Knowledge and Chatbot Team Lead
First Central Insurance & Technology Group
- Haywards Heath, West Sussex
- £45,000-50,000 per year
- Permanent
- Full-time
- 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 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)
- 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
- 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