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For Companies At a Glance
- Tasks: Lead the creation and upkeep of customer support resources like FAQs and help articles.
- Company: Join a fast-growing market leader in customer experience solutions.
- Benefits: Enjoy flexible working options and exciting corporate perks.
- Why this job: Make a real impact on customer journeys and enhance user experience.
- Qualifications: No specific experience required; just a passion for customer service and problem-solving.
- Other info: Opportunity to work in a dynamic team and grow your career in a thriving industry.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
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 at companies like us.
✨Tip Number 3
Showcase your understanding of self-service tools and technologies. Be prepared to discuss specific platforms or software you've used, as well as how they can enhance customer support and engagement.
✨Tip Number 4
Prepare examples of how you've successfully developed or maintained knowledge bases in previous roles. Highlight your ability to create user-friendly content that improves customer satisfaction and reduces support queries.
We think you need these skills to ace Knowledge Manager (Contact Centre / CX)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities of a Knowledge Manager. Focus on the importance of developing customer journeys and how it relates to help articles, FAQs, and self-service channels.
Tailor Your CV: Highlight your experience in knowledge management, customer service, and content creation. Use specific examples that demonstrate your ability to improve customer interactions through effective documentation and support channels.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences. Mention any relevant projects or achievements that showcase your skills in managing knowledge bases and improving self-service options.
Showcase Relevant Skills: Emphasise skills such as analytical thinking, communication, and familiarity with digital support tools. Mention any experience with chatbots or social media support, as these are crucial for the role.
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 and FAQs. Be prepared to discuss your experience in creating or managing content that enhances customer experience.
✨Showcase Your Knowledge Management Skills
Highlight any previous roles where you managed knowledge bases or similar resources. Discuss specific tools or platforms you've used and how they contributed to improving customer service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about examples where you improved processes or resolved issues in a contact centre environment.
✨Demonstrate Collaboration Skills
As a Knowledge Manager, you'll need to work closely with various teams. Be ready to share examples of how you've successfully collaborated with others to achieve common goals, especially in a fast-paced setting.
