Knowledge Content Coordinator

About the Role

Reporting into the Knowledge Manager, you will be responsible for creating internal and external customer content and code, ensuring all knowledge content is available to be used across all channels and brands which NSSL support.

The organisation has recently invested in this latest technology, which will significantly change our new colleague onboarding and learning experience. The content will enable and support the operations to deliver a high standard of service to customers that hold savings accounts with Newcastle Building Group and our numerous Solutions clients.

You will create all new content and then update existing content, ensuring it is of the highest quality and delivered on time. You will also review user feedback and MI and drive continuous improvement identifying any areas of content requiring improvements.

This content will enhance not only the customer experience but also ensures that our brand maintains a consistent and strong presence across all platforms. Furthermore, effective stakeholder management is a key part of this role as it ensures that all parties are aligned, fostering a collaborative and efficient work environment.

What you’ll be doing

• Accountable for internal & external customer comms content & code
• Content design that’s measurable and user centred
• Complete regular research (customer and competitor) using insights to deliver continuous improvements
• Understand and build HTML code and variable-driven logic to deploy simple solutions to complex requirements
• Complete robust testing and risk assessments to triage, avoid and fix issues

About You – your skills

• Excellent copywriting, content design and communication skills
• Customer focus, using data and insights to inform decision making
• Good knowledge working with HTML and CMS applications
• Manage demanding stakeholders
• Ability to work with complex requirements/processes and turn them into user centred content.
• Understanding in knowledge management techniques with a solid understanding of how to keep information up to date and relevant

About Us

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs. We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.

As a successful regional building society we have an ambitious strategy to continue to grow and develop the business. Our purpose; connecting our communities with a better financial future, is at the heart of all we do.

We know our colleagues play a key part in our success and we believe in being a great place to work, where people can realise their potential.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• Hybrid working – typically 3 days’ homeworking and 2 days’ office based
• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
• 25 days holiday each year plus bank holidays (increasing with length of service)
• Bonus Scheme (paid annually) -On target 10%, up to 15% depending on performance
• Colleague mortgage scheme and access to our financial advisors
• Private medical insurance
• Pension scheme (up to 9% employers’ contribution)
• Life assurance (4x salary) and income protection
• Access to a range of wellbeing benefits, including Medicash scheme
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
• An extra day’s holiday for your birthday
• The option to buy and sell holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Access to a range of high street and online discounts
• Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide A wide range of recognition initiatives to recognise and reward great performance

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at beverley.calboutin.@newcastle.co.uk