At a Glance
- Tasks: Own and improve agent knowledge for iD Mobile, ensuring quick access to accurate information.
- Company: Join iD Mobile, a leading mobile network operator with ambitious growth plans.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and hybrid working options.
- Other info: Be part of a diverse team committed to inclusion and professional growth.
- Why this job: Make a real impact on customer experience while working with innovative digital solutions.
- Qualifications: Experience in knowledge management and excellent writing skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
London – Currys London Campus at Waterloo. Permanent, Full Time, Grade 4.
We’re iD Mobile, one of the UK’s leading mobile virtual network operators, part of Currys PLC. Since launching in May 2015, we have over 2.5 million Pay Monthly subscribers and ambitious plans to grow.
Role overview
As our Colleague Knowledge & Governance Manager, you’ll own and improve iD Mobile’s agent facing knowledge end to end. You’ll write clear, accurate knowledge for customer service advisors, keep it up to date as products, processes and policies change, and create a single source of truth that makes it easy for agents to find the right answer quickly, ensuring a consistent customer experience.
Responsibilities
- Own iD Mobile’s agent knowledge end to end, from writing and publishing content through to ongoing improvement.
- Build and maintain a single source of truth for agent knowledge, with clear ownership, version control and audit trails.
- Set standards for knowledge, including templates, tone of voice and governance.
- Write clear, accurate, easy to use content that supports advisors across all channels and journeys.
- Work with Customer Service, Operations, Product, Proposition, Digital, Fraud and Compliance teams to capture and validate information.
- Lead the migration of legacy content into structured, AI ready knowledge.
- Design and maintain knowledge structure, tagging and decision trees to improve findability and speed to answer.
- Own knowledge updates for change initiatives, including major change and regulatory updates, through to implementation.
- Use data and feedback to improve content quality and reduce repeat contact and complaints.
- Align knowledge with training and onboarding to improve time to competence.
- Track and report knowledge KPIs, including adoption, accuracy and findability.
- Ensure knowledge supports AI enabled interactions, including agent assist, chatbots and self serve.
Qualifications
- Experience in knowledge management or support content writing in a contact centre environment.
- Excellent writing and editing skills, with a focus on clarity and accuracy.
- Experience using knowledge base or case management tools.
- Strong stakeholder skills, able to gather input, challenge where needed and agree clear outcomes.
- Comfortable using data to prioritise and improve content (contact drivers, search terms, usage and quality outcomes).
- Strong attention to detail and a practical, organized approach to managing a backlog and deadlines.
- Interest in digital servicing and AI, with an understanding of what good knowledge looks like for automation and agent assist.
- Telco experience is a plus, but not essential.
Benefits
- 25 days of annual leave plus bank holiday entitlement.
- Private medical insurance.
- Life assurance.
- Competitive pension scheme.
- Access to discretionary bonus.
- Hybrid working at the Currys Campus in Waterloo (WeWork).
Why join us
We are committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. If you need additional assistance with your application, please email careers@currys.co.uk and we’ll do our best to help.
Colleague Knowledge and Governance Manager employer: Currys PLC
At iD Mobile, part of Currys PLC, we pride ourselves on fostering a dynamic and inclusive work environment at our London Campus in Waterloo. As a Colleague Knowledge and Governance Manager, you will benefit from a competitive salary, generous annual leave, private medical insurance, and a hybrid working model that promotes work-life balance. We are dedicated to your professional growth, offering opportunities to enhance your skills in knowledge management while contributing to a culture that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Colleague Knowledge and Governance Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at iD Mobile on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research iD Mobile’s products, services, and recent news. This shows you’re genuinely interested and ready to contribute from day one.
✨Tip Number 3
Show off your skills during the interview! Bring examples of your previous work in knowledge management or content writing. Real-life scenarios can demonstrate how you’d tackle challenges at iD Mobile.
✨Tip Number 4
Don’t forget to follow up! A quick thank-you email after your interview can keep you fresh in their minds. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Colleague Knowledge and Governance Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Colleague Knowledge and Governance Manager role. Highlight your experience in knowledge management and content writing, and show us how your skills align with our needs at iD Mobile.
Show Off Your Writing Skills:Since this role is all about clear and accurate communication, include examples of your writing in your application. Whether it’s a project you’ve worked on or a piece of content you’ve created, let us see your best work!
Be Data-Driven:We love candidates who can use data to back up their decisions. If you have experience using metrics to improve content quality or findability, make sure to mention it. Show us how you’ve used data to make a difference in your previous roles.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Currys PLC
✨Know Your Stuff
Make sure you understand the ins and outs of knowledge management, especially in a contact centre environment. Brush up on your writing and editing skills, as you'll need to demonstrate clarity and accuracy in your communication.
✨Showcase Your Stakeholder Skills
Be prepared to discuss how you've gathered input from various teams in the past. Highlight any experiences where you’ve had to challenge ideas or negotiate outcomes, as this role requires strong collaboration across departments.
✨Data is Your Friend
Familiarise yourself with how to use data to improve content quality. Be ready to talk about how you've used metrics like contact drivers and search terms to prioritise updates and enhance findability in previous roles.
✨Embrace Digital and AI Trends
Show your interest in digital servicing and AI by discussing any relevant experiences or insights. Understanding what good knowledge looks like for automation will set you apart, so be sure to mention any related projects you've worked on.
