Knowledge Manager (Contact Centre / CX)

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 obtain the right answers, quickly and first timeExperience within a Contact Centre / CX setting is desirable alongside hands-on exposure and abilities with Zendesk or another KM platform.Offered as hybrid working 2-3 days per week in East London / Essex client is providing a base salary range of £50 – £55k + Bonus + PackageWhat Youll DoOwn and continuously improve all non-phone support content across the Zendesk platformHelp Centre articles, emails, live chat, and self-service tools.Shape a clear strategic vision for Zendesk, driving innovation like AI integration and workflow automation to enhance customer and agent experiences.Analyse customer FAQs and feedback, identify knowledge gaps, and create engaging, easy-to-understand content that resonates across multiple brands.Lead the design of seamless customer journeys via …