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.