Knowledge Analyst

The-Very-Group; Liverpool; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

23 days holiday + bank holidays

LinkedIn learning access

Bonus potential (performance)

Job summary

The Very Group is seeking a Knowledge Analyst to define, create and maintain knowledge content for Customer Care. You will align content with strategic plans, publish updates and benchmark against external sources to improve the knowledge product.

You will analyse data to measure impact, advocate for knowledge management across the business, and collaborate with teams to deliver accurate, engaging information for millions of Very customers.

Qualifications

• Attention to detail and proactive mindset.
• Experience in copy writing or knowledge environments is valued.
• Strong ability to analyse data and translate it into knowledge content.

Responsibilities

• Support Knowledge Manager in leading the knowledge strategy.
• Create, maintain and publish knowledge content aligned with plans; perform periodic reviews.
• Measure effectiveness of the knowledge management tool to drive adoption and improvements.
• Be an ambassador for knowledge management across the business.
• Conduct external research and benchmarking to improve the knowledge product.

Skills

detail-oriented

proactive

copy writing

knowledge management

data analysis

Job description

About us

We’rethe team behind digital retailerVery.

Our purpose, helping families get more out of life, powers everything we do.

And we want our people to get more out of life too! Ifyou’rehigh-performing, ambitious and make the most of every opportunity, we want to hear from you. In return,you’llenjoy heaps of flexibility, greatperksand benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go.

If you love making a difference,you’lllove making it sparkle for millions of Very customers.

About the team

Theknowledge team play a super importantrolewithinourglobalCustomer Careoperation.Ourknowledge platform is thesingle source of truth for our colleagues and providesall the information needed to ensure we deliver the right customer outcomes, first time.It’san exciting time to join us as we areexploringand deploying newAIcapabilities.

We work in afast - paced environment,but you will be guided and supported bya great teamand have opportunities to growanddevelopyour skills.

About the role

The Knowledge Analystis responsible fordefining,creatingandmaintainingknowledge content to reflect how we execute operational processes within Customer Care.

Here’ssomeofthe things you will be doing:

• Supporting the Knowledge manager in leading the Customer Care and knowledge strategy.

• Create,maintainand 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 ideastoincrease adoptionof the product.

• Be anambassador for knowledge management acrossourbusiness.

• Conduct external research andbenchmarking;sharingnew ideasto continuously improvethe knowledge product.

About you

We’relooking for someone who has an eye for detail, is naturally proactive, will spot where and how to make things better and be able to communicate this in an informative and engaging manner.Previousexperience in copy writing or working inaknowledgeenvironmentis crucial to in-role success.

As you will support knowledge across ourglobalcontact centres,experience ina contact centre environmentwouldalsobe valuable.Passion and pride in your work and a natural desire to connect, collaborate andbe a team player isa must.

The ideal person shouldenjoyanalysing data anddeveloping knowledgecontent.

What will you get in return? Brilliant experience, the opportunity to play an important part inour ambitious journeyand a rewarding, purposeful role which can make such a positiveimpact to our colleagues and external customers.

Some of our benefits

• Flexible, hybrid working model
• Inclusive culture and environment, check out our Glassdoor reviews
• 23 days holiday + bank holidays
• LinkedIn learning access
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk

• Matched pension up to 6%
• More benefits can be found on our career site

Diversity, inclusion and equal opportunities

We’rebuilding a culture of everyday inclusion, and welcome applications from anyone who believes they can do the job. We don’t discriminate based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

We want our recruitment process to be accessible to everyone. If you need reasonable adjustments to apply, interview, or perform a role, let us know via [e-mail]. We’ll be happy to support you.

We’re proud to be a Disability Confident Committed Employerand have nine brilliant colleague networks - including DAWN (Disability Awareness at Very) and Think (Neurodiversity at Very) - that are helping us make Very an even more inclusive place to work.