Content Specialist

Beschreibung:

Who we are:
(COMPANY NAME) is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We've already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status - the fastest company in Europe to do so *bragging-not-bragging*
There are some exciting projects coming up and we've got big growth plans. Want to join us?

The role.

We are seeking a highly motivated and organised Content Specialist to join our dynamic team. In this role, you will be responsible for maintaining and optimising our internal knowledge base and public-facing help centre. You will play a pivotal role in ensuring that both resources provide accurate, up-to-date, and user-friendly information for our teams and customers globally. You will have the opportunity to collaborate closely with various departments across the UK, acting as a central point of contact for content creation, maintenance, and quality assurance.

Day to day responsibilities

Internal Knowledge Base:
* Maintain the internal knowledge base, ensuring it is accurate, organised, and easily accessible for employees in the UK.
* Collaborate with cross-functional teams to gather, verify, and update information within the knowledge base.
* Develop and implement content standards and best practices for knowledge base entries.
Macro Development and Maintenance:
* Support the creation and updating of internal macros to enhance workflow efficiency and improve productivity for teams on both sides of the business.
* Identify opportunities for macro implementation and facilitate cross-functional collaboration to ensure successful deployment.
* Collaborate to conduct regular reviews of macros to assess their relevance and effectiveness.
Public-Facing Help Centre:
* Manage and update content on the public- facing help centre, providing clear and concise information for customers in the UK.
* Collaborate with Customer Support, Product and Marketing & Design teams to understand user needs and develop content that effectively addresses their queries.
* Implement SEO best practices to optimise the discoverability of help centre articles.
Content Quality Assurance:
* Conduct regular audit checks in line with our processes to ensure the accuracy, completeness, and relevance of all content across both the internal knowledge base and public-facing help centre.
* Leverage user feedback and analytics data to continuously improve the quality and usability of content.
* Stay informed about product updates, feature releases, and company initiatives to maintain up-to-date content.
Collaboration:
* Foster strong relationships with Product, Customer Support, Marketing, and other relevant teams in the UK.
* Gather information and ensure alignment in communication across different departments and locations.
* Stay informed about product updates, feature releases, and company initiatives to maintain up-to-date content.
Audit and Governance Structure:
* Manage a clear audit process and follow internal governance structures for both the help centre and macro development processes.
* Document content quality standards and review procedures.
* Conduct regular audits of both the help centre and macro library to ensure compliance with standards and identify areas for improvement.
* Report on audit findings and recommendations to stakeholders.
* Proactively investigate and address any identified issues in a timely manner.
We're looking for...
* Minimum 1-2 years of experience in content creation (or equivalent experience in QA, Operations, Process Improvement within Fintech).
* Experience managing and maintaining knowledge bases or similar information resources.
* Proven ability to write clear, concise, and user-friendly content.
* Strong understanding of SEO best practices.
* Excellent organisational skills .
* Excellent analytical and problem-solving skills.
* Strong communication and collaboration skills.
* Ability to work independently and take initiative.
* Proficiency in Microsoft Office Suite and familiarity with content management systems.
* Experience working in a cross-functional and globally dispersed environment preferred.
Benefits:
Compensation & Savings
* Pension scheme - 5% employee contribution and 3% employer contribution
* Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
* Income Protection - up to 75% of annual basic salary to cover long term injury or illness
Health & Wellbeing
* Private Medical Insurance including;
* GP consultations (video, telephone or face-to-face)
* Prescribed medication
* In-patient, day-patient and out-patient care
* Mental health support
* Optical, dental & audiological cover
* Physiotherapy
* Advanced cancer cover
* Menopause support
* Employee Assistance Programme including
* Unlimited mental health sessions
* 24/7 remote GP & physiotherapy
* 24/7 helpline for emotional & practical support
* Savings & discounts on everyday shopping
* 1:1 personalised wellbeing consultations
* Gym membership discounts
Family Friendly Policies
* Enhanced maternity pay
* Enhanced paternity pay
* Enhanced adoption pay
(COMPANY NAME) App Rewards
* 5% cashback in (COMPANY NAME) rewards on purchases through the app
* £200 (COMPANY NAME) rewards bonus for WFH set up
Learning & Development
* Professional Qualifications
* Professional Memberships
* Learning Suite for e-courses
* Internal Training Programmes
* FCA & Regulatory training
Workplace Perks
* Hybrid Working 3 days in office
* Casual dress code
* Work related social events
* Free fruit, snacks, and refreshments in the office