Digital Service Content Coordinator

2 weeks ago

Johannesburg, South Africa IG Group Full time

Job Title

Digital Service Content Coordinator

**Job Description**:
Digital Service Content Coordinator

As Digital Service Content Coordinator, you will ensure our client-facing and internal agent content is proactive, personalised, and highly effective at increasing interaction deflection through self-service.

So, who are we?

Hello, we’re IG Group. No, not Instagram - though we're a pretty big deal ourselves. We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for

our top-class platforms, forward-thinking products, and incredible employee experiences. We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms

to trade the financial products they know and love. Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let’s innovate together Your role in the team

Your role in the team

Our future content must be personalised to the individual client based on a number of factors including client value, query type, channel preference, previous query experience and be effective at achieving and increasing digital first-time resolution and maximising client satisfaction.

As Digital Service Content Creator, you will form part of the a wider team digital servicing team which forms part of our Trading Services department. Your will be to deliver the best client experience through personalised, self-service content to both clients and client facing teams.

The team will be responsible for the collation of all product and platform knowledge, create client content, create scripts for the chatbots and manage Help & Support for both client and internal use. Content will be managed through IG's Knowledge Management software (Shelf).

What you'll do
- You'll have ownership of content quality and performance (KPIs will include interaction deflection through self-service, alongside other metrics such as content quality ratings)
- You'll create and manage the content roadmap across multiple channels, including Help & Support/Support Hub, chatbot conversation management, in-platform messaging, and predictive engagement
- You'll work with stakeholders across the business, aligning internal and external content
- You'll co-ordinate localisation and translation of non-English language content
- You'll provide guidance and critique to content creators and Specialists to achieve your goals

Who we’re looking for

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you. We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.

What you’ll need for this role

Previous experience using Shelf Knowledge AI is preferred
- Strong knowledge of IGs products, platforms, processes, and systems
- Be engaged, proactive, and keen to improve the client experience.
- Superb written communication skills, and have the ability to adapt content to cater to clients’ needs and experience.
- Highly data driven, to both prioritise content improvements that deliver the best value towards our goals, and to prove success through measuring increases in digital self-service
- Exceptional organisational and stakeholder engagement skills, to co-ordinate the different streams of work, and various processes.
- Ability to multitask and prioritise in accordance with changing business needs
- Genuinely demonstrate IG's values - champion the client, learn fast, and raise the bar.

How you’ll grow

When you join IG Group, we want you to have more than a job - we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way. And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

Where you’ll work

We follow a hybrid working model; we reckon it’s the best of both worlds. T

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