Knowledge Manager

Peabody; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A non-profit organization in London is seeking a Knowledge Manager to lead the Genesys knowledge base initiative. This role involves working closely with various teams to create clear, resident-focused content while improving service delivery. Ideal candidates will bring expertise in knowledge management, excellent writing skills, and experience in customer service environments. This permanent, full-time position is designed for mid-senior level professionals looking to make a difference.

Qualifications

• Experience in knowledge management or content design.
• Familiarity with contact centre environments.
• Passion for resident-centred service design.

Responsibilities

• Develop and manage the Genesys knowledge base.
• Write and structure content to reflect our tone of voice.
• Train colleagues and embed best practice.

Skills

Knowledge management or content design

Customer service systems

Excellent writing skills

Working with diverse teams

Clarity and consistency

Omnichannel platforms knowledge

Analytical mindset

Tools

Genesys Cloud

Job description

Knowledge Manager role at Peabody

Role context

As a Knowledge Manager, you’ll take the lead in shaping and maintaining the Genesys knowledge base used by our contact centre. This isn’t just about articles — it’s about improving journeys, building trust, and helping teams deliver excellent service every day.

You’ll work closely with the Product Owner and wider teams to ensure knowledge reflects resident needs and supports outside-in service design. Your work will directly influence how confidently and accurately colleagues support our residents.

Purpose of Role

You’ll work across the business to capture the right knowledge, structure it clearly, and keep it live and relevant. Your focus will be resident-first, ensuring content reflects real-world scenarios and is shaped by frontline insight.

Key Responsibilities

• Develop and manage the Genesys knowledge base to support resident queries and frontline teams.
• Write and structure content to reflect our tone of voice and outside-in service design.
• Collaborate with teams across Peabody to co-create accurate, relevant guidance.
• Review usage, feedback, and data to improve content and close knowledge gaps.
• Train colleagues and embed best practice in knowledge management.
• Align knowledge content with service journeys and transformation goals.

Skills/Experience Required

• Experience in knowledge management or content design.
• Familiarity with contact centre environments and customer service systems.
• Excellent writing skills and a strong grasp of plain English principles.
• Proven ability to work with diverse teams and subject experts.
• Passion for clarity, consistency, and resident-centred service design.
• Knowledge of omnichannel platforms, ideally Genesys Cloud.
• Analytical mindset — confident using insight to improve tools, outcomes, and colleague experience.

Contract Type

Permanent, Full Time

Closing Date

05/09/2025

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Other

Industries

• Non-profit Organizations