Content Editor

I’m interested

Location

Aseana 3, Parañaque, Metro Manila

Contract type

Full-time

Hours

Shifting

Workplace policy

Hybrid

Job description



William Hill Manila - We Go One Better 



Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.


Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.


Interested in joining the leader in sports betting? Keep reading and apply today!




Your role in the team



Create, review, develop, manage and optimise content for William Hill and MRG content across templates, error messages, automated messaging. Provide solutions that enhance customer experience through the delivery of continuous improvement initiatives that create a seamless customer journey. The role focuses on customer messages. 




Overview Of Responsibilities



Design and Delivery


Work with our International Publishing team to ensure consistent and accurate content is across all our Help Centres and sites

Provide reporting and insight to stakeholders on trends, KPI’s, self-service success and opportunities using a variety of tools

Assure web-based information is archived for future needs and reference

Research market leaders and industry to keep current with emerging technologies and Best Practice

Be available to address critical business issues as and when they occur with prioritisation of activity based on urgency and importance

Action and deliver incoming adhoc requests within the dedicated SLAs

Ensure that our messages across different channels are aligned with approve Tone of Voice

Create, amend, and develop content, articles & FAQs within our Help centres across both brands

Create and develop content across William Hill & MRG templates, including working closely with project teams and CX tribe.

Regularly review our top contact points across both brands and proactively create and implement improvements to ensure content is up to date and precise.

Assist in on-going projects to ensure communications, error messages and templates are aligned with the goal of each project




Continuous Improvement:



Analyse data and optimise the resolution, relevance and self service capability of the Help centres

Undertake root cause analysis to identify drivers of contact and customer dissatisfaction; identifying Identify areas of improvement through investigating and analysing customer feedback and contact data

Analyse the impact of improvement to content on customer contact volumes to quantify the success of changes

Analyse customer journeys and identify key friction points, clearly articulating opportunities for improvement    




Development



Identify and plan areas for personal development




What we’d like to see from you:



At least 2 years relevant experience in Contact Centre/BPO - Customer Service Communications

At least 2 years relevant experience in content design and customer communication design

At least 2 years relevant experience in process improvement

Exceptional communication skills, particularly written, are a must in English and in one additional customer facing language would be an advantage

Excellent organisational skills; ability to manage and maintain multiple projects in a fast-paced, deadline driven environment

Amenable to work on shifting schedules and holidays