Join to apply for the Knowledge Manager (Contact Centre / CX) role at SW Safety Consulting

2 days ago Be among the first 25 applicants

Join to apply for the Knowledge Manager (Contact Centre / CX) role at SW Safety Consulting

Get AI-powered advice on this job and more exclusive features.

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.
  
  

• 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
  
  

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

Referrals increase your chances of interviewing at SW Safety Consulting by 2x

Sign in to set job alerts for “Knowledge Manager” roles.

Greater London, England, United Kingdom 3 days ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

Senior Monitoring, Evaluation and Learning Manager

London, England, United Kingdom 2 months ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 2 months ago

Senior Manager, Social Content Strategist

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 23 hours ago

Manufacturing knowledge Management Specialist - Relocate to Saudi Arabia, Permanent Expat Family Relocation Package

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London Area, United Kingdom £55,000.00-£58,000.00 22 hours ago

City Of London, England, United Kingdom 1 week ago

Defence Digital -Data Skills and Culture Manager

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 2 weeks ago

Director, Customer Experience & Learning and Development

London, England, United Kingdom 1 day ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 1 week ago

Team Lead (Mental Health) - Children's Home

Ilford, England, United Kingdom 2 weeks ago

Senior Manager: Learning and Development

London, England, United Kingdom 1 week ago

Digital Communications and Content Manager

Cyber Security Assistant Manager/Manager

London, England, United Kingdom 2 weeks ago

Great Warley, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.