Knowledge Manager

Sunbelt Rentals Careers; Warrington; Hybrid; 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

Job summary

Sunbelt Rentals is recruiting a Knowledge Manager to convert policies, processes and expertise into practical, accurate knowledge for frontline colleagues. You will craft clear articles, FAQs and quick-reference guides, working with SMEs to ensure accuracy and relevance.

You will help content evolve as products and systems change, support knowledge in Salesforce and other platforms, and contribute to AI-enabled knowledge experiences to improve customer service outcomes.

Qualifications

• Experience in knowledge management, content design, communications, operational guidance or process documentation.
• Ability to turn complex topics into clear, accurate, useful content.
• Strong writing skills and attention to detail; understands how people search for information.

Responsibilities

• Create clear knowledge articles for frontline colleagues.
• Turn complex policies into simple guidance and FAQs.
• Prepare step-by-step instructions and quick-reference guides.
• Collaborate with SMEs to ensure information accuracy.
• Keep knowledge current as products and processes change.
• Improve searchability and accessibility of information.

Skills

Knowledge management

Content design

Technical writing

Stakeholder management

Frontline content

Tools

Salesforce Knowledge

Service Cloud

Job description

About The Role

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.

About You

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

About Us

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.