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:
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:
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:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Peterborough
Reference ID: Content Creator
