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For Companies At a Glance
- Tasks: Lead the creation of engaging support content and enhance customer journeys across various channels.
- Company: Join a high-growth market leader in customer experience, shaping the future of support services.
- Benefits: Enjoy hybrid working, a competitive salary, bonuses, and a comprehensive benefits package.
- Why this job: Be part of an innovative team driving AI integration and improving customer satisfaction.
- Qualifications: Experience with Zendesk or similar platforms and a knack for clear communication are essential.
- Other info: Opportunity to collaborate with diverse teams and influence key stakeholders.
The predicted salary is between 40000 - 46000 £ per year.
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 time
Experience 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 + Package
What Youll Do
- Own 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 email and live chat, including chatbot responses and agent handoffs.
- Collaborate with teams across Operations (Customer Service & Sales), Marketing, Legal, Compliance, and more to ensure content is accurate, compliant, and on-brand.
- Monitor performance with regular reports and use insights to boost use of self-service channels, reduce contact volumes, and improve satisfaction.
What Experience & Abilities Were Looking For
- Strong experience with Zendesk or similar knowledge platforms.
- Experience driving KM initiatives and adoption within a CX / Contact Centre environment
- Detailed experience delivering self-serve solutions within multi-channel customer contact settings
- Excellent communicator who writes clear, friendly, plain English content tailored for diverse customers.
- A proactive mindset with a proven track record in managing and improving digital support content.
- Independent and confident, with talent for building great working relationships and influencing stakeholders.
- Comfortable juggling priorities in a fast-moving environment, with attention to detail and a big-picture view.
- Desirable: Experience with HTML/CSS/Java/APIs/design tools are desirable but not essential
For more information or to express interest in the Knowledge Manager position please apply as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within CX / Customer Contact Technologies ~ Resource Planning & Workforce Management and Data Analytics
Knowledge Manager (Contact Centre / CX) in Brentwood employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager (Contact Centre / CX) in Brentwood
✨Tip Number 1
Familiarise yourself with Zendesk and its features, as this role heavily relies on it. Consider exploring online tutorials or forums to deepen your understanding of how to optimise knowledge management within the platform.
✨Tip Number 2
Showcase your experience in creating engaging content by preparing examples of previous work. Think about how you can demonstrate your ability to write clear, friendly, and accessible articles that cater to diverse customer needs.
✨Tip Number 3
Network with professionals in the CX and contact centre space. Attend relevant webinars or local meetups to connect with others who might provide insights or even referrals for the Knowledge Manager position.
✨Tip Number 4
Prepare to discuss your proactive mindset and past experiences in managing digital support content. Be ready to share specific examples of how you've improved customer journeys or increased self-service usage in previous roles.
We think you need these skills to ace Knowledge Manager (Contact Centre / CX) in Brentwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre environments and your familiarity with Zendesk or similar platforms. Use specific examples to demonstrate your skills in managing knowledge content and improving customer journeys.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences through effective knowledge management. Mention any innovative ideas you have for integrating AI or automating workflows, as these align with the company's goals.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application materials are clear, concise, and free of jargon. Use plain English to convey your ideas, making it easy for the hiring team to understand your approach.
Highlight Collaborative Experience: Emphasise your ability to work across different teams, such as Operations, Marketing, and Compliance. Provide examples of how you've successfully collaborated on projects to create accurate and engaging content that meets diverse customer needs.
How to prepare for a job interview at Longreach Recruitment
✨Showcase Your Knowledge Management Skills
Be prepared to discuss your experience with Zendesk or similar platforms. Highlight specific examples of how you've improved knowledge management processes in previous roles, focusing on the impact of your contributions.
✨Demonstrate Your Communication Abilities
As a Knowledge Manager, clear communication is key. Practice explaining complex concepts in simple terms, and be ready to provide examples of content you've created that resonates with diverse audiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about how you would handle gaps in knowledge or improve customer journeys, and be ready to share your thought process.
✨Emphasise Collaboration and Stakeholder Management
This role requires working with various teams. Prepare to discuss how you've successfully collaborated with different departments in the past, and how you can influence stakeholders to adopt new initiatives.
