Job Description

Role: Content Creator

Reporting to: Marketing Director

Location: Hybrid, Peterborough

The Lightspeed Experience: 

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and outstanding people.

Who we are? 

We are a start-up gigabit internet network providing ultrafast connectivity to homes and business across the east of England. Although a start-up we are well funded and led by a highly experienced team telecoms professionals located in Peterborough.

Job Purpose

We’re determined to be an internet service provider that our customers want to recommend to their friends, by providing ultrafast full fibre connections all the way into our customer’s home or business (FTTP) along with simple propositions, affordable packages, the best possible equipment and support for in home wi-fi connectivity. We are a digital first business and look to provide a range of channels for customers to deal with us. 

To be able to deliver this level of service, it’s crucial that we get all our communications right, and support customers to self-serve wherever possible. At the core of this is getting our website, social, email content and online support right – always pitched at the right level and ever-evolving in response to customer need and business strategy.

So we need a Content Specialist who can join our Marketing Team and work closely with Customer Experience and the wider LightSpeed Team to hit the ground running. The role will lead on creating and maintaining our marketing and customer content creation. Including communications, proof reading, website writing, help content and drive improvements to support self-serve in customer’s online accounts. Essentially this role will shape the narrative, so someone with a creative flare and passion to deliver is essential.

Key Responsibilities

Own the knowledge content across all business divisions for customers and our customer service team, ensuring that it is well-written and in line with our brand tone of voice
Create new customer communications (emails and SMS) for new customer journeys and process improvement projects
Work with our creative agency and CRM partners to manage customer communications from creation through to delivery
Work with the wider business to ensure all content is accurate and matches the needs of our customers
Use data and reporting to track KPIs and performance of knowledge content as a self-serve tool
Provide broader support across the business for content creation including social comments and customer responses
Champion digital experiences, looking for ways to move offline interactions into online experiences wherever possible
Represent customers within the business, giving them a voice in decision-making.

Skills and Qualifications

Experience writing customer content or customer communications
Naturally customer-led, with the ability to put yourself in the position of a customer
Experience working in a digitally-led, agile environment
Experience within telecoms, financial services, or utility businesses with a provisioning element to their customer journey is preferred
Experience of Salesforce preferred, specifically Service Cloud

How we reward you

Competitive salary
Benefits package
Remote working flexibility
Open, inclusive culture that values the opinions of all

Job Types: Full-time, Permanent

Pay: Up to £45,000.00 per year

Additional pay:

Bonus scheme

Benefits:

Casual dress
Company events
Company pension
Cycle to work scheme
Free parking
Gym membership
Health & wellbeing programme
On-site gym
On-site parking
Private medical insurance

Schedule:

Monday to Friday

Application question(s):

Do you have experience writing customer content or customer communications?
Are you naturally customer-led, with the ability to put yourself in the position of a customer?
Do you have experience within telecoms, financial services, or utility businesses with a provisioning element to their customer journey is preferred?
Do you have experience of Salesforce preferred, specifically Service Cloud?
Do you have experience working in a agile environment?

Education:

Bachelor's (required)

Work authorisation:

United Kingdom (required)

Work Location: Hybrid remote in Peterborough

Reference ID: Content Creator

Lightspeed Broadband

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