Knowledge & PR Manager

Capita; Darwen; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Capita is seeking a Product Owner to lead social media interactions and manage the ASK Knowledge Management system within their Digital Operations Team. This full-time role encompasses ensuring brand reputation, enhancing customer experience, and overseeing resources while facilitating key stakeholder relations. Benefits include a competitive salary, holiday entitlements, and a range of additional perks.

Benefits

Competitive salary based on experience

Holiday entitlement starting at 23 days

Paid day out for volunteering

Pension and life assurance

Cycle2work and paid parental leave

Financial wellbeing support

Access to Employee Network Groups

Qualifications

• Experience in people management required.
• Proactive and professional attitude is essential.
• Business awareness across departments is important.

Responsibilities

• Accountable for social media interactions and SLA delivery.
• Oversee the ASK Knowledge Management system.
• Support stakeholders with project briefs and campaign copy changes.

Skills

Communication skills

Analytical skills

Organizational skills

Problem-solving skills

Stakeholder management

Data management

Tools

Microsoft Office

TVL systems (Lassy preferred)

Job description

We have a new opportunity to join our TVL Digital Operations Team as a Product Owner – Social Media, Knowledge, Marketing & PR.

As a Product Owner, you will be accountable for social media interactions with customers, ensuring delivery of SLA and protection of brand reputation for Client and Capita. You will proactively monitor trends and themes affecting customer experience and identify opportunities to improve them.

You will manage the evolution of letter templates, including drafting new ones, to meet business demands while ensuring effective and efficient responses to customer queries in line with TVL Policy and processes.

You will also oversee the ASK Knowledge Management system used across TVL Operations.

Additionally, as Product Owner, you will support the Senior Marketing Product Owner by working with stakeholders to coordinate impacts on Project Briefs, RFCs, and Campaign copy changes that affect operational areas, providing detailed feedback within tight deadlines.

This is a full-time, permanent role with hybrid working arrangements based at our Darwen, Lancashire office.

Job title:

Knowledge & PR Manager

Core Responsibilities:

1. Ensure resource availability for managing social media accounts.
2. Manage daily performance, behaviour, and conduct of direct reports.
3. Cover for the Social Media and PR Advisor during absences, responding to customer posts per SLAs.
4. Overhaul existing knowledge management content for relevance and effectiveness.
5. Maintain relationships with key stakeholders, including the client, to ensure accurate and up-to-date information.
6. Act as SME for TVL Contact Centre knowledge and lead continuous improvement initiatives for the ASK Knowledge Management system.
7. Share best practices and enhance knowledge management capabilities.
8. Review and develop letter templates and glossary paragraphs in line with design principles.
9. Support operational readiness and coordinate impacts to project briefs and RFCs, providing detailed feedback.
10. Identify impacts on customer journeys and operational processes from campaigns, RFCs, and media inquiries.
11. Ensure digital-first approach in reviewing all letters, project briefs, and RFCs.
12. Present updates and findings to clients and stakeholders.
13. Work closely with Capita Information Security to ensure data security and compliance.

Qualifications and Skills:

• Excellent communication skills, verbal and written.
• Strong analytical and data management skills.
• Self-motivated with excellent planning and organizational skills.
• Ability to multi-task, solve problems, and prioritize effectively.
• Proactive and professional attitude.
• Experience in people management.
• Stakeholder management skills.
• Proficiency in Microsoft Office applications.
• Experience with TVL systems like Lassy preferred.
• Business awareness across departments.

What’s in it for you?

• Competitive salary based on experience.
• Holiday entitlement starting at 23 days, rising to 29, with options to buy extra leave.
• Paid day out for volunteering.
• Benefits including pension, life assurance, cycle2work, paid parental leave, and discounts.
• Financial wellbeing support.
• Access to Employee Network Groups promoting diversity and inclusion.

About Capita Experience

We serve a blue-chip client base across the UK and Europe, focusing on digital transformation and personalized customer experiences.

Next Steps:

Apply now via our short application form. We are an inclusive employer committed to accessible recruitment. For support or alternative formats, contact Iqbal at [e-mail] or call 07784 237318.

Location:

Darwen, United Kingdom

Time Type:

Full time

Contract Type:

Permanent

Capita is a leading business in digital services, committed to creating better outcomes for all stakeholders and operating responsibly across its markets.