Team – Knowledge – Service Support
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week.
2 Roles- 1 permanent, 1 FTC/ secondment
We are happy to discuss flexible working!
Top 3 skills needed for this role:
1. Collaboration champion with stakeholders
2. Creative content visionary
3. Data storyteller
What this role is all about:
Imagine being at the heart of a business where your work shapes how knowledge flows and empowers people every day. In this role, you’ll collaborate with stakeholders across the organisation to craft, refine, and elevate content that isn’t just accurate—it’s impactful, accessible, and designed to deliver real value. You’ll harness the power of data insights, AI, and business intelligence to anticipate needs, close knowledge gaps, and drive continuous improvement. Every decision you make will enhance operational efficiency and transform the customer experience. If you’re passionate about turning information into innovation, this is your chance to make a measurable difference.
Key Actions
4. Create and manage knowledge content by developing and maintaining clear, concise, and user-focused material for both employees and customers.
5. Maintain content accuracy and relevance through a structured review process that ensures everything remains up to date, accurate, and aligned with business needs.
6. Maximise the use of tools and platforms by leveraging knowledge systems and supporting technologies such as AI to improve content creation, management, and delivery.
7. Generate insights and spot trends by analysing data to identify knowledge patterns and assess the impact of knowledge on business performance.
8. Optimise content using data by continuously improving knowledge based on insights and analytics.
9. Influence through insight by presenting clear, evidence-based recommendations that support optimisation decision-making.
10. Lead optimisation projects by coordinating and delivering content improvement initiatives, ensuring stakeholder alignment, timely execution, and measurable outcomes.
11. Collaborate across functions by working with colleagues across the business to develop content, identify opportunities, and deliver knowledge optimisation.
12. Identify and address performance gaps by partnering with divisional colleagues to uncover root causes, behaviours, and knowledge or skill gaps impacting business performance.
13. Promote knowledge sharing by encouraging a culture of collaboration and continuous learning, driving engagement with knowledge content.
What do you need to thrive?
14. Ability to create clear, concise, and user-friendly content tailored to different audiences and channels
15. Understanding of how users interact with content and how to structure information for clarity, accessibility, and ease of use
16. Proficient in using content management platforms and knowledge bases to create, organise, and publish content efficiently
17. Skilled in using data to assess content performance, identify trends, and inform optimisation strategies
18. Strong communication skills to present insights, influence decisions, and collaborate effectively across teams
19. Capable of leading and managing content improvement initiatives, ensuring timely delivery and measurable outcomes
20. Proactive in identifying opportunities to enhance content quality, processes, and tools
21. Experience working cross-functionally with product, service, compliance, and technology teams
22. Understanding of knowledge sharing frameworks, classifications, and strategies to build a culture of learning and engagement
23. Ability to use AI to generate and optimise content, bringing innovation to knowledge creation and delivery
24. Expertise in knowledge operations within a contact centre environment, applying best practices to improve efficiency and customer experience
25. Experience in developing and managing customer-facing support content and digital journeys to enhance user engagement and satisfaction
So, what’s in it for you?
26. Bonus Schemes – A bonus that regularly rewards you for your performance
27. A pension of up to 12%– We will match your contributions up to 6% of your salary
28. Our award-winning Vitality health insurance – With its own set of rewards and benefits
29. Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
30. Help you to be the healthiest you’ve ever been.
31. Create an environment that embraces you as you are and enables you to be your best self.
32. Give you flexibility on how, where and when you work.
33. Help you advance your career by playing you to your strengths.
34. Give you a voice to help our business grow and make Vitality a great place to be.
35. Give you the space to try, fail and learn.
36. Provide a healthy balance of challenge and support.
37. Recognise and reward you with a competitive salary and amazing benefits.
38. Be there for you when you need us.
39. Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.