Knowledge Manager

Arden University; Birmingham; On-site; GBP 45,000 - 57,000; Full time

Benefits offered by this job

30 days holiday plus bank holidays

Private Medical Insurance

Study Arden courses for free

Job summary

A leading higher education institution based in Birmingham is seeking a Knowledge Management Professional to lead the development of a robust operational knowledge framework. You will ensure that service teams have access to accurate knowledge, driving consistent delivery of high-quality services. This role offers a salary between £45,000 to £57,000, a hybrid working model with some travel, and numerous employee benefits including a pension plan and study opportunities.

Qualifications

• Extensive experience in knowledge deployment and governance within complex organisations.
• Proven track record using knowledge artefacts to improve service quality.
• Experience managing high-impact workstreams and small teams.

Responsibilities

• Design and implement a knowledge management framework.
• Standardise operational processes and documentation.
• Support service teams with access to knowledge.

Skills

Knowledge management

Project management

Stakeholder management

Use of AI tools

Tools

Salesforce Knowledge Base

Job description

Job Details

Salary: £45,000 - £57,000 per annum

Employment type: Permanent

Hours per week: 37

Reporting into: Director of Operational Excellence

Department: Student Experience

Click here to read the full job description and view our excellent benefits here

This role operates on a hybrid working arrangement that will occasional travel (on a monthly basis) to our Coventry Head Office. Our working model arrangements are a non-contractual benefit so please note that an Arden work location is added to our employment contracts.

About Arden University

We are an aspirational and multi-award-winning university, delivering rapid growth with ambitious plans to disrupt the HE sector through our passion for innovation and digital education. Our vision is to become the first-choice university for career-focused lifelong learners worldwide, ensuring that everyone, everywhere can access higher education.

There has never been a more exciting time to join Arden University, as we expand into new disciplines, forge worldwide partnerships, and expand our locations.

About Our Department

Operational Excellence is a small, specialist unit that sits within Student Experience, and partners with every team across Arden University to get value to our customers as quickly as possible - and at consistently high quality.

We’re skilled in project management, business analysis, product management and Lean, and we use a wide range of modern methods to bring unity, clarity and efficiency to complex work.

We’re also building the foundations for the next generation of student support – where high‑quality knowledge and consistent processes will connect to AI and LLM tools. This will enable students to get help even when we’re not online, and enable staff to work with greater confidence, accuracy and ease.

If you’re someone who enjoys untangling complexity, creating clarity, improving how organisations work, and leaving things better than you found them, we’d love your energy and perspective.

About the Opportunity

We are seeking an experienced and detail-oriented professional to lead the development and governance of our operational knowledge framework. This pivotal role will define, implement and maintain a structured approach to capturing and managing standard processes, FAQs, and key procedural documentation across the organisation.

Reporting to the Director of Operational Excellence, you will play a central role in strengthening operational maturity and driving continuous improvement. You will ensure that service management teams have access to accurate, up-to-date and easily accessible knowledge—enabling consistent, high-quality service delivery to both students and staff.

Key Responsibilities

• Designing and implementing a robust knowledge management framework.
• Identifying, prioritising and standardising core operational processes and documentation.
• Producing and maintaining clear, user-friendly procedural guides and FAQs.
• Embedding quality standards to ensure all published information is accurate, relevant and aligned to best practice.
• Supporting service teams to access and apply knowledge effectively within day-to-day operations.
• Contributing to a step change in operational excellence through structured governance and continuous review.

About You

We are looking for a highly organised and strategic knowledge management professional who thrives in complex environments and is passionate about driving operational excellence.

You Will Bring

• Extensive experience in knowledge deployment, maintenance and governance within a complex organisation, ideally one progressing towards Operational Excellence.
• A proven track record of using knowledge artefacts (process guides, SOPs, FAQs, playbooks) to design and deliver training, and to measurably improve service quality and consistency.
• Experience of managing or supervising a small team, providing direction, support and performance oversight.
• Significant experience of managing and prioritising multiple high-impact workstreams, confidently negotiating deadlines and scope with stakeholders.
• Strong stakeholder management skills, with the ability to build trusted relationships across all levels — from frontline colleagues to senior leadership.
• Hands‑on experience of using and maintaining knowledge management systems, such as Salesforce Knowledge Base or similar enterprise platforms.
• The ability to leverage modern AI tools and automation technologies to enhance productivity and quality, while retaining sound judgement and a strong human‑centred approach.

Why Arden

• 30 days holiday + bank holidays on‑top, and even a Christmas closure!
• A generous Aviva pension plan, company contributions starting from 7%
• SimplyHealth plan option
• Private Medical Insurance
• Access to Perkbox benefits
• Study any Arden course for free, with a discount for all family and friends
• Plus, other excellent benefits
• Our ‘Golden Ticket’ which allows you to gift anyone in your life a free Arden education

Our Values

Stand out, Progressive, Accessible, Resourceful, Kindness, reflect who we are as an institution, a team and as individuals. If they also reflect you and you are excited by the chance to be the driving, creative force within a growing business, we want to hear from you.

Closing Date

Thursday 5th March

We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.

If you are a current Arden student or have an upcoming course with us, you are not eligible to apply for Student Experience roles due to a conflict of interest related to system access.

Equity, Diversity & Inclusion

Arden University is proud to be a Disability Confident Employer. This means that if you have a disability, as defined by the Disability Equality Act 2010, you may be guaranteed an interview if you meet the essential criteria for the role.

If you wish to be considered under this scheme, you can indicate via the application form below. By doing so, you are also consenting for this information to be shared with the hiring team. For more details on what qualifies as a disability under the Disability Equality Act 2010, please refer to the guidance here.

As an Equal Opportunity Employer we celebrate diversity and are committed to creating a diverse and inclusive workplace. Therefore, we make sure that our recruitment and selection processes never discriminate based upon people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances, and actively welcome applications from all groups.

Sponsorship Statement

Please be aware that some roles may not meet the points requirement for a sponsored Skilled Worker visa under the points-based immigration system. However, we welcome applications from candidates who do not currently have the right to work in the UK but may be eligible for a visa through an alternative route.