Resident-First Knowledge Manager | Frontline Enablement

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

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.