Knowledge Manager

Sunbelt Rentals UK & Ireland; Warrington; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Flexible rewards package

Generous holiday allowance

Life assurance

Retail discount scheme

Employee recognition awards

Company pension scheme

Job summary

Sunbelt Rentals UK & Ireland is seeking a Knowledge Manager to transform policies, processes and expertise into practical knowledge for frontline colleagues. The role focuses on creating clear knowledge articles, FAQs and step-by-step guidance, working with subject-matter experts to keep content accurate and current.

You will design content for ease of search, support Salesforce-driven knowledge, and help prepare AI-enabled knowledge experiences, while actively gathering feedback to improve

Qualifications

• Experience within knowledge management, content design, communications, operational guidance, customer service or process documentation.
• Ability to take something complicated and make it clear, accurate and genuinely useful.
• Strong writing and attention to detail; interest in how information is searched and consumed.

Responsibilities

• Create clear, practical knowledge articles for frontline colleagues.
• Turn complex processes and policies into straightforward guidance.
• Produce FAQs, quick-reference guides and step-by-step instructions.
• Collaborate with subject-matter experts to ensure information accuracy.
• Understand frontline questions to identify information gaps.
• Improve content that is hard to understand, duplicated or outdated.
• Keep knowledge current as products and processes evolve.
• Ensure information is easy to search and find.
• Support knowledge used within Salesforce and other digital platforms.
• Assist in content preparation for AI-enabled knowledge experiences.
• Gather feedback to continually improve content quality.

Skills

Knowledge management

Content design

Stakeholder management

Strong writing

Tools

Salesforce Knowledge

Job description

Help give every frontline colleague the right answer at the right time

Imagine a frontline colleague being able to ask a question and immediately get a clear, trusted answer that helps them support a customer.

That’s the experience we want to create.

As Sunbelt Rentals develops its digital and AI capabilities, high-quality knowledge will be one of the foundations that makes it possible.

We’re looking for a Knowledge Manager to turn processes, policies and expertise into simple, useful knowledge that gives our frontline colleagues confidence and helps them provide a great customer experience.

Key Responsibilities

• Creating clear, practical knowledge articles for frontline colleagues.
• Turning complicated processes and policies into straightforward guidance.
• Producing FAQs, quick-reference guides and step-by-step instructions.
• Working with subject-matter experts to make sure information is accurate.
• Listening to frontline colleagues to understand the questions they need answered.
• Identifying gaps in our existing knowledge.
• Improving content that is difficult to understand, duplicated or outdated.
• Keeping knowledge current as products, processes and technology change.
• Making information easy to search and find.
• Supporting knowledge used within Salesforce and other digital platforms.
• Helping prepare content for AI-enabled knowledge experiences.
• Gathering feedback to continually improve the quality and usefulness of our content.

What can we offer you in return? You’ll be joining a highly successful company, the UK’s largest equipment rental provider. We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations.

To succeed in this role you will bring the following skill-set and behaviours:

• Experience within knowledge management, content design, communications, operational guidance, customer service or process documentation.
• What matters most is your ability to take something complicated and make it clear, accurate and genuinely useful.
• You’ll be a strong writer with excellent attention to detail and an interest in how people search for and consume information.
• Experience with Salesforce Knowledge, Service Cloud, knowledge bases, AI tools or frontline customer environments would be useful but isn’t essential.
• Strong stakeholder management

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada - as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is.

Our people are at the heart of our values and they’re our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.