RAC are recruiting for an experienced Knowledge & Content Specialist to join the Customer Relations Hub Training Team at Porsche Cars Great Britain based in Reading. As the Knowledge & Content Specialist you will be responsible for creating, maintaining and expanding a database of content to improve the quality and consistency of communication to Porsche customers. This is a full-time position, working 37.5 hours per week. The Porsche Customer Relations Hub is powered by RAC and embedded at the Head Quarters of Porsche Cars Great Britain in Reading This is a complex area of the business, so we're looking for individuals with: Deep understanding of Contact Centres and technologies Previous experience of writing content for a premium product Exceptional grasp of the English language Project management training would be beneficial Strong influencing skills Outstanding communication skills, both verbal and written Excellent writing skills Good listening skills Ability to build an extensive network of contact centre peers and experts planning, organising and prioritisation skills We believe that our talented, passionate employees deserve to feel valued, so we provide a great working environment, free parking, complimentary tea and coffee, a fabulous subsidised onsite restaurant, exciting team events, and access to experience our amazing products with an Annual Bonus based on company performance. As a Porsche Knowledge & Content Specialist, you will have responsibility for : Creating new content and formatting and inputting pre-written content into the knowledge database Defining and optimising the knowledge database structure and content management system to ensure ease of access and content integrity Supporting the management team in the creation/formatting of imperative documentation What you'll do Development and understanding of the architecture for the overall knowledgebase implementation Assimilate information extracted from various systems and existing documents and re-write it into a defined style, ensuing that it is clearly articulated and easy to understand Ensure legal and operational accuracy Develop and manage a robust “review and refresh” process that cleanses the knowledgebase of out-of-date information Gather feedback regarding view of the knowledge base, to identify if information is easily readable, if any amendments/changes need to be made to layout etc. Review the structure of the knowledge base on a regular basis, to ensure that it reflects the needs of the business Create a fit for purpose template for knowledge articles that fit the needs of the advisors and support answers to common queries Be confident in identifying FAQ’s that will be fit for external customer consumption Work with the Trainer to understand what information advisors may require in the knowledge database Coordination with Manager/Seniors/Quality Analysts and update on knowledge sources to support creation of templates and guidance to enhance database and query resolution Supports training content preparation for CRH and Centre Network as well as conference presentation material Proactively manage knowledge articles that do not deliver agent or customer satisfaction. Re-write or remove accordingly. Produce content that is written in line with brand tone of voice and consistent across all channels Provide branded and vibrant material to support engagement across Porsche through their internal comms through Porsche Partner Network Create specific goodwill measure documents and publish them to the Porsche Centre Network Create and update Knowledge Base Articles for CRH colleagues. Develop and maintain templates for addressing common queries. Document and update CRH processes using the BIC Process Mapping tool. Manage communication with the Porsche Centre Network via the Porsche Partner Network. Create specific goodwill measure documents and publish them to the Porsche Centre Network. Assist in the creation of conference content. Support the development of training materials for Customer Relations and Porsche Centre Network colleagues. Collaborate with PCGB stakeholders, including Service Quality and Product and Technical Compliance, to create templates, guidance, and FAQs to assist colleagues in handling customer queries. What we offer At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits: Eligibility to join our bonus scheme. 27 Annual Leave Bank Holidays Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings. 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering. Family leave support including paid time off, flexibility and resources to help balance work and family commitments. Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16 in your household. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options. FREE RAC Ultimate Complete Breakdown Service from Day One. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more. FREE onsite parking. When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together ’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus! We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.