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Serco Limited; Liverpool; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Pension up to 6%

Flexible and hybrid working

Career development

Job summary

Serco Limited in Liverpool is seeking a Knowledge Coordinator to shape how knowledge is created and shared across MyHR. You will drive knowledge governance, lead improvements, and manage a small team while embedding changes that deliver measurable benefits.

You will partner with MyHR and People & Culture to simplify processes, improve access to accurate information, and support self-service adoption through data-driven insights.

Qualifications

• Experience coordinating knowledge management initiatives and continuous improvement.
• Strong process mapping (As-Is/To-Be) and Lean methodologies.
• Excellent written communication and documentation skills.
• Strong analytical skills with data-driven improvement.
• Experience implementing change across operational teams.
• Good knowledge of Microsoft 365 and CRM platforms.

Responsibilities

• Support development and governance of knowledge management across MyHR.
• Lead process improvement initiatives using Lean and process mapping.
• Create, review and govern knowledge content across platforms to be accurate and user-friendly.
• Translate process changes into clear guidance and knowledge articles (ServiceNow and others).
• Facilitate workshops to identify knowledge gaps and improve practices.
• Monitor improvements via KPIs like self-service adoption and case resolution times.
• Ensure governance with version control, compliance and audit readiness.

Job description

Location: Hybrid / Liverpool at least 2 days / weekFull Time | Permanent

At Serco, we're transforming the way our colleagues access information and support. We're looking for a Knowledge Coordinator to play a key role in shaping how knowledge is created, maintained and continuously improved across our people function.

This is an exciting opportunity for someone who enjoys improving processes, working collaboratively with stakeholders, and using data and insight to enhance the employee experience. If you're passionate about continuous improvement, knowledge management and delivering meaningful change, we'd love to hear from you.

About the role

Reporting to the Knowledge Manager, you'll help drive our knowledge management strategy while leading initiatives that improve how information is captured, governed and shared across MyHR.

You'll work closely with teams across MyHR and People & Culture to identify opportunities for improvement, simplify processes and ensure colleagues have access to accurate, accessible and up-to-date knowledge. You'll also lead the implementation of process and knowledge changes, ensuring they're successfully embedded and deliver measurable improvements.

Managing one direct report, you'll balance strategic improvement initiatives with day-to-day coordination of knowledge activities, helping to create a culture of continuous learning and self-service.

What you'll be doing

• Supporting the development and governance of knowledge management across MyHR.
• Leading process improvement initiatives using structured methodologies such as Lean and process mapping.
• Creating, reviewing and governing knowledge content to ensure it is accurate, user-focused and easy to find.
• Translating process changes into clear guidance and knowledge articles across ServiceNow and other platforms.
• Facilitating workshops to identify knowledge gaps and improve working practices.
• Monitoring the effectiveness of improvements through KPIs such as self-service adoption, case reduction and resolution times.
• Ensuring robust governance through version control, compliance and audit readiness.

What you'll bring

We're looking for someone who combines excellent communication skills with a passion for continuous improvement and delivering great customer experiences.

You'll ideally have:

• Experience coordinating or delivering knowledge management, continuous improvement or business change initiatives.
• Strong process improvement skills, with experience of process mapping (As-Is / To-Be) and identifying efficiencies.
• Excellent written communication skills with the ability to produce clear, engaging documentation.
• Strong analytical skills and experience using data to identify improvement opportunities.
• Experience planning and implementing change across operational teams.
• Good knowledge of Microsoft 365 and CRM platforms.

Desirable experience

• Experience within an HR or Shared Services environment.
• Knowledge of ServiceNow knowledge management and workflows.
• Experience with Knowledge-Centred Service (KCS) or similar knowledge management frameworks.

Why Serco?

At Serco, you'll be part of a team that's committed to making services better for our colleagues and customers. You'll have the opportunity to influence how knowledge is managed across MyHR, helping to deliver smarter services, improved employee experiences and lasting operational improvements.

Alongside a competitive salary, we offer 25 days annual leave, pension of up to 6%, flexible and hybrid working, opportunities for career development, and the chance to make a real impact within a collaborative and supportive team.

Discover your place with Serco and help shape the future of knowledge and continuous improvement within MyHR.

Proud member of the Disability Confident employer scheme

Knowledge Coordinator

Company: Serco Limited

Salary: £25000-30000 per annum

Hours: Full-time

Location: Liverpool, 00

Job type: Permanent

Posting date: 26 Aug 2026

Closing date: 24 Sept 2026