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- Tasks: Champion knowledge management and enhance customer experience through expert content creation.
- Company: Join Capital on Tap, a mission-driven company supporting small businesses worldwide.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment with perks.
- Why this job: Make a real impact by optimising knowledge for better customer experiences.
- Qualifications: 3+ years in content management, exceptional writing skills, and project management experience.
- Other info: Dynamic workplace with a pool table, arcade machine, and dog-friendly offices.
The predicted salary is between 36000 - 60000 £ per year.
We’re Capital on Tap Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.
You’ll work from our Cardiff office with the ability to work from home 1 day a week.
What You’ll Be Doing You\’ll report to our Head of Customer Services, championing knowledge at Capital on Tap. This role is vital for driving operational efficiency, great customer experience and ensuring consistent, excellent service delivery.
- Own our knowledge strategy, bringing a fresh pair of eyes to how we approach knowledge management internally.
- Using expert copywriting skills to build & maintain a high-quality, centralised knowledge base that supports our internal teams, customers, and AI agents.
- Collaborate with the AI team to enhance AI agent resolution rates through the optimisation of knowledge base content.
- Lead the end-to-end knowledge lifecycle, from capturing tacit knowledge to auditing content for obsolescence.
- Collaborate with Product and Operations teams to gather updates and sign off on content changes, upskilling teams on key changes.
- Engage with stakeholders from all areas of the business to ensure specialist knowledge is up to date.
- Act as the gatekeeper for all Knowledge Base content, ensuring strict version control and quality standards.
- Ensure all knowledge articles are written with the end customer in mind, creating content that is clear, accurate, and empathetic to customer needs, enhancing our NPS and C-SAT results.
- Continuously measure and improve the effectiveness of knowledge content in driving better customer experiences, reducing effort, and enabling faster resolution.
- You have 3+ years’ experience in content management, or digital customer success.
- You\’re an exceptional writer who can produce clear, concise content.
- You are comfortable working with AI and interested in using tools like Chat GPT and Notebook LM.
- You have strong project management skills and experience building scalable processes.
- You have experience working in a customer contact center environment, feeding information to large workforces.
- You have an analytical mindset, using data to measure success and drive continuous improvement.
Diversity & Inclusion We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks We try not to take ourselves too seriously so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Our benefits include:
- Private Healthcare including dental and optician services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards
- Salary Sacrifice Pension Scheme up to 7% match
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog Friendly Offices
- Free drinks and snacks in our offices
Interview Process
- First stage: 30 minute intro and values call with Talent Partner.
- Second stage: Task-based assessment to evaluate writing and content creation skills.
- Final stage: Technical and behavioural interview with Jon Bartlett and Tilly James.
Excited to work here? Apply!
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Knowledge Manager employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager
✨Tip Number 1
Get to know the company inside out! Research Capital on Tap'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
Practice your storytelling skills. When you get the chance to chat with interviewers, share specific examples from your past experiences that highlight your skills in knowledge management and customer success. Make it relatable and engaging!
✨Tip Number 3
Don’t shy away from asking questions during interviews. It shows your enthusiasm and helps you gauge if the role is a good fit for you. Ask about their knowledge strategy and how you can contribute to making an impact.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your interest in the role right from the start.
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Show Off Your Writing Skills: As a Knowledge Manager, your writing is key! Make sure your application showcases your ability to create clear and concise content. Use examples from your past work to demonstrate how you can engage and inform.
Tailor Your Application: We love it when applicants take the time to tailor their applications to us. Highlight your experience in content management and how it aligns with our mission to help small businesses. Show us why you're the perfect fit!
Be Authentic: At Capital on Tap, we value authenticity. Don’t be afraid to let your personality shine through in your application. Share your passion for knowledge management and how you can contribute to our team culture.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Capital on Tap
✨Know Your Stuff
Before the interview, dive deep into Capital on Tap's mission and values. Understand their products and how they help small businesses. This will not only show your enthusiasm but also help you align your answers with what they stand for.
✨Showcase Your Writing Skills
Since the role requires exceptional writing, prepare a few examples of your best work. Bring along samples that demonstrate clarity and empathy, especially in customer-facing content. Be ready to discuss your thought process behind these pieces.
✨Be Data-Driven
Capital on Tap values analytical skills, so come prepared with examples of how you've used data to improve processes or content in previous roles. Highlight any metrics that showcase your impact on customer experience or operational efficiency.
✨Engage with the Team
During the interview, ask insightful questions about the team dynamics and collaboration with other departments. This shows your interest in teamwork and helps you gauge how you can fit into their agile environment.
