Create, maintain, and optimize knowledge content that drives accuracy, consistency, and first-time-right outcomes for customers
Job Summary
Create, maintain, and optimize knowledge content that drives accuracy, consistency, and first-time-right outcomes for customers.
Prepare and structuring content for AI consumption, including RAG-ready formats, compliant guardrails and source citations.
This is a fantastic opportunity to be part of a large-scale transformation programme that is evolving Capita’s contact centre and back-office environments into fully AI-enabled operations.
Matching Summary
Create, maintain, and optimize knowledge content that drives accuracy, consistency, and first-time-right outcomes for customers.
Skills & Requirements
Must-have
Create, maintain, optimize knowledge content
Apply clear taxonomy, tagging, metadata
Prepare content for AI consumption
Collaborate with SMEs and cross-functional teams
Plain-English writing and process simplification
Nice-to-have
Experience with AI-enabled knowledge
Experience with CCaaS/CRM platforms
Resilience and strong stakeholder interaction
Key Requirements
Experience in knowledge management, content design, technical writing, or process documentation
Background in contact centre or back-office operations
Understanding of taxonomy, metadata, tagging and search optimisation
Ability to interpret QA, analytics and customer insight