Global Knowledge Base Content Specialist III

Percepta LLC; Daventry; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in customer service is seeking a Global Knowledge Base Content Specialist III in Daventry. This role involves managing Knowledge Base content, coaching team members, and driving improvements in customer satisfaction. The ideal candidate will have a Bachelor's degree, extensive call center experience, and strong communication skills.

Benefits

Generous leave

Insurance

Pension

Other benefits

Qualifications

• Extensive call center experience.
• Mid-level call center or training experience preferred.
• Knowledge of process improvement methodologies like Six Sigma is a plus.

Responsibilities

• Manage Knowledge Base content for European markets.
• Drive customer satisfaction improvements and analyze metrics.
• Implement training sessions for content creation processes.

Skills

Coaching

Communication

Problem Solving

Digital Literacy

Education

Bachelor’s or equivalent qualification

Tools

MS Office

Learning Management Systems

Job description

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Job Description - Global Knowledge Base Content Specialist III (044MV)

Location – Daventry, Northamptonshire

Hours – Monday to Friday 8.30am to 5.00pm.

Hybrid Working - Minimum 3 days but up to 5 days in the office.

At Percepta, we bring first-class service across each market we support. As Global Knowledgebase Content Specialist based in Daventry, Northamptonshire, you’ll be part of creating and delivering excellent customer experiences while enjoying a unique culture.

What You’ll Be Doing:

The Global Knowledge Base Content Specialist III manages Knowledge Base content for European markets. You will coach and mentor intradepartmental personnel in content development and maintenance, supporting the client’s social knowledge strategy. Responsibilities include:

• Driving customer satisfaction improvements.
• Providing timely, concise responses to customer escalations.
• Analyzing metrics and developing improvement plans.
• Creating action plans for underperformance related to Knowledge Base strategy.

During a Typical Day, You’ll:

Leadership, Communication, Strategic and Business Management

• Partner with Knowledge Base Content Specialists to guide and support initiatives.
• Foster communication among team members for problem solving and best practices.
• Identify process issues, perform root cause analysis, and develop solutions.
• Communicate proactively with client partners to resolve customer concerns based on GAP analysis.
• Promote continuous improvement and communicate changes efficiently.

Department Coordination

• Manage Knowledge Base utilization and content validation reporting.
• Develop strategies to meet content objectives.
• Implement and coordinate training sessions for content creation processes.
• Identify training needs and collaborate with stakeholders to implement initiatives.

Personnel Development and Staff Management

• Set and monitor performance standards.
• Engage in self-development to improve content development efficiency.
• Participate in projects and feedback sessions as requested.

What You Bring to the Role:

• Bachelor’s or equivalent qualification with extensive call center experience.
• Mid-level call center or training experience, with preference for advanced experience.
• Knowledge of process improvement methodologies like Six Sigma is a plus.
• Strong coaching, digital literacy, and communication skills.
• Proficiency in MS Office and familiarity with Learning Management Systems.
• Ability to analyze data, solve problems, and work effectively in teams.
• Travel willingness and professionalism are required.

What You Can Expect:

• Generous leave, insurance, pension, and other benefits.

About Percepta

Established in 2000, Percepta delivers customer service globally, emphasizing our core values of service, teamwork, respect, proactivity, growth, diversity, and competitive compensation. We focus on creating customer loyalty through multi-channel, multilingual support.