About The Service
The development of Digital Services that benefit the customer is a key objective supporting Cardiff’s Digital Strategy. Cardiff already has a well-established website which sees monthly visitor numbers approaching 190K and an expanding portfolio of smaller sites focused on service specific initiatives. Cardiff has also developed its mobile app to increase the opportunity for channel shift and make core services accessible 24/7. The Cardiff Gov mobile app has been downloaded by over 40,000 residents since its launch and the Cardiff ChatBot (BOBi) recorded over 100,000 conversations since it’s launch.
About the job
This post plays a critical role in expanding the number of digital services/topics available to citizens across through our Chatbot platform and to identify new approaches to the use of the technology..
Acting as the Bot Assistant within an agile delivery team the post holder will work closely the ChatBot Product Owner to analyse the quality of the chatbot’s conversations and interactions with customers. The Bot Assistant will assist with re-training language analysis tools, monitoring conversations and supporting ongoing bot development.
What We Are Looking For From You
The successful applicant will be well organised, professional with a strong background in customer focussed services. They will have experience of working within a project environment and be able to take ownership over their own targets.
The Bot Assistant will need to have the ability to communicate effectively with a wide range of team members, internal and external stakeholders, the ability to analyse customer digital communications and produce reports to inform further bot development to improve the customer experience. An understanding of web accessibility and previous experience working with chatbots and customer facing digital technologies would also be beneficial but not essential.
Additional information
When applying for the role it is important to pay close attention to the “additional information section”, here you should write clearly about how you meet each of the criteria, giving an example for each based on previous experiences/education. We are unable to accept CVs for our recruitment process.
The post is officially based at County Hall although the majority of the role is based working from home. Where restrictions allow, there will be a requirement to visit council offices around Cardiff to work with Service Areas.
Due to the current COVID -19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process, please contact Luke Escott (Luke.Escott@cardiff.gov.uk) for a discussion.
The Post operates for 37 hours per week between Monday to Friday
This vacancy is suitable for post share.
Full details of the post are available on the job description and person specification.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
Attachments