First Central
Knowledge and Chat Bot Content Editor (12 Month FTC)
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Knowledge & Chat Bot Content Editor Fixed Term Contract (12 months) – Customer Experience Team
At 1st Central, one of the UK’s leading motor and home insurers, we combine smart technology, data, and great service to deliver fast, fair, and simple insurance for over 1.4 million customers. Our company culture prioritises support, trust, and growth opportunities—whether through skill development, new challenges, or meaningful impact.
If you thrive on writing engaging content, love crafting exciting articles, and want to play a key role in enhancing our customer experience, we’d like to introduce you to an exciting opportunity as our Knowledge & Chat Bot Content Editor.
About the Role
We are hiring a content creation expert to develop best-practice solutions for SMEs across the business across multiple consumer channels. As part of our Customer Experience team, you’ll collaborate closely with the Knowledge Management Specialist to craft clear, accurate, and current content—both for internal use and our knowledge base.
You’ll also contribute to chatbot responses, ensuring they radiate the same depth of understanding and effectiveness as our human interactions. This role is ideal for someone who values clarity, compliance, and a proactive approach—with the flexibility to thrive as a remote worker (one day in the office per week chosen by you).
Responsibilities
Content Development & Knowledge Management
- Lead the development of internal and external knowledge articles for our Knowledge Base, ensuring they are easy to consume, up-to-date, and compliant with company guidelines.
- Write engaging chatbot responses that successfully resolve customer queries and enhance the customer journey.
- Collaborate with relevant Subject Matter Experts (SMEs) across the business to gather, vet, and update information.
- Oversee call guides in consultation with the Contact Center to optimise call flow efficiency.
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Research, Compliance & Analytics
- Conduct data-driven research to keep articles current, accurate, and aligned with regulatory standards (including FCA’s Consumer Duty).
- Maintain an audit log of all articles for governance inspection and compliance oversight.
- Monitor system reporting to measure the effectiveness of knowledge materials and chatbot performance, using insights as a basis for continuous improvement.
- Prepare usage reports for managers to demonstrate impact and guide future content development.
Process Leadership & Collaboration
- Champion Knowledge Base adoption across the business by hosting meetings, sharing best practices, and acting as an ambassador for knowledge-led improvements.
- Identify gaps in knowledge reserves and create custom solutions to ensure cross-functional scalability.
- Work with Marketing, Legal, and Operations teams to align content with branding and regulatory compliance.
Key Skills & Expertise
Must-Have Experience
- Strong knowledge of FCA requirements, particularly those relating to Consumer Duty.
- Writing & editing skills to produce compelling, engaging, and accessible content.
- Hands-on experience with knowledge management systems.
- Experience with SEO principles and content optimisation.
- Attentive to how people retain information and diverse learning styles.
- Expertise in public compliance guidelines.
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Essential Technical Proficiencies
- Ability to craft jargon-free, plain-language content tailored to end users.
- Precision in editing, proofreading, and ensuring error-free final output.
- Strong IT & technical literacy to navigate and leverage knowledge tools.
- Excellent research, communication, and problem-solving skills.
Work Behaviours & Mindset
- Passion for great customer experience with a strong growth mindset.
- Self-motivation, enthusiasm, and results-driven ambition.
- Compliance with Group Code of Conduct and Fitness & Proprity policies.
- Adaptability, teamwork, and proactive mentality—always dedicated to exceeding performance targets.
How You’ll Work
We offer flexibility to define your schedule while adhering to company standards. The role blends remote work with in-office collaboration to ensure cohesive teamwork and knowledge-sharing.
Why Choose 1st Central?
At 1st Central, our success hinges on our people. We invest in growth, give room for innovation, and foster meaningful impact. If you'd like to contribute to content that helps over 1.4 million customers every day, let’s work together.
Ready to join us? Explore career opportunities at our careers platform and apply today!
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