Hybrid Knowledge Content Strategist (Customer Care)

The Very Group; Liverpool; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Flexible hybrid working

Inclusive culture

23 days holiday

LinkedIn learning access

Bonus potential

25% discount on Very.co.uk

Matched pension

More benefits on career site

Job summary

The Very Group is seeking a Knowledge Analyst to define, create and maintain knowledge content that reflects how we operate within Customer Care. You will support the Knowledge manager to lead the knowledge strategy and publish content aligned with strategic plans.

You will measure the effectiveness of the knowledge tools, share new ideas to improve adoption, and act as a champion for knowledge across the business. Collaboration and data-driven improvements are key.

Qualifications

• Previous experience in copy writing or working in a knowledge environment is crucial to in-role success.
• Experience in a contact centre environment would also be valuable.
• A passion and pride in your work with a natural desire to connect, collaborate and be a team player.

Responsibilities

• Supporting the Knowledge manager in leading the Customer Care and knowledge strategy.
• Create, maintain and publish content in line with strategic plans, including periodic reviews; ensuring brand alignment.
• Measure and analyse the effectiveness of the knowledge management tool to inform improvement ideas to increase adoption of the product.
• Be an ambassador for knowledge management across our business.
• Conduct external research and benchmarking; sharing new ideas to continuously improve the knowledge product.

Skills

Eye for detail

Proactive mindset

Strong communication

Data analysis

Job description

The Very Group is seeking a Knowledge Analyst to define, create and maintain knowledge content that reflects how we operate within Customer Care. You will support the Knowledge manager to lead the knowledge strategy and publish content aligned with strategic plans.

You will measure the effectiveness of the knowledge tools, share new ideas to improve adoption, and act as a champion for knowledge across the business. Collaboration and data-driven improvements are key.