Content Editor
William Hill
Manila , Philippines
20h ago

Job description

What you’ll be doing :

Create, develop, manage and optimise content for William Hill’s Customer Service Help Centre through the delivery of FAQ’s, guides and support content.

Provide solutions that enhance customer experience through the delivery of continuous improvement initiatives that increase customer self-serve

Design and Delivery :

  • Create, develop and manage content across William Hill Help Centres
  • Create and design content, FAQ’s, articles, guides and How-to guides
  • Work with other areas of the business on key projects to ensure all legal, regulatory and compliance information is clear and transparent for William Hill customers
  • Work with our International Publishing team to ensure consistent and accurate content is across all our Help Centres and sites
  • Provide reporting and insight to stakeholders on trends, KPI’s, self-service success and opportunities using a variety of tools
  • Assure web-based information is archived for future needs and reference
  • Research market leaders and industry to keep current with emerging technologies and Best Practice
  • Be available to address critical business issues as and when they occur with prioritisation of activity based on urgency and importance
  • Continuous Improvement :

  • Analyse data and optimise the resolution, relevance and self service capability of the Help centres
  • Undertake root cause analysis to identify drivers of contact and customer dissatisfaction; identifying Identify areas of improvement through investigating and analysing customer feedback and contact data
  • Analyse the impact of improvement to content on customer contact volumes to quantify the success of changes
  • Analyse customer journeys and identify key friction points, clearly articulating opportunities for improvement
  • Development :

    Identify and plan areas for personal development

    What we’d like to see from you :

  • At least 2 years relevant experience in Contact Centre Customer Service Communications
  • At least 2 years relevant experience in content design and customer communication design
  • At least 2 years relevant experience in process improvement
  • Exceptional communication skills, particularly written, are a must in English and in one additional customer facing language would be an advantage
  • Excellent organisational skills; ability to manage and maintain multiple projects in a fast-paced, deadline driven environment
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