🚀 Knowledge Base Editor

Our OEM Client based in Whitley, Coventry, is searching for a Knowledge Base Editor to join their team inside IR35. This contract position lasts until 1 September 2026.

Umbrella Pay Rate: £27.03 per hour.

We are looking for a detail‑oriented and proactive editor to create, curate, review and maintain high‑quality content that empowers our customer service agents and enhances the customer experience.

This pivotal role shapes the future of customer support by building content that not only empowers agents but also fuels future AI‑driven tools.

You will work closely with Subject Matter Experts, Operational Teams and Technology Partners to ensure the knowledge base is accurate, accessible and aligned with business goals. Your work directly supports 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 measuring performance of content and reporting on usage/engagement.

Skills & Experience Required

• 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.

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