Content specialist - support and knowledge management

Role Overview

Reporting to the Content Specialist Service Manager, the Content Specialist will develop and maintain high‑quality support content that empowers customers and internal teams, overseeing content across multiple platforms and ensuring accuracy and brand consistency.

Key Responsibilities Write and edit content for FAQ, KM CMS, Chat systems in the CRM, and email templates. Collaborate with the Creative Team to create design collateral that enhances written assets. Maintain and administer backend systems (Umbraco, Genesys, Knowmax), reviewing content regularly for relevance and accuracy. Manage Knowledge Bases, support workflows and documentation for policies, processes and procedures, ensuring version control and up‑to‑date information. Implement and optimise content management processes to improve efficiency and quality. Track content performance, produce trend analyses and report on success metrics. Test and review content, including links and rollout procedures, t...