Knowledge Analyst

Very Group; Liverpool; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible hybrid working

23 days holiday—bank holidays

LinkedIn Learning access

Bonus potential

Job summary

The Very Group is seeking a Knowledge Analyst to define, create and maintain knowledge content for Customer Care. You will work with the Knowledge Manager to shape strategy, publish brand-aligned content and review it regularly for accuracy and relevance.

You’ll measure effectiveness, share new ideas to improve the knowledge product, and act as an ambassador for knowledge management across the business and its global contact centres.

Qualifications

• Experience in copywriting or working in a knowledge environment.
• Interest in data analysis and improving knowledge content.
• Able to communicate findings in an informative, engaging manner.

Responsibilities

• Define, create and maintain knowledge content for Customer Care.
• Support the Knowledge Manager in leading knowledge strategy.
• Publish content aligned with brand plans and conduct periodic reviews.
• Measure knowledge tool usage to inform improvements and adoption.
• Act as an ambassador for knowledge management across the business.
• Conduct external research and benchmarking to improve the product.

Skills

Attention to detail

Copywriting

Knowledge management

Data analysis

Communication

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

The knowledge team play a super important role within our global Customer Care operation. Our knowledge platform is the single source of truth for our colleagues and provides all the information needed to ensure we deliver the right customer outcomes, first time. It’s an exciting time to join us as we are exploring and deploying new AI capabilities.

We work in a fast - paced environment, but you will be guided and supported by a great team and have opportunities to grow and develop your skills.

About the role

The Knowledge Analyst is responsible for defining, creating and maintaining knowledge content to reflect how we execute operational processes within Customer Care.

Here’s some of the things you will be doing:

• 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 ideasto 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.

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 our global contact centres, experience in a contact centre environment would also be valuable. Passion and pride in your work and a natural desire to connect, collaborate and be a team player isa must.

The ideal person should enjoy analysing data and developing knowledge content.

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 foundon our career site

Diversity, inclusion and equal opportunities

We’re building 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 Employer and 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.