Knowledge Manager

Riverside

Liverpool

On-site

AUD 83,000 - 92,000

Full time

5 days ago

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Benefits offered by this job

Learning & development

Benefits package

Job summary

Riverside is seeking a Knowledge Manager to ensure accurate, accessible knowledge for Customer Hub colleagues, driving governance and continuous improvement of the knowledge ecosystem across the Directorate.

You will collaborate with operational leaders and experts to turn knowledge into practical guidance, tools and learning resources that boost colleague confidence, consistency and customer outcomes.

Qualifications

Proven experience in knowledge management, content management or operational improvement roles.
Experience managing knowledge bases, intranets, or digital content platforms.
Experience supporting customer service operations and translating requirements into knowledge solutions.
Knowledge governance frameworks and content standards experience.
Ability to analyse operational data and identify improvements.

Responsibilities

Develop and govern the Customer Hub knowledge ecosystem across the Directorate.
Lead creation, review and publishing of high-quality knowledge content.
Ensure content is user-friendly, clear and supports operational consistency.
Introduce taxonomy, tagging and search optimization for usability.
Conduct audits to remove outdated or missing knowledge.

Skills

Knowledge management

Content management

Stakeholder management

Data protection

Training materials

Analytical thinking

Communication

Problem solving

Education

Knowledge management qualification

Tools

Salesforce Knowledge

SharePoint

CRM platforms

AI-enabled knowledge solutions

Job description

Salary: £43481.52 per annum (£47884.21 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday to Friday

Location: Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don'tmeet all the essential criteria on the job description.

The difference you will make as Knowledge Manager

The Knowledge Manager is responsible for ensuring that Customer Hub colleagues have access to accurate, current and accessible knowledge that enables them to deliver exceptional customer service and comply with relevant industry or organisational policies, procedures and regulatory requirements.

The role will lead the development, governance and continuous improvement of the Customer Hub knowledge ecosystem, ensuring that knowledge is captured, maintained, shared and embedded effectively across the Directorate. Working closely with operational leaders, subject matter experts, and improvement teams, the Knowledge Manager will transform organisational and industry knowledge into practical guidance, tools and learning assets that improve colleague confidence, consistency and customer outcomes.

About you

We are looking for someone with:

Experience managing knowledge bases, intranets, CRM knowledge repositories or digital content platforms.

Proven experience in knowledge management, content management or operational improvement role.

Experience supporting customer service operations and translating operational requirements into practical knowledge solutions.

Experience designing and implementing knowledge governance frameworks and content standards.

Ability to analyse operational data and identify improvement opportunities.

Experience working collaboratively with multiple stakeholders across business functions.

Strong written communication skills with the ability to translate complex processes into simple, user-friendly guidance.

Experience developing training materials, user guides and knowledge resources.

Understanding of data protection, information governance and regulatory requirements.

Highly organised with excellent attention to detail and quality standards.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Investment in your learning, personal development and technology
A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Job purpose

Develop and deliver the Customer Hub Knowledge Management strategy aligned to Riverside’s customer experience and operational objectives.

Establish governance frameworks, standards and quality controls for all knowledge content.

Act as the custodian of the Customer Hub Knowledge Base, ensuring it remains the single source of truth for customer-facing colleagues.

Define knowledge ownership, review cycles and content management processes.

Ensure compliance with GDPR, data protection, regulatory and corporate governance requirements.

Knowledge Base & Content Management

Manage and continuously improve the Customer Hub Knowledge Base, Salesforce knowledge articles, scripts and supporting repositories.

Work with subject matter experts to create, review approve and publish high-quality content.

Ensure all content is customer-focused, written in clear language and supports operational consistency.

Introduce content standards, taxonomy, tagging and search optimization to improve usability.

Conduct regular audits to identify outdated, duplicate or missing knowledge.

Operational Performance Improvement

Analyse customer contacts, quality findings, complaints, repeat demand and colleague feedback to identify knowledge gaps.

Translate operational insights into knowledge improvements that reduce failure demand and improve customer outcomes.

Review contacts that were not resolved at first point of contact and update knowledge assets to improve future resolution.

Support service improvement initiatives through effective knowledge documentation.

Colleague Capability & Adoption

Promote a culture of knowledge sharing and continuous learning across the Customer Hub.

Develop resources that maximise knowledge adoption.

Support leaders and teams to embed knowledge management principles into everyday operations.

Work alongside Organisational Development, Quality Assurance and Continuous Improvement teams to ensure alignment between knowledge, learning and quality standards.

Support competency and confidence improvement through integration of AI and other knowledge enablement solutions.

Stakeholder Management

Build strong relationships with operational leaders, subject matter experts, technology teams and support functions.

Facilitate knowledge sharing forums and communities of best practice.

Act as the primary point of contact for Customer Hub knowledge management enquiries.

Influence stakeholders to prioritise and maintain high-quality knowledge content.

Person specification