Overview
Job Title: Knowledge and Communications Coordinator
Location: Manchester Hybrid
Contract Type: Full-time
Reports To: Contact Centre Manager
Job Purpose:
The Knowledge and Communications Coordinator will play a key role in ensuring effective internal communication, knowledge sharing, and information management across the DWP UCR contract. This role supports operational excellence by maintaining up-to-date knowledge resources, coordinating internal communications, and facilitating the smooth flow of information between teams, stakeholders, and leadership.
Key Responsibilities:
Knowledge Management
1. Develop, maintain, and update knowledge bases, FAQs, and internal guidance documents.
2. Ensure all staff have access to accurate, timely, and relevant information to support service delivery.
3. Work with subject matter experts and the DWP to capture and document best practices and process updates.
Internal Communications
4. Creation of an effective communication strategy.
5. Coordinate and deliver clear, consistent internal communications across the UC contract.
6. Draft and distribute newsletters, bulletins, and updates to frontline teams.
7. Support the planning and delivery of team briefings, huddles, and virtual town halls.
Collaboration & Engagement
8. Act as a central point of contact for communication between operational teams, stakeholders, and external partners.
9. Gather feedback from staff to improve communication channels and knowledge resources.
10. Support onboarding and training by ensuring new starters have access to key information.
Monitoring & Reporting
11. Track usage and effectiveness of knowledge resources and communication tools.
12. Provide regular reports and insights to leadership on communication engagement and knowledge gaps.
13. Support audits and quality assurance processes by ensuring documentation is current and accessible.
Skills & Experience:
Essential:
14. Experience in a communication, knowledge management, or coordination role.
15. Excellent written and verbal communication skills.
16. Strong organisational and time management abilities.
17. Proficiency in Microsoft Office and digital collaboration tools (e.g., SharePoint, Teams).
18. Ability to work independently and collaboratively in a fast-paced environment.
19. Demonstrate creativity in designing and delivering engaging communications using a variety of formats (e.g., infographics, videos, newsletters, digital posters).
20. Develop visually appealing and accessible content tailored to different audiences across multiple platforms, including email, intranet, and digital screens.
Desirable:
21. Familiarity with DWP UC
22. Knowledge of quality improvement or service transformation principles.
Personal Attributes:
23. Proactive and solution-focused.
24. Detail-oriented with a passion for clarity and consistency.
25. Empathetic communicator who can engage diverse audiences.
26. Adaptable and resilient in a dynamic environment.