Knowledge Manager

TN United Kingdom; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player in the UK’s used car marketplace is seeking a Knowledge Manager to enhance customer self-service experiences. This role involves maintaining and improving help FAQs and internal knowledge bases, ensuring clarity and accessibility for users. As part of a dynamic Transformation team, you will work on innovative projects, including AI in Customer Support, and collaborate across departments to drive best practices. With a focus on continuous improvement, this position offers a unique opportunity to make a significant impact in a fast-growing company.

Benefits

Annual learning budget

BUPA health insurance

Discounted dental through BUPA

Discounted gym membership through BUPA

Hybrid working

Motorway car leasing scheme

Cycle to work scheme

Enhanced maternity/paternity leave

Qualifications

• Proven track record as a Knowledge Manager in a contact centre.
• Ability to translate complex concepts into simple language.

Responsibilities

• Collaborate with experts to develop clear technical content.
• Manage a comprehensive knowledge base for the organization.
• Monitor KPIs related to help FAQs and implement improvements.

Skills

Knowledge Management

Data Analysis

Technical Writing

Cross-functional Collaboration

Customer Support Automation

Attention to Detail

Communication Skills

Education

Experience in Contact Centre Environment

Management Level Experience

Tools

Customer Support Automation Solutions

Job description

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Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

About the role

Motorway is seeking an experienced Knowledge Manager to join our Transformation team within the Customer Experience space. This role is pivotal in ensuring our customers have seamless self-service experiences by maintaining and improving our help FAQs and internal agent knowledge base. The ideal candidate will possess a strong attention to detail, a passion for continuous improvement, and the ability to collaborate effectively across departments to drive best practices. You will take ownership of our help centre and knowledge management resources that our internal teams and customers interface with.

One of the key projects you’ll work on is AI in Customer Support. Motorway has invested in a leading automation platform, together with a team of Digital CX Specialists to build out a leading virtual assistant experience. You’ll be a vital part of a high profile strategic initiative, as well as much more.

This role will report directly to our Head of CX Transformation.

Please note this role is based in our London office, but would require travel to our Brighton office 1 day p/week.

Key responsibilities:

1. Collaborate with subject matter experts to develop clear and accessible technical content for both internal and external end-users.
2. Establish and manage a comprehensive knowledge base, ensuring scalability of knowledge across the organisation.
3. Work with cross-functional teams to assess and enhance existing and new content, focusing on improving clarity and accuracy to improve self serve and customer satisfaction.
4. Ability to influence others at all levels, gaining buy-in on the importance of knowledge management initiatives, driving best practices through data and evidence.
5. Build cross functional networks that advocate and can champion knowledge management initiatives driving agent adoption to improve customer satisfaction and consistency.
6. Become a Motorway expert, covering all products, services, policies, and localised knowledge to produce clear and concise content supporting frontline teams, Sellers, and Dealers.
7. Design cross functional ways of working to ensure we stay consistent with Motorway TOV and brand.
8. Design and implement templates to streamline the process from ideation to execution.
9. Monitor and track Key Performance Indicators (KPIs) related to the help FAQs, implementing improvements based on data-driven insights.
10. Possess a keen eye for continuous improvement, consistently seeking ways to enhance the self-service experience for customers and our agents.

Requirements

• Proven track record as a Knowledge Manager, preferably in a contact centre environment.
• Proven experience in leveraging data to inform content decisions, identify gaps, and measure success of your work.
• Excellent written and verbal english communication skills
• The ability to translate complex technical concepts into simple language for diverse audiences
• Strong attention to detail
• Demonstrable experience operating at a management level in a relevant role
• Working cross-functionally across multiple teams (sales, quality, operations, CRM and product/tech)
• Experience working with Customer Support automation solutions virtual assistants (preferable)
• Written technical content for e-commerce and/or in a fast-moving environment (preferable)
• Annual learning budget - you can choose how you like to learn and find the best learning experiences to support your progression.
• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• Hybrid working - opportunity to work from home one day a week (subject to approval)
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount
• Cycle to work scheme
• Enhanced maternity/paternity leave

Equal opportunities statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.