Description and Requirements

Produce and maintain content for App, web and Customer Service channels across 25 markets, expanding to all Dyson markets.

Market Overview:

Dyson HQ, is tucked away in the Wiltshire countryside, our secluded location helps us to protect our ideas and stay independent-minded. Yet nearby are the fashionable cities of Bristol and Bath (where a young James Dyson invented cyclone technology). 

Function Overview:

Through the development, design and implementation of new and existing online capabilities, deliver cost avoidance, incremental revenue and an enhanced customer service proposition to Dyson Customer Service Teams and Dyson.com and its customers

Accountabilities:

  • Build app, web and resolve support content to extend the geographical reach of these solutions, ensuring all content is fully authorised by required Group and market stakeholders ahead of go live. 
  • Build all NPD content for app, web and resolve where appropriate for launch, driving self service capability and reducing Contact Centre operational costs. 
  • Ensure self-service resolution rates hit a minimum of 85% through analytical reporting and optimisation of current scripts with an aspiration to increase to 90%. 
  • Create NPD content globally and support BAU amends delivery to deliver a first class experience to Dyson owners and Dyson Customer Service Teams.
  • Liaise with various stakeholders throughout the design process and take a holistic view from inception, creation and through support post launch.

Skills:

  • Understanding of HTML and its uses. 
  • Excellent understanding of issues affecting Customer Service efficiency and delivery. 
  • A high level of PC competence. 
  • Ability to manage multiple projects with changing timelines.

Benefits Overview:

  • 27 days holiday plus eight statutory bank holidays 
  • Pension scheme
  • Performance related bonus 
  • Life assurance 
  • Sports centre Free on-site parking 
  • Lift share scheme 
  • Subsidised caf√© and restaurants 
  • Discount on Dyson machines