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A big part of the role is compiling, consolidating and editing draft content that will be assigned to you, that you deliver as part of our repeatable software development lifecycle model, or via Zendesk tools and other systems and sources in use at Moorepay, to meet the requirements for customer and colleague facing content. Your flexibility will ensure you’re up to the challenge of filling any gaps, as well as working with well-formed standard sources.
Ultimately, you'll be the custodian of our knowledgebases, passionately helping the business to leverage the full capability of the solution to drive improvements in the customer and colleague experience. This will drive-down demand through self-service and creating knowledgebase content, reducing contact demand and helping our customers and colleagues to work in the most optimal and efficient way possible.
This role will work from our Swinton office on a hybrid basis - 3 days office/2 days working remotely.
Key responsibilities in the role will include:
- Creating and managing the framework for the knowledgebase, ensuring consistent application/development across business functions thereby ensuring customers receive a consistent and high-quality experience.
- Ensuring adherence to best practices, coding standards, and quality assurance processes.
- Creating and updating technical documents and statements of work, when necessary.
- Working with business leads and continuous improvement/data insights colleagues to monitor the effectiveness of the knowledgebase and to drive increased self-service adoption and demand reduction through to the delivery teams.
- Understanding the impact of new content requirements on existing content, proposing changes, and taking action as appropriate.
- Seeking review, feedback and sign-off for content.
- Managing content of assigned deliverables as required, including structuring, updating, archiving and retiring content.
- Coordinating the production and delivery of multiple content items from various colleagues to provide an overall content package on time to the customer base for events such as product software releases.
- Regularly auditing the knowledgebases for efficiency and effectiveness.
- Leading projects to enhance or expand the knowledgebase setup based on audit and review findings.
- Working with the product, business readiness, marketing and delivery teams to identify opportunities to improve the capability of the knowledgebase and bring more insights and intelligence to our customers over the technology and processes we deliver.
- Supporting the roll-out of new knowledgebases as required by the business.
Skills & experience
Qualifications and skills
- Proven experience in knowledgebase development, preferably with Zendesk or other customer service platforms.
- Experience in designing and implementing knowledgebase solutions is preferred.
- Ability to manage multiple stakeholder requirements and tightly prioritise based on business need and overall impact.
- Strong written and verbal communication skills.
- Experience of using Moorepay products and services is an advantage.
- At least two years' experience in technical authoring, technical editing or similar roles, or experience of developing customer and colleague documentation (e.g. internal documents, statements of service, process documents, or other human-readable content with a defined structure).
- Experience with online content authoring tools.
- Basic knowledge of HTML.
- Advanced Microsoft Word and PowerPoint.
About you
- Technically minded with an excellent understanding of delivering a great customer experience through the use of self-service knowledgebases to underpin the services delivered.
- Able to think logically, work under pressure, and demonstrate initiative, enthusiasm, and a rapid learning capability.
- Excellent listening and questioning skills combined with the ability to interact confidently with the knowledgebase customers (colleagues and external customers) to establish what the problem is and explain the solution.
- Highly analytical with great attention to detail.
- Flexibility, resilience and positive attitude to adapt priorities in the face of changing needs, especially when under pressure.
- Successful team worker - supportive, cooperative, and collaborative. Able to build meaningful, productive working relationships across various teams to ensure appropriate inputs to content and projects, even where those relationships are predominantly built online through our extensive use of Microsoft’s online collaboration toolsets.
- Highly organised. Uses initiative to balance work across concurrent reactive and proactive work responsibilities. Tasks will include a mix of editing, maintenance and creative work.
- Service orientation - able to balance and meet customer needs and Moorepay business needs.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if you join our team:
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
