Knowledge & AI Coordinator

Knowledge & AI Coordinator Location: Dartford Contract: Permanent Monday - Friday 8.30am - 5pm - Hybrid Salary: £28,000 We’re looking for a Knowledge & AI Coordinator to join a busy and collaborative Customer Service team. This is a fantastic opportunity for someone with strong attention to detail and a passion for content, systems, and improving customer experience through knowledge and technology. This role will focus on maintaining and improving FAQ and knowledge content, while supporting the development of AI-driven tools to enhance customer journeys and reduce inbound queries.What you’ll do:

• Create, update and maintain FAQ and knowledge base content across customer and internal platforms.
• Ensure all content is clear, accurate and customer-friendly.
• Translate common customer queries into structured help content, guides and troubleshooting steps.
• Analyse customer enquiries and trends to identify gaps and opportunities for new content.
• Support the implementation and improvement of AI tools, including chat and automated responses.
• Review AI-generated outputs to ensure accuracy and relevance.
• Assist in improving self-service journeys within the customer portal.
• Work closely with Customer Service, Technical and Digital teams to ensure content is aligned and up to date.
• Support quality checks and continuous improvement of processes and content.

What we’re looking for:

• Strong written communication skills with excellent attention to detail.
• Experience in customer service, administration or a content-focused role.
• Organised and able to present information clearly and logically.
• Comfortable using systems such as CRM platforms (e.g. Salesforce).
• Analytical mindset with the ability to identify trends and common issues.
• A proactive and collaborative team player.
• Willingness to learn and develop knowledge of AI and automation tools.
• Interest in technical products is beneficial but not essential.

Why apply?

• Opportunity to work on innovative AI and customer experience initiatives.
• Collaborative and supportive team environment.
• Chance to develop skills in content, systems and emerging technologies.
• Play a key role in improving customer journeys and service efficiency.