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- Tasks: Lead the development of a knowledge base to enhance resident support and service delivery.
- Company: Join Peabody, a non-profit organisation dedicated to improving lives through excellent service.
- Benefits: Permanent full-time role with opportunities for professional growth and collaboration.
- Why this job: Make a real difference by shaping knowledge that empowers teams and supports residents.
- Qualifications: Experience in knowledge management and strong writing skills are essential.
- Other info: Dynamic role with a focus on resident-first service design and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Knowledge Manager role at Peabody
Role context
As a Knowledge Manager, you’ll take the lead in shaping and maintaining the Genesys knowledge base used by our contact centre. This isn’t just about articles — it’s about improving journeys, building trust, and helping teams deliver excellent service every day.
You’ll work closely with the Product Owner and wider teams to ensure knowledge reflects resident needs and supports outside-in service design. Your work will directly influence how confidently and accurately colleagues support our residents.
Purpose of Role
You’ll work across the business to capture the right knowledge, structure it clearly, and keep it live and relevant. Your focus will be resident-first, ensuring content reflects real-world scenarios and is shaped by frontline insight.
Key Responsibilities
- Develop and manage the Genesys knowledge base to support resident queries and frontline teams.
- Write and structure content to reflect our tone of voice and outside-in service design.
- Collaborate with teams across Peabody to co-create accurate, relevant guidance.
- Review usage, feedback, and data to improve content and close knowledge gaps.
- Train colleagues and embed best practice in knowledge management.
- Align knowledge content with service journeys and transformation goals.
Skills/Experience Required
- Experience in knowledge management or content design.
- Familiarity with contact centre environments and customer service systems.
- Excellent writing skills and a strong grasp of plain English principles.
- Proven ability to work with diverse teams and subject experts.
- Passion for clarity, consistency, and resident-centred service design.
- Knowledge of omnichannel platforms, ideally Genesys Cloud.
- Analytical mindset — confident using insight to improve tools, outcomes, and colleague experience.
Contract Type
Permanent, Full Time
Closing Date
05/09/2025
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service and Other
Industries
- Non-profit Organizations
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Knowledge Manager employer: Peabody
Contact Detail:
Peabody Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Peabody on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Knowledge Manager.
✨Tip Number 2
Prepare for the interview by diving deep into Peabody’s mission and values. We want to show that we’re not just a fit for the role, but that we genuinely care about their residents and the service they provide.
✨Tip Number 3
Bring examples of your past work to the interview. Whether it’s a project where you improved knowledge management or a time you collaborated with diverse teams, we need to showcase our skills and how they align with Peabody’s goals.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can keep us top of mind and show that we’re proactive and engaged.
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Knowledge Manager role. Highlight your experience in knowledge management and content design, and show how your skills align with Peabody's resident-first approach.
Showcase Your Writing Skills: Since excellent writing is key for this role, include examples of your best work. Use clear, plain English to demonstrate your ability to communicate effectively and reflect the tone of voice that Peabody values.
Highlight Collaboration Experience: This role involves working closely with various teams, so share specific examples of how you've successfully collaborated in the past. Show us how you can co-create accurate and relevant guidance with diverse teams.
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 don’t miss out on any important updates about the process!
How to prepare for a job interview at Peabody
✨Know Your Stuff
Before the interview, dive deep into knowledge management and content design principles. Familiarise yourself with the Genesys platform and how it supports contact centre operations. This will help you speak confidently about how you can enhance the knowledge base.
✨Showcase Your Writing Skills
Prepare examples of your writing that demonstrate clarity and a resident-centred approach. Bring along samples that reflect your ability to structure content in plain English, as this is crucial for the role. Be ready to discuss how you adapt your tone of voice to suit different audiences.
✨Collaboration is Key
Highlight your experience working with diverse teams and subject matter experts. Think of specific instances where you co-created content or improved processes through collaboration. This will show your potential employer that you understand the importance of teamwork in knowledge management.
✨Be Data-Driven
Demonstrate your analytical mindset by discussing how you've used feedback and data to improve knowledge content in the past. Prepare to share examples of how you've identified knowledge gaps and implemented changes based on insights, as this aligns perfectly with the role's responsibilities.
