Knowledge and Content Writer

Position title: Knowledge and Content Writer
Engagement Length: 9 months 
Hours: Part time - 4 days per week


Role Purpose
The Knowledge and Training Officer – Content and Knowledge Management is responsible for managing, developing, and maintaining knowledge content and training for the Contact Centre and other client-facing staff. The role ensures teams have accurate, accessible, and up-to-date information and training materials that support confident, consistent, and high-quality service delivery for clients, including government and utility customers, aligned with the organisation’s Customer Experience Strategy.

        Key Functions

• Draft, edit, optimise, and test internal knowledge content across multiple channels in line with style guides, including:
• knowledge base articles
• scripts and canned responses
• client SMS or alert communications

• Collaborate with Subject Matter Experts to review, validate, and approve content and processes
• Maintain and continuously improve the Contact Centre Knowledge Centre website and other knowledge repositories
• Translate complex business processes into clear, practical instructions and training materials
• Develop and deliver onboarding and upskilling sessions for Contact Centre staff
• Analyse interaction and staff performance data to identify gaps and opportunities for content improvement
• Provide frontline support (e.g., call listening, live response) to ensure training and content remain practical and relevant
• Support collaboration tools and systems (Teams, SharePoint, etc.)
• Critically review existing knowledge and training processes, identifying gaps or inefficiencies
• Proactively recommend and implement improvements to enhance client service delivery
  
  Position Requirements
  Core Capabilities
  
  • Translate complex processes into user-friendly content suitable for a contact centre environment
  • Apply analytical skills to connect knowledge management with staff performance and client experience outcomes
  • Deliver engaging training sessions to ensure knowledge retention
  • Show initiative and independence in identifying content and training improvements
  Essential
  
  • Excellent written and verbal communication skills
  • Strong stakeholder relationship skills, including with clients and government/utility representatives
  • Experience in a knowledge, content, or training role within a contact centre environment
  • Highly organised, able to manage multiple projects simultaneously
  • Experience in training delivery and/or instructional design
  Desirable
  
  • Experience with CMS, SEO, and accessibility best practice
  • Experience with digital collaboration tools (SharePoint, Teams)
  • Certificate IV in Training & Assessment
  
  Please apply online, we look forward to hearing from you!
  
  Job owner contact name: Mark Seery
  
  At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
  You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.