Knowledge Manager (Contact Centre / CX)

£50,000 + £55,000 + Package

Hybrid : 2 Days p/w onsite

Are you passionate about delivering seamless customer experiences through clear, helpful content? My client is recruiting a Knowledge Manager who will take ownership of the non-voice support channels (email / chat / social /bots), making it easier for customers and agents 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 days per week from client offices in either East London or Cardiff, our client is providing a base salary range of £50 - £55k + Bonus + Package

What You'll Do

• Own and continuously improve all non-phone support content across the Zendesk platform-Help 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 We're 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