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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
Experience within a Contact Centre / CX setting is desirable alongside hands-on exposure and abilities with Zendesk or another KM platform.
Offered as hybrid working 2-3 days per week in East London / Essex client is providing a base salary range of £50 - £55k + Bonus + Package
What Youll Do
* Own and continuously improve all non-phone support content across the Zendesk platformHelp Centre articles, emails, live chat, and self-service tools.
* Shape a clear strategic vision for Zendesk, driving innovation like AI integration and workflow automation to enhance customer and agent experiences.
* Analyse customer FAQs and feedback, identify knowledge gaps, and create engaging, easy-to-understand content that resonates across multiple brands.
* Lead the design of seamless customer journeys via email and live chat, including chatbot responses and agent handoffs.
* Collaborate with teams across Operations (Customer Service & Sales), Marketing, Legal, Compliance, and more to ensure content is accurate, compliant, and on-brand.
* Monitor performance with regular reports and use insights to boost use of self-service channels, reduce contact volumes, and improve satisfaction.
What Experience & Abilities Were Looking For
* Strong experience with Zendesk or similar knowledge platforms.
* Experience driving KM initiatives and adoption within a CX / Contact Centre environment
* Detailed experience delivering self-serve solutions within multi-channel customer contact settings
* Excellent communicator who writes clear, friendly, plain English content tailored for diverse customers.
* A proactive mindset with a proven track record in managing and improving digital support content.
* Independent and confident, with talent for building great working relationships and influencing stakeholders.
* Comfortable juggling priorities in a fast-moving environment, with attention to detail and a big-picture view.
* Desirable: Experience with HTML/CSS/Java/APIs/design tools are desirable but not essential
For more information or to express interest in the Knowledge Manager position please apply as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within CX / Customer Contact Technologies ~ Resource Planning & Workforce Management and Data Analytics
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Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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