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- Tasks: Build and manage a knowledge management framework from scratch, driving innovation and efficiency.
- Company: Join Blue Light Card, where we make heroes happy and create real impact.
- Benefits: Enjoy hybrid working, 25 days leave, medical insurance, and exclusive discounts.
- Why this job: Shape the future of knowledge management and AI in a dynamic, supportive environment.
- Qualifications: Experience in knowledge management, process design, and people management required.
- Other info: Flexible hours, modern office space, and a strong focus on personal growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Blue Light Card’s Operations team is growing, and this role sits right at the heart of that. As our Knowledge & Process Manager, you’ll be stepping into a genuinely blank canvas, with the rare opportunity to build our knowledge management function properly from the ground up. This is a role for someone who gets energised by structure, sees the potential in a well‑governed knowledge base, and understands what great looks like. You’ll also be laying the foundations for how AI works within our operations, balancing transformation with BAU excellence as the function evolves. You’ll manage a Process Designer and work closely with the wider operations team to embed ways of working that actually stick. As the team grows, there’s real potential to build something great.
What You’ll Do
- Own and build out our knowledge management framework from scratch, defining taxonomy, governance, naming conventions and version control.
- Lead the selection, implementation and ongoing optimisation of a knowledge management platform, establishing it as the single source of truth and driving adoption and content health across the business.
- Ensure knowledge structures are built with AI‑readiness in mind, laying the groundwork for future automation and chatbot capability.
- Lead the design and continuous improvement of operational processes and SOPs in partnership with the Process Designer.
- Embed SOP‑first ticket handling across frontline teams, working with QA and operational leaders to drive consistency and quality.
- Line manage and develop the Process Designer, setting clear objectives and fostering a culture of continuous improvement.
- Influence cross‑functional stakeholders to embed best practice ways of working and reduce process ambiguity across the organisation.
What You’ll Bring
- Proven experience leading knowledge management at scale, with hands‑on platform expertise across tools such as Guru, Confluence or Zendesk Guide.
- A strong grasp of taxonomy, information architecture and content lifecycle management.
- An understanding of how knowledge structures support AI applications, whether that’s chatbots, intent detection or automation.
- Experience driving behavioural and cultural change within support or contact centre environments.
- A background in process design and operational governance, with the ability to translate complexity into clear, accessible documentation.
- People management experience, with a track record of developing others and building high‑performing teams.
- Experience building a function or capability from scratch would be desirable.
Our Culture
Our mission is simple – make heroes happy. Our members are the real‑life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world‑class service. We don’t just follow the usual path – we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We promote hybrid working and value in‑person collaboration, encouraging time in our offices where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire or the London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren’t able to offer fully remote working. Blue Light Card is an equal‑opportunity employer. We believe that employing a diverse workforce is key to our success. We make recruiting decisions based on your experience and skills. In the event of a high number of applications, we’ll prioritise candidates who meet both the essential and desirable criteria for the role.
What We Offer
- Hybrid working and flexible hours.
- EV charging and free parking onsite at HQ.
- 25 days annual leave plus an additional day off for your birthday, and a buy‑and‑sell holiday scheme of up to 5 days.
- A company bonus scheme.
- Your own Blue Light Card and exclusive access to thousands of discounts.
- Generous funded BUPA medical insurance covering pre‑existing conditions.
- Auto‑enrolment pension scheme via salary sacrifice, with employer NI savings reinvested into pensions.
- Enhanced parental leave and absence leave.
- Healthcare cashback plan.
- Employee assistance programme (including mental health support) and mental health first aiders.
- Great social events e.g., festive party, summer party, team socials, sports matches.
- Regular company‑wide recognition events e.g. monthly Light’s Up and annual Shine awards.
- Relaxed dress code and modern office space (games area, chill‑out areas, book club, free drinks/snacks).
- Onsite gym at HQ (including access to free HIIT & stretch classes).
- Strong learning and development culture and personal growth fund.
Knowledge Manager in London employer: Blue Light Card
Contact Detail:
Blue Light Card Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager in London
✨Tip Number 1
Get to know the company inside out! Research Blue Light Card’s mission, values, and recent projects. This will help you tailor your conversations and show that you’re genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to knowledge management and process design. Think about how your experience aligns with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Blue Light Card family.
We think you need these skills to ace Knowledge Manager in London
Some tips for your application 🫡
Show Your Passion for Knowledge Management: When you’re writing your application, let us see your enthusiasm for knowledge management! Share specific examples of how you've built or improved knowledge frameworks in the past. We want to know what gets you excited about this field!
Tailor Your Application: Make sure to customise your application to highlight your experience with tools like Guru, Confluence, or Zendesk. We love seeing how your skills align with our needs, so don’t hold back on showcasing your expertise!
Be Clear and Concise: We appreciate clarity! When detailing your experience, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your achievements and how they relate to the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values!
How to prepare for a job interview at Blue Light Card
✨Understand the Knowledge Management Landscape
Before your interview, dive deep into knowledge management principles and tools like Guru, Confluence, or Zendesk Guide. Familiarise yourself with taxonomy and information architecture, as these are crucial for the role. Being able to discuss how you would build a knowledge management framework from scratch will impress the interviewers.
✨Showcase Your Process Design Skills
Prepare examples of how you've designed and improved operational processes in previous roles. Be ready to discuss specific methodologies you've used and how they led to better outcomes. This will demonstrate your ability to translate complexity into clear documentation, which is key for this position.
✨Highlight Your People Management Experience
Since you'll be managing a Process Designer, it's essential to showcase your people management skills. Share stories about how you've developed others and built high-performing teams. Discuss your approach to setting objectives and fostering a culture of continuous improvement.
✨Emphasise Your Adaptability and Vision
This role involves building something from the ground up, so convey your excitement about the opportunity. Talk about how you can balance transformation with business-as-usual excellence. Highlight any past experiences where you've successfully influenced cross-functional stakeholders to adopt new practices.