Knowledge and Chatbot Team Lead

First Central Insurance & Technology Group

  • Haywards Heath, West Sussex
  • £45,000-50,000 per year
  • Permanent
  • Full-time
  • 17 days ago
We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards.Are you passionate in leading a dynamic team, collaborative player who enjoys the thrill in shaping the future of chatbot communication? Look no further! We're seeking a talented Knowledge and Chatbot Team Lead to join our Customer team in Haywards Heath, West Sussex.You'll be responsible for enhancing and evolving the approach to knowledge management both internally, customer facing and chatbot functionality across the organisation. You'll design effortless chatbot journeys which will drive customer containment, increase knowledge retention, support expansion of chatbot whilst developing and enhancing knowledge management tools. You'll be providing colleagues with the relevant materials to create engaging FAQ content to meet the needs of our colleagues, customers and the business - good customer outcomes are key at First Central.As a Knowledge and Chatbot Team Lead, you'll need a blend of technical expertise, leadership, and knowledge management platform skills as follows:Technical Proficiency: You can understand chatbot management tools, making enhancements and improvements to deliver effortless serviceLeadership: Lead and inspire your team, ensuring effective collaboration and productivityStakeholder Engagement: Manage expectations and communicate effectively with stakeholdersWorking flexibly, you'll spend most of your time working from home, with a day a week in the office. But of course, it's your choice - if you prefer to be in the office more - that's good with us too.Are you up for the challenge? Then read further and click apply if you are interested to start your career with us!Job responsibilities:
  • Manage an internally facing knowledge hub and externally facing FAQs as central stores for all knowledge materials which are easy to use, engaging and meets the needs of colleagues, customers and the business
  • Manage the customer facing chatbot. Continually improving and adding functionality that deliver effortless self service experiences and drives customer containment
  • Support expansion of chat and the implementation of asynchronous messaging as a channel
  • Work collaboratively with teams across the business to ensure all knowledge materials are kept up to date and amended as and when processes change
  • Driven from usage analytics and user feedback, measure the effectiveness of knowledge materials and make improvements
  • Working alongside the Customer Optimisation team and suppliers, design and deliver a roadmap of chatbot, knowledge and FAQ functionality improvements
  • Research new trends in Knowledge Management and introduce these where appropriate. Identify and recommend other solutions and tools to key stakeholder that will enhance knowledge retention
  • Act as the central owner of our knowledge system to ensure we are utilising this effectively and analyse trends to drive improvements
  • Lead a team, conducting the full range of people management duties (performance management, recruitment etc) as well as building the team's skillset and capability
  • Ensure that all knowledge supports delivering good customer outcomes
  • Work closely with Compliance to ensure knowledge materials are compliant in relation to regulations and Company policies
  • Adhere to and consider all regulatory requirements at all times, including Consumer Duty
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations
  • Any other reasonable duties
Experience & knowledge:
  • Experience of knowledge management systems
  • Strong experience of designing innovative learning materials
  • Strong experience of analysing L&D metrics
  • Excellent understanding of how people retain knowledge and different learning styles
  • Good understanding of the business objectives
  • Strong knowledge of FCA requirements (including Consumer Duty)
Skills & Qualifications:
  • Ability to produce engaging learning materials
  • Strong IT and technical skills
  • Excellent MI analytical skills
  • Excellent communication skills, both verbal and written
  • Good time management and organisation skills
  • Problem solving skills with the ability to adopt a logical approach to solving problems
  • Strong leadership capabilities with the ability to inspire and coach direct reports
Behaviours:
  • Passion for knowledge
  • Collaborative to the core
  • Self motivated and enthusiastic
  • Embrace, embed and incorporate the Company values
  • An organised and pro-active approach
  • Takes initiative to make decisions
  • Emphasis on attention to detail and accuracy
  • A flexible approach and positive attitude
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the business
What can we do for you?People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy, take a look at all our perks in full .Intrigued? Our Talent team can tell you everything you need to know about what we want and what we're offering, so feel free to get in touch.

First Central Insurance & Technology Group