Digital Content Editor (Insurance)

Purpose Of Role

You will be responsible for creating, designing, improving and maintaining Atlanta’s online customer service content including the Portals, FAQs, Virtual Assistants and Live Chat to achieve our business goals of customers self-serving first time.

How will you do this?

You will develop customer service content strategy aligned with short-term and long-term customer service targets.

In partnership with Marketing, you will develop, edit, proof read and improve brands unique tone of voice.

Along with proofreading, re-structuring and editing FAQ/Canned responses to maximise first contact resolution and advocate self-service.

You will conduct research to understand customers’ needs and monitor the success of Canned Responses, FAQ & Virtual Assistant content.

The continual feed of content to answer customer queries specifically targeting areas where customers are providing negative feedback ensuring we get better every day. Monitor web traffic and engagement (e.g. escalation and bounce rates)

Following industry-related news, generate ideas around trending topics to provide proactive content to meet customer demands proactively and identify gaps in our content and recommend new topics which will reduce the traffic to our contact centres.

LI-HV1

In an industry that never stands still, neither do we. The Ardonagh Group was founded in 2017 and has grown to become the UK’s largest independent insurance distribution platform and a top 20 broker globally.

Our best-in-class entrepreneurial and specialist brands span a network of 150+ locations worldwide and have a combined workforce of more than c.10,000 people. Across our portfolio, we offer a highly diversified range of insurance-related products and services across the full insurance value chain in the UK, Ireland and broader international markets.

From complex multinational corporations to individuals purchasing personal insurance policies, our understanding of the communities we serve, together with our scale and breadth, allows us to deliver a broad range of product and risk solutions to meet the needs of a rapidly evolving market.

If you approach life with a sense of adventure you might just find what you need at Ardonagh to bring your ambition to life.