Knowledge and Chat Bot Content Editor

First Central

Content Editor developing knowledge articles for chatbot interactions at 1st Central, a UK insurance company. Focusing on customer engagement and effective information delivery.

Posted 6/25/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Act as a lead point of contact in the development of knowledge articles for internal and external use
Develop articles and responses which are easy to understand, in line with the company tone of voice, engaging and meets the needs of customers and colleagues.
Develop and review relevant articles and responses as required, keeping data accurate and current.
Prepare new material as needed.
Respond to business and knowledge requests in line with agreed SLAs to keep articles up to date.
Maintain and update call guides, working with the Contact Centre to optimise call flows.
Research using alternative sources including working with appropriate SMEs across the business to ensure accuracy of information.
Maintain audit log of articles for governance inspection.
Ensure all articles and responses are approved by compliance and respond to feedback from Marketing as required.
Understand the system reporting to measure the effectiveness of knowledge materials and chat bot responses.

Requirements

What you’ll need

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

Benefits

Comp & perks

Flexible working hours
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

knowledge management systemsSEO techniquescontent writingdata accuracysystem reporting

Soft Skills

communicationengagementresearchcollaborationadaptability