At a Glance
- Tasks: Own and improve agent knowledge for iD Mobile, ensuring clarity and accuracy.
- Company: Join iD Mobile, a dynamic start-up backed by Currys PLC.
- Benefits: Enjoy 25 days holiday, private medical insurance, and hybrid working options.
- Other info: Be part of a diverse team committed to innovation and sustainability.
- Why this job: Make a real impact on customer experience and shape the future of digital servicing.
- Qualifications: Experience in knowledge management and excellent writing skills required.
The predicted salary is between 40000 - 50000 £ per year.
We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and now have over 2.5 million Pay Monthly subscribers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.
iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.
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 our customer service advisors and keep it up to date as products, processes, and policies change. You’ll create a single source of truth that makes it easy for agents to find the right answer quickly, so customers get a consistent experience every time.
You’ll set the standards for how we create and govern knowledge, including templates, tone of voice, approval routes, and review cycles. Working with teams across the business, you’ll turn complex information into simple, usable guidance for frontline teams. You’ll also use feedback and data to spot gaps, improve articles, and reduce avoidable contact. As we grow our digital and AI-enabled servicing, you’ll make sure our knowledge is structured and reliable enough to support both agents and future automation.
As part of this role, you’ll be responsible for:
- 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 the 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
You will need:
- 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, organised 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
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
- Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
- Private medical insurance
- Life Assurance
- Competitive pension scheme
- Access to discretionary bonus
- Hybrid working; our primary Currys Campus is at Waterloo (WeWork)
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life. Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.
Currys Career Opportunities: Colleague Knowledge and Governance Manager employer: Currys
At iD Mobile, we pride ourselves on being a dynamic and innovative employer that values creativity and fresh ideas. Located at the vibrant Currys London Campus in Waterloo, we offer a supportive work culture with extensive benefits, including 25 days of annual leave, private medical insurance, and opportunities for hybrid working. Join us to not only advance your career through ongoing training and development but also to contribute to our mission of making a positive impact on people and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Currys Career Opportunities: Colleague Knowledge and Governance Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at iD Mobile on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Colleague Knowledge and Governance Manager role.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and culture. iD Mobile loves innovation and creativity, so think of examples from your past that showcase these traits. Show them you’re not just a fit for the role, but for the team!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to knowledge management and content writing. Be ready to discuss how you’ve improved processes in previous roles and how you can bring that expertise to iD Mobile.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the iD Mobile family. Good luck!
We think you need these skills to ace Currys Career Opportunities: 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 what we're looking for.
Show Off Your Writing Skills:Since this role is all about clear and accurate communication, we want to see your best writing! Use concise language and structure your application well to demonstrate your editing skills right from the start.
Be Data-Driven:Mention any experience you have with using data to improve content. We love candidates who can use insights to enhance knowledge management, so share examples of how you've done this in the past!
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’s super easy!
How to prepare for a job interview at Currys
✨Know Your Stuff
Before the interview, dive deep into iD Mobile's products and services. Understand their customer service processes and how knowledge management plays a role in enhancing customer experience. This will show your genuine interest and help you answer questions more effectively.
✨Showcase Your Writing Skills
Since the role involves writing clear and accurate content, prepare a few examples of your previous work. Bring along samples that demonstrate your ability to simplify complex information. This will give the interviewers a taste of your writing style and clarity.
✨Engage with Stakeholders
Highlight your experience in collaborating with different teams. Be ready to discuss how you've gathered input from various stakeholders in the past and how you navigated challenges to achieve clear outcomes. This is crucial for the role, so make it a focal point in your responses.
✨Data-Driven Mindset
Prepare to talk about how you've used data to improve content quality in previous roles. Discuss specific metrics you've tracked and how they influenced your decisions. This will demonstrate your analytical skills and your ability to align knowledge management with business goals.
