We are seeking a passionate, dedicated and detail-oriented Knowledge & Content Manager to join our Customer Experience team. About us We are a pioneering full fibre provider dedicated to delivering high-speed broadband connectivity to homes and businesses across the nation. With a network reaching over 500,000 homes, we are one of the UK's most rapidly expanding Altnets.
At our core, we value the unique contributions of our team members, fostering an environment where every voice is heard and empowered. We pride ourselves on our high engagement scores and our commitment to innovation in a dynamic industry. If you're customer obsessed, driven to deliver results, thrive in a fast-paced environment and are passionate about transforming customer experiences through impactful content and continuous learning then this could be the role for you.
About the Role This is a new role at brsk and the successful candidate will be responsible for creating, managing, and maintaining a comprehensive knowledge base that aids our support staff, as well as generating content for training manuals, agent tips and tricks, support communications and AI content. The candidate will also be responsible for our customer facing help centre articles, videos, FAQs, customer platform content (e.g. Customer Portal) and transactional customer communication (e.g., email, SMS and WhatsApp communication). This role is crucial for ensuring that our customers and employees have access to accurate, up-to-date information that enhances their experience and efficiency.
Key Responsibilities: Content DevelopmentCreate, update, and maintain comprehensive content for customer guides, FAQs, and support documentation.Ensure all content is consistent with brand voice and meets quality standards.Collaborate with product and support teams to understand content needs and create resources that address customer queries efficiently.Customer Experience EnhancementEnhance the user experience by ensuring that self-service content is easy to navigate and search.Monitor customer feedback and analytics to continuously improve and update content for optimal engagement and usefulness.Stakeholder Collaboration and FeedbackWork closely with internal stakeholders to gather content requirements and share best practices for knowledge management.Proactively seek feedback from users to identify areas for improvement and innovation within the knowledge base.Content Strategy and ManagementDevelop and implement content strategies that support the overall customer experience goals.Ensure that content management systems are utilised effectively to maintain up-to-date information across all channels.Performance Analysis and ReportingAnalyse content performance metrics and prepare detailed reports to inform strategic decisions.Identify trends and recommend new approaches to enhance content delivery and effectiveness.About You We are looking for a proactive individual with a passion for enhancing customer knowledge through effective content management. The ideal candidate should have:
Proven experience in managing knowledge bases or similar content management systems.A strong background in communications and/or copywriting as well as experience in creating training materials and user guides.Experience in creating multimedia content, writing AI content and driving adoption of self-serve platforms.Excellent written communication skills, with the ability to simplify complex information.Strong analytical skills for interpreting data and making data-driven decisions. Experience with content management systems and knowledge base platforms.An ability to work collaboratively with cross-functional teams.Experience in the fibre/telecommunications industry is essential and it is preferable if you have experience in HubSpot and/or Intercom.Location You will need your own reliable laptop and a strong internet connection, as this is primarily a work-from-home position (you will be paid a monthly working-from-home allowance as well as a connectivity allowance).
Although this is a remote role, we would like you to meet with the other members of the Customer Experience and Support team, therefore ideally you will be based in or around Johannesburg.
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