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- Tasks: Manage and enhance customer journeys through help articles, FAQs, and self-service channels.
- Company: Join a high-growth market leader in the contact centre and customer experience sector.
- Benefits: Enjoy flexible working options and a vibrant company culture with great perks.
- Why this job: Be part of a dynamic team making a real impact on customer satisfaction and support.
- Qualifications: No specific qualifications required; just a passion for customer service and problem-solving.
- Other info: Opportunity to work in a fast-paced environment with room for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Longreach Recruitment are supporting a high-growth market leader to recruit a Knowledge Manager who will take ownership and have oversight of the development and maintenance of Customer Journeys via help articles, FAQs, live chat interactions and self-service of non-voice support channels (email / chat / social /bots), making it easier for customers and contact centre colleagues to locate and obta…
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Knowledge Manager (Contact Centre / CX) employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager (Contact Centre / CX)
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and knowledge management. Understanding how to optimise customer journeys through various channels will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the CX and contact centre industry. Attend relevant webinars or local meetups to connect with others who can provide insights or even refer you to opportunities within their organisations.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved knowledge management processes in previous roles. Be ready to share metrics or outcomes that demonstrate your impact on customer satisfaction and efficiency.
✨Tip Number 4
Research the company’s current knowledge management tools and strategies. Being knowledgeable about their existing systems will allow you to suggest tailored improvements, showcasing your proactive approach and genuine interest in the role.
We think you need these skills to ace Knowledge Manager (Contact Centre / CX)
Some tips for your application 🫡
Understand the Role: Familiarise yourself with the responsibilities of a Knowledge Manager, especially in the context of contact centres. Highlight your understanding of customer journeys and non-voice support channels in your application.
Tailor Your CV: Make sure your CV reflects relevant experience in knowledge management, customer service, and content development. Use specific examples that demonstrate your ability to create help articles, FAQs, and manage self-service tools.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences. Discuss how your skills align with the company's goals and how you can contribute to enhancing their customer journey.
Showcase Relevant Skills: In your application, emphasise skills such as analytical thinking, communication, and familiarity with digital support channels. Mention any tools or software you have used that are relevant to knowledge management.
How to prepare for a job interview at Longreach Recruitment
✨Understand Customer Journeys
Familiarise yourself with the concept of customer journeys and how they relate to help articles, FAQs, and self-service channels. Be prepared to discuss your experience in developing these resources and how they can enhance customer satisfaction.
✨Showcase Your Knowledge Management Skills
Highlight your previous experience in knowledge management, particularly in a contact centre environment. Discuss specific tools or methodologies you've used to create and maintain knowledge bases, and how they improved efficiency for both customers and colleagues.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage knowledge effectively. Think of examples where you successfully resolved issues through effective knowledge sharing or improved processes.
✨Demonstrate Your Communication Skills
As a Knowledge Manager, clear communication is key. Be ready to showcase your ability to convey complex information simply and effectively. Practice explaining your ideas clearly, as this will be crucial in your role.
