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 setting
- 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.
Required Skill Profession
Media And Communication Workers
📌 Knowledge and Content Writer
🏢 Chandler Macleod
📍 Australia