TalkTalk
Communication and Knowledge Specialist
This job is now closed
Job Description
- Req#: R0011021
The communication and Knowledge Specialist is a key role ensuring our system, processes and policies. Creation and ongoing management of our knowledge base delivering the needs of our agents to ensure they provide a great customer experience. Delivering all process / policy changes ensuring we drive our customers to our digital platforms, aligning to our digital adoption strategy.
As part of the Journey Management Team, you will be exposed to a variety of roles to help develop your career in TalkTalk. In return for your passion, effort and commitment your development will be invested in and a brilliant opportunity to be part of our exciting change.
The role offers the successful candidate who possesses a drive for clear knowledge content and communication the opportunity to gain experience and development of customer journeys, agile delivery and process improvements.
The Communication and Knowledge Specialist will…
Manage expectations, maintain good working relationships, and collaborate with key stakeholders across the Direct Consumer business and our Partners
Promote and actively drive a positive attitude towards the usage of Knowledge • “How to” guides: Create & regularly maintain guides on how to perform useful tasks
Ensure all communications are engaging, easy to understand, consume and act upon by our agents servicing our customers
Creation, ownership and regular maintenance of contact guides (guided flows), Knowledge content, Hubs, help content and supermails.
Drive agent engagement ensuring they are part of the development of new Knowledge content.
Work with operational stakeholders to ensure all content is correct, approved and ongoing ownership agreed.
• Ensure individual priorities are managed with collaboration and communication with project teams and operations.
• Ownership of agent feedback and facilitate of response with relevant project process owner.
Challenging our operational and project stakeholders to ensure we are clear on the deliverable for our agents.
Implementing our brand tone of voice across all communications and content. • Identification of opportunities to improve our Knowledge content and communications.
dentification of opportunities to optimise utilisation of content.
Responsible for testing of all Knowledge changes prior to deployment
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
About the company
TalkTalk TV is a UK-based consumer television and video on demand service, operated by the TalkTalk Group that originally launched in 2000.
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