Job Description
Longreach Recruitment are supporting a high-growth market leader to recruit a Knowledge Manager who will take ownership and have oversight of the development and maintenance of Customer Journeys via help articles, FAQs, live chat interactions and self-service of “non-voice” support channels (email/chat / social /bots), making it easier for customers and contact centre colleagues to locate and obtain the right answers, quickly and first time\n\nExperience within a Contact Centre / CX setting is desirable alongside hands-on exposure and abilities with Zendesk or another KM platform.\n\nOffered as hybrid working 2-3 days per week in Cardiff the opening provides a base salary range of £45 - £55k + Bonus + Package\n\nWhat You’ll Do\n\n * Own and continuously improve all non-phone support content across the Zendesk platform—Help Centre articles, emails, live chat, and self-service tools.\n\n * Shape a clear strategic vision for Zendesk, driving innovation like AI integration and workflow automation to enhance customer and agent experiences.\n\n * Analyse customer FAQs and feedback, identify knowledge gaps, and create engaging, easy-to-understand content that resonates across multiple brands.\n\n * Lead the design of seamless customer journeys via email and live chat, including chatbot responses and agent handoffs.\n\n * Collaborate with teams across Operations (Customer Service & Sales), Marketing, Legal, Compliance, and more to ensure content is accurate, compliant, and on-brand.\n\n * Monitor performance with regular reports and use insights to boost use of self-service channels, reduce contact volumes, and improve satisfaction.\n\nWhat Experience & Abilities We’re Looking For\n\n * Strong experience with Zendesk or similar knowledge platforms.\n\n * Experience driving KM initiatives and adoption within a CX / Contact Centre environment\n\n * Detailed experience delivering self-serve solutions within ‘multi-channel’ customer contact settings\n\n * Excellent communicator who writes clear, friendly, “plain English” content tailored for diverse customers.\n\n * A proactive mindset with a proven track record in managing and improving digital support content.\n\n * Independent and confident, with talent for building great working relationships and influencing stakeholders.\n\n * Comfortable juggling priorities in a fast-moving environment, with attention to detail and a big-picture view.\n\n * Desirable: Experience with HTML/CSS/Java/APIs/design tools are desirable but not essential\n\nFor more information or to express interest in the Knowledge Manager position please apply as directed.\n\nLongreach Recruitment are trusted and proven UK & EMEA recruitment experts within CX / Customer Contact Technologies ~ Resource Planning & Workforce Management and Data Analytics