Working as part of our Communications and Knowledge Team, the key to this role is to make sure our system, processes and policies deliver the needs of front-line agents to ensure they provide a great customer experience.
You’ll also support business priorities by delivering effective communications activity. You’ll bring our change roadmap to life for advisors, building a culture of active participation and ensuring they understand their contribution to our strategies and goals.

• Working closely with our stakeholders you’ll plan and prioritise your workload to deliver operational changes in line with our strategic vision.

• Collaborating with operational teams, product owners and other key stakeholders to understand our change roadmap, you’ll define the Knowledge requirements to fully support our agent population in handling customer queries across all consumer campaigns and channels

• You will map, improve and simplify complex processes into simple guidelines for agents to follow in an appropriate format.

• Using expert copy writing skills and a thorough understanding of our brand tone and style, you’ll also create a range of engaging content, tailored to audiences across all campaigns and channels.

• You’ll analyse the behaviours of the system and effectiveness of content using data available such as Knowledge Reports and Google Analytics to recommend and implement changes to optimise utilisation.

• You will continuously improve the Knowledge user experience using new technology and tools through defining requirements, testing and deploying changes.

• Using a range of creative and innovative methods and technologies, you’ll continually build and refine our communications approach and Knowledge content to support our agent population across all consumer campaigns and channels.

We are looking for someone with billing and operational experience, project management experience would be beneficial.

We value the importance of recognizing and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:

• Support you to achieve your career goals

• Offer income protection and life assurance

• Offer a range of discounts on product

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.