Knowledge & AI Coordinator

Knowledge & AI Coordinator
Location: Dartford
Contract: Permanent Monday - Friday 8.30am - 5pm - Hybrid 
Salary: £28,000

We’re looking for a Knowledge & AI Coordinator to join a busy and collaborative Customer Service team. This is a fantastic opportunity for someone with strong attention to detail and a passion for content, systems, and improving customer experience through knowledge and technology.
This role will focus on maintaining and improving FAQ and knowledge content, while supporting the development of AI-driven tools to enhance customer journeys and reduce inbound queries.

What you’ll do:

Create, update and maintain FAQ and knowledge base content across customer and internal platforms.
Ensure all content is clear, accurate and customer-friendly.
Translate common customer queries into structured help content, guides and troubleshooting steps.
Analyse customer enquiries and trends to identify gaps and opportunities for new content.
Support the implementation and improvement of AI tools, including chat and automated responses.
Review AI-generated outputs to ensure accuracy and relevance.
Assist in improving self-service journeys within the customer portal.
Work closely with Customer Service, Technical and Digital teams to ensure content is aligned and up to date.
Support quality checks and continuous improvement of processes and content.
What we’re looking for:

Strong written communication skills with excellent attention to detail.
Experience in customer service, administration or a content-focused role.
Organised and able to present information clearly and logically.
Comfortable using systems such as CRM platforms (e.g. Salesforce).
Analytical mindset with the ability to identify trends and common issues.
A proactive and collaborative team player.
Willingness to learn and develop knowledge of AI and automation tools.
Interest in technical products is beneficial but not essential.
Why apply?

Opportunity to work on innovative AI and customer experience initiatives.
Collaborative and supportive team environment.
Chance to develop skills in content, systems and emerging technologies.
Play a key role in improving customer journeys and service efficiency