Knowledge & PR Manager

We have a new opportunity to join our TVL Digital Operations Team as a Product Owner – Social Media, Knowledge, Marketing & PR. As a Product Owner you will be accountable for Social Media interactions with customers, ensuring delivery of SLA and protection of brand reputation for Client and Capita, taking a pro-active approach to trends and themes which may be causing customers a poor experience and identify opportunities to address them.

You will manage the continual evolution of letter templates (including drafting new templates) to meet the demands of the business, ensuring we can respond to customer queries in an effective and efficient manner whilst adhering to TVL Policy and process. You will also be responsible for the management of the ASK Knowledge Management system used across TVL Operations.

Additionally, as Product Owner you will support the Senior Marketing Product Owner to work closely with all stakeholders to co-ordinate impacts to Project Briefs, RFCs and Campaign copy changes that impact the operational areas, providing detailed feedback whilst adhering to tight deadlines. This is a full-time permanent role, offering hybrid working arrangements (office working assigned to our Darwen, Lancashire office).

Core Responsibilities:

• Ensure resource is always available for the management of Social Media accounts.
• Responsible for the daily management of direct reports, ensuring that performance, behaviour and conduct targets are achieved.
• Required to cover X for the “Social Media and PR Advisor” when absence requires, responding to customer posts while adhering to the SLAs in place.
• Overhaul existing knowledge management content to ensure it is fit for purpose.
• Manage relationships with key stakeholders (including the client) to ensure that all information is represented accurately, is up to date, and is reviewed regularly.
• Accountability for all matters knowledge-related and act as a SME for TVL Contact Centre knowledge.
• Lead a continuous improvement workstream to continually identify opportunities to enhance knowledge and usage of the ASK Knowledge Management system across TVL Operations.
• Lead opportunities to share best practice and enhance the Knowledge Management capabilities.
• Work with individual business areas and TVL Policy to review all existing letter templates and glossary paragraphs.
• Develop letter copy in line with a set of agreed design principles.
• Support the co-ordination and delivery of our Operational Readiness Committee.
• Work closely with our change teams, marketing partners and project teams to support the co-ordination of impacts to Project briefs and RFCs, providing detailed feedback, sharing impact responses and support the project and operational teams to implement any changes required.
• Highlight impacts to customer journeys and operational processes resulting from marketing campaigns, RFCs, and media enquiries.
• Ensure Digital first approach is considered when reviewing all letters, project briefs and RFCs.
• Present key updates/findings to Client and Stakeholders.
• Work closely with Capita Information Security to ensure all work being conducted has considered the impact on customer and employee data.
• Ensure compliance with all Information Security and internal processes to protect data security, including legal requirements.

What you’ll need to bring:

• Excellent proven communication skills, both verbal and written.
• Excellent analytical and data management skills.
• Self-motivated with excellent planning and organisational skills.
• Ability to multi-task, be a keen problem solver, and ability to prioritise effectively.
• Positive, professional, and proactive always.
• An experienced People Manager.
• Excellent stakeholder and relationship management skills.
• Experience of Microsoft Office applications (PowerPoint, Excel, Word) essential.
• Experience of TVL systems including Lassy required.
• Business awareness with experience across multiple departments.

What’s in it for you?

• Competitive annual salary dependant on experience.
• 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology.
• Access to up to £500 of your salary before payday each month, as well as budgeting and savings features to support your financial wellbeing.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

About Capita Experience:

Capita Experience focus on serving a blue-chip client base in the UK and across Europe, with the aim of growing within these markets and expanding to new markets. Our primary focus is to help our clients digitise their interactions with customers, members and other stakeholders, and move towards an integrated data-driven, insight-led and personalised customer experience.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you.