AI Knowledge & Content Lead

Reporting to the Contact Centre Manager, you'll lead the quality, structure and continuous improvement of AI-ready knowledge content used by human and virtual agents. You'll evaluate AI-generated outputs for accuracy, relevance, tone and customer impact, identifying improvements to source content and system responses. As part of the Customer Relations team, you'll act as a subject matter lead for AI knowledge refinement across Customer Experience. You'll work closely with the Contact Centre and wider stakeholders to turn operational insight, customer needs and emerging AI capability into clear, reliable and usable knowledge content.

We're looking for someone with demonstrable experience in knowledge management, which could be in the traditional sense or could be experience in AI-enabled content development, or digital service improvement within an organisation of comparable size and complexity. You'll bring experience of managing content quality standards for AI, knowledge bases or customer-facing digital services, with an understanding of contact centre technologies, knowledge management systems and the priorities of customer service teams. You'll be confident structuring, refining and maintaining content so it can be used effectively by AI tools, colleagues and customer-facing channels. Experience designing or maintaining taxonomies, metadata, structured data or data governance standards would be an advantage but are not essential. You'll have up-to-date knowledge and a keen interest in AI use in customer service, housing or a comparable service environment, including emerging tools, risks and best practice. Practical experience with AI-related technologies such as SQL, natural language processing, retrieval-augmented generation, vector databases or equivalent tools would be desirable, but are not essential. You'll be able to interpret data, analyse performance information and produce clear management insight. You'll also have strong written, presentation and interpersonal communication skills, with the ability to make technical concepts accessible to different audiences. Above all, you'll be open, trusted and collaborative, with strong judgement, curiosity and a commitment to responsible AI, diversity, inclusion, fairness and accessible customer service.

• Working pattern: Monday-Friday, within operational hours (8am-6pm) with flexible working available
We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they're applying for. The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks. Why Join Us? We offer a generous benefits package to support your wellbeing and development, including:
• 26 days annual leave (rising to 31 after 3 years)
• Birthday leave
• Occupational pension
• Health cash plan
• Flexible benefits pot