Internal Service Content Lead

As a Service Content Lead, your mission is to bring clarity and consistency to the way services are communicated internally and operationally — specifically to help the Operations team manage Client expectations and to ensure Members are equipped to deliver against those expectations. We are looking for someone who combines strong communication and organisational skills with the confidence to use tech to make complex things simple — and who can be trusted to work independently and take ownership from day one.

Main Duties

This role is entirely focused on operational clarity and service consistency. You’ll immerse yourself in each of our services by speaking to key team members and reviewing existing materials, then produce clear and concise service summary documents, including:

• A version for Clients: commercially clear and professional, to help set accurate expectations
• A version for Members: operationally clear and instructive, to support successful delivery
• Produce short, engaging Synthesia AI videos tailored to Members to reinforce understanding and support consistent execution
• You will play a key role in helping the business deliver a joined-up experience — ensuring that what is promised to Clients can be reliably and consistently delivered by Members.
• Collaborate with the Operations, Product, and People teams to gather the right information
• Ensure tone, accuracy, and structure are consistent across all documentation
• Refine outputs based on feedback from internal stakeholders
• Ensure all materials are accessible, practical, and aligned with service expectations

Skills and Knowledge

• 2+ years’ experience in a relevant field such as Product, HR, Service Delivery, or Internal Comms
• A proven ability to work self-sufficiently, managing your own time and tasks without the need for close supervision
• A track record of creating clear, structured written materials — such as service guides, internal documents, SOPs, or training content
• Confidence using (or learning quickly) tools like Synthesia to create AI-powered explainer videos
• Strong attention to detail and the ability to simplify operational processes into user-friendly formats
• The confidence to engage effectively with stakeholders across Operations, Product, and People teams
• Comfort working in a remote-first environment, using digital tools for collaboration and delivery
• Excellent written communication skills, with the ability to adapt tone and style to different audiences
• A proactive, methodical, and solutions-focused approach — someone who sees ambiguity as a challenge to resolve

Salary and Benefits

• £17.00 per hour
• 24-30 hours per week – 10.00am – 4.00pm (or slight variation of)
• Fully Remote
• Pension