Group Customer Experience Platform Specialist role
- Hiring Organisation
- DFS Furniture Ltd
- Location
- Doncaster, South Yorkshire, Yorkshire, United Kingdom
- Employment Type
- Permanent
manages the customer Help Centre, internal knowledge bases, and content used across chatbots and telephony flows. Working closely with subject matter experts and platform teams, the role keeps content up-to-date, consistent, and optimised for deflection while keeping customer satisfaction at a great level. It is both creative … insights that support coaching and feedback. Review top unanswered questions and implement changes where needed to reduce avoidable contacts. Collaboration & Support: Partner with the Platform Manager to align knowledge and flow improvements with platform strategy. Provide hands-on support for platform/content changes, avoiding single points ...