Knowledge Manager

Description:

We have a fantastic opportunity to join the Customer Service Centre as a Knowledge Manager with proven track record of taking accountability for and managing organisational knowledge. The role is to support the delivery of an effective customer and client focused service through effective management of Customer Service Knowledge.

You will manage the content of the knowledge base that supports the work of the Customer Service Centre. This will include editing, managing and governing real time content and ensuring there is clear business ownership. You will update the information architecture and use management information to continuously improve the solution and practices.

The role will include producing regular reports to be distributed to stakeholders, highlighting when content was last updated and forthcoming requirements. You will also co-ordinate and ensure that guided help processes are signed off and agreed in line with contracts and technical specifications.

It’s important that you’ve worked with and are confident using Sharepoint (our current tool) where we host our Knowledge base. You’ll own our taxonomy, maintain and manage our Knowledge base, working with our Technical Knowledge Administrator to ensure that permissions are correct, tagging and meta data in place and our content governance is followed whilst also working with our Operational Colleagues to ensure that content is kept accurate and up to date and adheres to our content quality standards.