At a Glance
- Tasks: Become a Knowledge Management expert, supporting platform changes and ensuring they meet business needs.
- Company: Join a dynamic organisation focused on innovative Knowledge Management solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Inclusive hiring process with support for diverse candidates.
- Why this job: Make a real impact by enhancing knowledge sharing and collaboration across teams.
- Qualifications: Experience with Knowledge Management platforms and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Job Description
The Knowledge Management Specialist is a subject matter expert for the organisation’s Knowledge Management (KM) platforms, supporting the Knowledge Management Product Owner in ensuring that all platform changes and deliveries are fit for purpose, technically sound, and aligned to business requirements.
The role focuses on platform capability, integrations, and operational enablement, working closely with Vendors, Channel Operations (Ch Ops), and internal/external delivery teams.
- What You’ll Do
- Knowledge Management Subject Matter Expertise
- Act as a Knowledge Management SME, for YEXT & SCIO Contact Centre KM tools providing expert input into platform capabilities, integrations, and usage across channels.
- Support the Product Owner by validating that proposed solutions and deliveries are fit for purpose and meet business and operational needs.
- Provide input into solution design, configuration, and impact assessments.
- Delivery & Requirements Support
- Take delegated duties from the Product Owner to support the delivery of business requirements.
- Work with internal teams and external partners to ensure requirements are implemented correctly and consistently.
- Validate solutions against agreed requirements, use cases, and operational expectations.
- Integration & Systems Collaboration
- Work with teams inside Channel Operations (Ch Ops) and external technology teams to ensure effective integration between Knowledge Management platforms and CRM / Contact Centre tooling.
- Support testing, validation, and issue resolution for KM‑related integrations.
- Identify and raise risks, dependencies, and improvement opportunities.
- Support investigation and resolution of KM platform issues, working with technical teams and vendors to identify root causes and ensure sustainable fixes.
- Vendor & Stakeholder Interface
- Interface directly with vendors, supporting requirement clarification, solution validation, and delivery assurance.
- Act as a knowledgeable point of contact for Channel Operations and other stakeholders regarding KM platform functionality and behaviour.
- Support vendor performance by ensuring solutions meet agreed standards and expectations.
- Governance & Quality Assurance
- Ensure KM platform changes align with agreed standards, architectural principles, and operational needs.
- Support functional and technical sign‑off activities as delegated by the Product Owner.
- Contribute to continuous improvement of KM platform usage and effectiveness.
Qualifications
- Strong experience working with Knowledge Management platforms in a Contact Centre or enterprise environment.
- Solid understanding of CRM, Contact Centre, and knowledge integrations.
- Experience supporting business requirements delivery in a systems or product environment.
- Ability to work effectively with vendors and cross‑functional teams.
- Strong analytical skills and attention to detail.
- Confident communicator with the ability to explain technical concepts to non‑technical stakeholders.
- Additional Information
- Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills.
In collaboration with our Talent, Diversity & Inclusion teams and our employee‑led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email for guidance.
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Knowledge Management Specialist employer: Threeuk
At Three UK, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Trowbridge that prioritises customer engagement and team collaboration. With competitive pay, generous benefits including up to 31 days off, and a strong commitment to employee development, we empower our Retail Customer Advisors to thrive and grow within the company. Join us to be part of a supportive environment where your contributions are valued and your career aspirations can flourish.
