Graduate Developer - Chatbot

Rostella Limited
Cardiff, UK
20 May 2019
24 May 2019
Contract Type
Full Time
We're looking for recently qualified or final year graduates from a computer science or STEM related discipline to help support the development of new technology within our Customer Experience team and ensure we remain market leading within the Insurance market. If you have a love of technology and are looking to learn and gain professional experience in the financial services sector, we'd love to hear from you.

The Company

Would you like to join a fast-growing insurance-based operation delivering exceptional customer service using the latest cloud-based technology? You could become a key part of our highly experienced and successful team.

Our company supports a new brand in car insurance - Hedgehog . We launched at the end of last year and expect to be managing over 50,000 policy-holders after just two years of trading. Then the sky's the limit! We consider ourselves a service centre (absolutely not a call centre), where we are all responsible for delivering and continually improving the customer experience.

This Position

This unique and rare role is based within the Customer Service team. This is an exciting opportunity for the right person who can balance methodical and analytical thinking with creating customer journeys that offer an outstanding customer experience. You will be responsible for the continuous evolution of automated customer assistance (chatbot) and customer self-serve functions.

You will work closely with our Customer Service Advisors, Customer Experience Delivery Manager and Website Optimisation Manager to continue the design and build of our Chatbot conversation structure. We're looking for a person with a passion for all things digital, and who appreciates the power chatbots have to transform the way we communicate and resolve customer queries quickly and effectively.

You will use our chatbot software to design decision trees and programme responses to ensure a customer is given the appropriate response to their query, for the first time of asking. You will then develop this further by deciding when a customer should be passed into our customer knowledge base or handed over to our customer service agents to resolve.

You will continuously evaluate how customers interact with our Chatbot to amend, add to and streamline the conversation structure to optimise the percentage of successful customer outcomes. You will also draw on other sources of data including other forms of customer communications, feedback, reviews and complaints to identify where improvements can be made and increase the intelligence of our Chatbot. Our Chatbot runs 24/7 and is the first line of contact for all customers using our primary communication option - online chat.

This role does not require any coding or IT development knowledge.

Roles and Responsibilities:

  • Use the in-built machine learning along with your own teaching to improve the Chatbots ability to understand queries and provide the appropriate conversation path.
  • Write and develop chatbot conversation architecture, decision trees and conversation flows.
  • Continually adapt the chatbot conversation design to meet our customers' needs.
  • Identify and resolve any breaks in the chatbot conversation programming that can cause poor customer interaction.
  • Conceptualise and design conversation flows to maximise opportunities to resolve the query without any referral.
  • Create strong working relationships with the direct customer experience team and with key members of the wider business.
  • Maintain our Frequently Asked Question/Knowledge Base software with the correct information to fully integrate this into our Chatbot.
  • Provide monthly and ad-hoc reports on Chatbot performance.
  • Undertake administrative and general customer service responsibilities as required

Your Experience

You will:
  • Be an excellent problem solver - continually reviewing how chatbot is performing and making improvements to the process.
  • Have outstanding written and oral communication skills.
  • Be a creative thinker with a capacity to deliver in a fast-paced environment.
  • Be a self-starter and team player.
  • Be able to understand the concept of A/B testing.
  • Have excellent decision-making skills.
  • Be highly analytical with a focus on root cause analysis- interested in using data analysis to understand the Chatbot inside out and ensure it fits our customer audience.
  • Be able to take on a high level of responsibility, initiative, and accountability.
  • Be able to quickly learn business operations, processes and be driven to keep learning and improving.
  • Previous chatbot or coding experience isn't required however a record of innovating to delight customers will give you an advantage.


£19,000 - £24,000 salary (dependent upon experience)
25 days holiday
Monday breakfasts in Milk & Sugar
Cardiff city centre

Why Should You Apply?

This is a very rare opportunity to join something at the beginning, to help build something great and make your own mark. This could very well be career-defining. There's no doubt it will be a challenge, but you will be helped and supported all the way.

We are an equal opportunities employer. This is a full-time position.

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