths for all online journeys.
- Work with our communications teams to make sure that knowledge base content reflects the company branding and tone of voice and is suitable for external consumption.
- Deliver reports that will enable key stakeholders to understand how knowledge information is being served / accessed and where knowledge gaps may exist.
- Attending various meetings to input, gather feedback or deliver new ways of working.
- Design process guides to ensure all BAU activity is documented.
- Project management skills.
- Excellent verbal and written communication skills.
- Attention to detail, quick learner with the ability to multitask.
- Ability to build strong relationships with a wide range of stakeholders.
- Experience of working with digital channels – Zendesk is a must.
- Experience in creating customer pathways for answer bot functionality.
- Proactive and able to work alone.
- Working knowledge of Microsoft Office i.e., Word, Excel, PowerPoint and Outlook.
- Experience of working with AI.
- Previous experience working within a Contact Centre or Customer Service environment.
- Previous experience working on creating accessible content.
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Digital Content Specialist - Harlow, United Kingdom - Motability Foundation
Description
Salary: £40,000 to £42,000 per annumLocation: Based at our office in Harlow, EssexDo you have a passion for project management and supporting a customer journey? If so, please get in touch
This is a hands-on role managing a complex project from start to finish. If you enjoy working collaboratively to support key stakeholders in delivering accurate, user-friendly and supportive knowledge content for customers, then this is the perfect role for you
What you'll be doing:
About you:
Must haves:
Nice to haves:
Motability Foundation
At Motability Foundation we fund, support, research and innovate so that all disabled people can make the journeys they choose. We oversee the Motability Foundation Scheme and provide grants to help people use it, providing access to transport to hundreds of thousands of people a year.
We award grants to other charities and organisations who provide different types of transport, or work towards making transport accessible. We also carry out ongoing research, in partnership with disabled people and key stakeholders in the industry, to inspire innovations that continue to champion accessible transport for all.
Benefits
WHAT MOTABILITY CAN OFFER YOU
A career with Motability can offer you so much more than earning potential. We pride ourselves in offering some fantastic benefits and a culture to match, some of which includes;
Holiday – 26 Days + 8 Bank Holidays, increasing to 28 days after 5 years' service
Health and Wellbeing – We offer private health care with BUPA alongside an Employee Assistance Programme, eye tests, flu vaccinations, enhanced sick pay and discounted corporate gym membership. We take your physical AND Mental Health seriously, with our dedicated mental health first aiders you will have support and understanding from your colleagues.
Family Friendly – We offer enhanced Parental Leave inclusive of Adoption Pay and we understand that families require flexibility, we provide time off for dependants, flexible working hours and the option to work from home. Life Assurance is 4 x your salary.
Diversity and Inclusion - We value everyone's unique qualities and celebrate having a diverse and inclusive culture where everyone feels safe to be their authentic selves, no matter their age, ethnicity, religion, gender identity, sexual orientation, disability status, neurodiversity or otherwise. This is embedded in to our values and we celebrate our differences and create awareness throughout the year.
Celebrating Success – We love to recognise people that go above and beyond with our Spotlight Award as well as having team celebrations and social events throughout the year.
Our culture - In the Motability office we "dress for our day", it's an incredibly welcoming and inclusive environment where we look to support your career, we offer a mini bus service from Harlow Town centre and station for those using public transport to reach us and there are plenty of free hot beverages for when you arrive.
Pension – Up to 15%, inclusive of a 10% non-contributory addition and Motability matching your contributions up to 5%
How to find out more?
To find out more regarding the vacancy and for the full job description, please contact our Talent Team at:
Here at Motability Foundation, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, regardless of age, gender identity, ethnicity, religion, sexual orientation or disability.
We are a disability confident employer, so please do make us aware of any reasonable adjustments you might need throughout both the recruitment process and to work with us.
We are committed to offering to interview every disabled applicant who meets the minimum criteria for the job. Once you have applied please send us an email stating that you have a disclosed disability and we will offer you an interview.
