Knowledge Base Editor – Customer Relationship Centre

​About the Role:

• We are looking for a detail-oriented and proactive.

• Knowledge Base Editor to join our Customer Relationship Centre team for 12 months.

• In this role, you will be responsible for creating, curating, reviewing and maintaining high-quality content that empowers our customer service agents and enhances the customer experience.

• This is a pivotal role in shaping the future of customer support by creating and curating high-quality content that not only empowers our agents but also in the future fuel AI-driven customer service tools.

• You’ll work closely with subject matter experts, operational teams, and technology partners to ensure our knowledge base is accurate, accessible, and aligned with business goals. Your work will directly support service efficiency, consistency, and customer satisfaction.

Key Responsibilities:

• Develop and maintain clear, concise, and user-friendly knowledge articles, FAQs, and process documentation.

• Collaborate with teams to gather information and translate complex processes into easy-to-understand content.

• Ensure all content is up-to-date, relevant, and aligned with brand tone and service standards.

• Monitor usage and feedback to continuously improve knowledge base effectiveness.

• Support the rollout of new services and processes by creating supporting documentation.

• Work with digital tools and platforms to manage content workflows and publishing.

• Champion knowledge management best practices across the service centre.

• Actively promote the knowledge base internally as the go-to place for knowledge

• Review existing articles and optimise for improved engagement and knowledge-sharing as well as for scale

• Measure performance of content and report on usage/engagement.

Required Skills & Experience:

• Proven experience in content editing, technical writing, or knowledge management.

• Excellent written communication skills with strong attention to detail.

• Ability to simplify complex information and present it clearly.

• Experience working in a customer service or contact centre environment.

• Familiarity with knowledge base platforms (e.g., Zendesk, Salesforce Knowledge, Confluence).

• Strong organisational and time management skills. Self-motivated and proactive.

• Experience working in a customer service environment is essential, with a strong understanding of service operations and customer needs

Preferred Qualifications:

• Experience with content governance and version control.

• Understanding of customer experience principles.

• Familiarity with cloud-based collaboration tools (e.g., Google Workspace, SharePoint).

• Basic HTML or CMS experience is a plus not essential.