Knowledge Writer

About the Role The Knowledge Writer is responsible for maintaining the accuracy and integrity of the Home Claims knowledge base, ensuring alignment to the Home C&A strategy, and regulatory and compliance requirements. They will act as a change champion and knowledge expert, identifying cross-functional impacts of changes and ensuring their successful implementation across relevant teams. Key aspects of this role include creation of compelling content, including procedures within the HiYA system and developing engaging communications for the process changes. This involves collaborating with Home Claims and Assessing business functions to maintain an up-to-date and accessible knowledge base. Using the HiYA platform, the Knowledge Writer will act as a central resource for the C&A knowledge base, presenting information clearly and developing, deploying, and maintaining best-practice knowledge to continue to optimise our business and make it easier for our people. Key Accountabilities Craft clear, concise, and compelling procedures for our Home Claims HiYA system, ensuring accuracy, relevance and alignment to the HiYA framework. Leverage your deep understanding of Home Claims to help inform a best-in-class knowledge base. Work effectively with team members, subject matter experts, and stakeholders to validate requirements and ensure alignment. Translate technical jargon into simple, effective procedures that can be easily understood by the intended audience. Foster strong, collaborative relationships with stakeholders across the organisation. Contribute to the development and creation of all necessary project documentation. Provide proactive support for change initiatives and ensure clear, effective communication of updates. Manage and action knowledge requests efficiently, ensuring all Home Claims and Assessing knowledge creation and maintenance is completed within agreed timeframes. Proactively identify and implement best practices to continually enhance the capability and effectiveness of Home Claims teams. Qualifications Minimum 12 months' experience thriving within A&G's Home C&A Department, with a solid understanding of insurance best practices and compliance. Experience in process and procedure documentation and writing preferred. Excellent communication skills, adapting your style to effectively interact with all levels of business and technical teams. Strong analytical skills to interpret policy, guidelines, and business rules, mapping system processes and creating effective solutions. Demonstrated ability to manage multiple priorities effectively, working both independently and collaboratively within a dynamic team. Proactive approach to continuous improvement, actively seeking feedback and support to enhance your skills and knowledge. Benefits Location – This role is based at our North Lakes office – a convenient location close to local retail, restaurants and other amenities. We recognise high performance and reward our people for their hard work through bonuses and other perks. Options for leave – life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff. Learning and professional development opportunities to suit everyone. Our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities. Health and wellbeing support: a healthy mind and body hub, mental‑health support and fitness discounts. Celebrations and events: on-site events, family fun days and annual celebrations. Discounts on insurance products, retail, hospitality providers and others to help you save money. About Us Auto & General (A&G) is the fastest‑growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products – Car, Motorcycle, Home, Contents, Pet and Travel – are delivered through our multi‑award‑winning brand Budget Direct and partnerships with leading brands such as ING, Qantas, Virgin Money and Coles Insurance. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer #J-18808-Ljbffr