At a Glance
- Tasks: Transform knowledge management to support our Customer Service teams and enhance the customer experience.
- Company: Join M&S, a dynamic and inclusive business focused on exceptional quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, bonuses, and extensive wellbeing support.
- Other info: Be part of a supportive team with fantastic career development opportunities.
- Why this job: Make a real impact by evolving The Knowledge Hub and driving innovation in customer service.
- Qualifications: Experience in knowledge management tools and excellent communication skills are essential.
The predicted salary is between 40000 - 50000 € per year.
We're looking for a proactive and forward thinking Knowledge Manager to transform how knowledge supports our Customer Service teams. You'll own and evolve The Knowledge Hub (TKH) - ensuring colleagues have clear, accessible, and accurate information to deliver exceptional service. Acting as the connector across Activity, Communications, and Knowledge, you'll play a critical role in helping us become the UK's number one Customer Service team. This role can be based in either Chester or London (with regular travel to Chester as required).
What You'll Do
- Own and continuously evolve The Knowledge Hub as the single source of truth, ensuring content is accurate, intuitive, and easy to access.
- Lead the end to end knowledge lifecycle setting standards for content quality, governance, and delivery while ensuring updates land right first time.
- Shape a seamless, joined up approach across Activity, Communications, and Knowledge, ensuring alignment, clarity, and effective planning.
- Use insight and feedback to enhance the knowledge experience, enabling colleagues to resolve customer queries confidently and consistently.
- Drive continuous improvement and future transformation, including exploring AI and new technologies to simplify content and improve usability.
Who You Will Be
- Strong understanding of knowledge management tools and systems, with the ability to assess and optimise how information is structured, accessed and shared.
- Experience in developing and implementing knowledge solutions, including designing and building tools beyond standard platforms such as SharePoint.
- An excellent communicator, able to translate complex information into clear, simple, and actionable content.
- A strong planner and organiser, balancing forward planning with the agility to respond to fast paced, reactive demands.
- Confident in stakeholder management, able to challenge, influence, and align teams across multiple functions.
- A self starter with strong ownership, energy, and a continuous improvement mindset - comfortable leading, making decisions, and driving progress.
What's in it for you
Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us. Here are some of the benefits we offer that make working for M&S just that little bit more special:
- 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
Knowledge Manager in London employer: Marks and Spencer
At M&S, we pride ourselves on being an inclusive and dynamic employer that values the contributions of every team member. As a Knowledge Manager, you'll have the opportunity to shape the future of our Customer Service teams while enjoying a range of benefits including a generous colleague discount, competitive holiday entitlement, and extensive training programmes for personal growth. With a strong focus on wellbeing and work-life balance, M&S is committed to supporting you both professionally and personally in either Chester or London.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager in London
✨Tip Number 1
Network like a pro! Reach out to current employees at M&S on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Knowledge Manager role.
✨Tip Number 2
Prepare for the interview by understanding The Knowledge Hub inside out. Think about how you can enhance it and be ready to share your ideas. Show us that you’re not just a fit for the role, but that you can take it to the next level!
✨Tip Number 3
Practice your communication skills! As an excellent communicator, you’ll need to translate complex info into simple terms. Try explaining knowledge management concepts to a friend or family member to refine your approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the M&S team!
We think you need these skills to ace Knowledge Manager in London
Some tips for your application 🫡
Show Your Passion for Knowledge Management:When writing your application, let us see your enthusiasm for knowledge management! Share examples of how you've transformed knowledge processes in the past and how you can bring that energy to The Knowledge Hub.
Be Clear and Concise:We love a good communicator! Make sure your application is easy to read and gets straight to the point. Use simple language to explain your experience and how it aligns with the role of Knowledge Manager.
Highlight Your Tech Savvy:Since we’re looking for someone who understands knowledge management tools, don’t forget to mention any relevant tech skills or systems you’ve worked with. Show us how you can optimise information sharing and access!
Tailor Your Application:Make your application stand out by tailoring it to our job description. Use keywords from the listing and demonstrate how your skills and experiences make you the perfect fit for our Customer Service teams. And remember, apply through our website!
How to prepare for a job interview at Marks and Spencer
✨Know Your Knowledge Hub
Before the interview, dive deep into understanding The Knowledge Hub. Familiarise yourself with its current structure and content. Think about how you would enhance it and be ready to share your ideas on improving accessibility and accuracy during the interview.
✨Showcase Your Communication Skills
As a Knowledge Manager, clear communication is key. Prepare examples of how you've translated complex information into simple, actionable content in the past. This will demonstrate your ability to convey important knowledge effectively to colleagues.
✨Be Ready to Discuss Stakeholder Management
Think of instances where you've successfully managed stakeholders across different functions. Be prepared to discuss how you influenced decisions and aligned teams, as this role requires strong collaboration skills.
✨Embrace Continuous Improvement
Highlight your mindset for continuous improvement. Share specific examples of how you've driven change or implemented new technologies in previous roles. This will show that you're proactive and forward-thinking, aligning perfectly with what they're looking for.
