ACCA is committed to a workplace culture which is inclusive, diverse, human and connected. We welcome applications from candidates who meet some but not all of the criteria listed below. We’re currently looking for a Knowledge Administrator on a part time (24 hours per week), permanent basis. This position sits within the within our Operational Assurance & Development (OAD) team which sits within the wider Customer Service team. We are flexible on the location of this role, it would be primarily based in our Glasgow office but hybrid working is available for this role. The job Reporting to the Complaint & Knowledge Manager, on a day-to-day basis, you’ll be involved in the following: Ensuring that the content in our knowledge channels remains relevant, fit for purpose and accurate, whilst adhering to our deadlines and KPIs. Adding important updates to our Newsfeed channel. Providing a weekly update to Customer Services. Supporting our Review Framework by conducting regular reviews of content. Collaborating with key stakeholders and the wider OAD team, to identify areas of improvement, share best practice and learning. Acquire and apply new technology skills to knowledge practice. Write content and accompanying materials using sound brand and Tone of Voice principles. Adapt your writing style to make knowledge content appropriate for a variety of target audiences. Help improve customer satisfaction and increase first contact resolution and productivity through collaboration, trends and insight. Support the OAD Manager and the Complaints and Knowledge Manager with ad hoc requests. The person We’re looking for someone who can demonstrate the following: Excellent communication skills, both verbal and written and project management skills Proven ability to work on a global scale with high customer service standards Has proven IT skills with a working knowledge of Word, Excel and database applications and innovative thinking and knowledge presentation Confident creative writing style A strong commitment to customer service Ability to work independently as well as part of a team, while managing workload Good organisational skills and the ability to meet tight deadlines Excellent attention to detail Ability to use initiative, self-learning and apply research principles while working with the minimum of supervision. Our Benefits We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme. We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees. Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more You can also enjoy exclusive access to our discount site and wellbeing centre platform. We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life. Interested in this role? Please click to submit your application.