Head of Agent Knowledge

5 months ago

Nottingham, United Kingdom Capital One - UK Full time

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Agent Knowledge

**About this role**

As Head of Agent Knowledge, you will be responsible for setting, and delivering against, the agent knowledge strategy for Customer Operations. Evolving and identifying new practices where appropriate, you will deliver an effective learning journey for front line agents.

You will also set the direction for our agent knowledge systems, identifying and implementing areas of improvement ranging from how the content is displayed and consumed to the systems we use.

**What you’ll do**
- Define and deliver against an agent knowledge strategy for front line agents within all of our customer contact centers
- Partner with the change and delivery teams to ensure that information about business change is presented to front line agents through our agent knowledge strategy in a valuable and effective way
- Form close partnerships with Customer Operations senior leaders to ensure that the agent knowledge strategy supports the wider business direction and areas of focus
- Influence the direction of agent training through delivery of valuable and innovative training content
- Lead a team of agent knowledge platform specialists and creative content designers to deliver content to front line agents
- Ensure that current agent knowledge platforms, systems and content are maintained, up to date and continuously improved
- Partner with our product managers to set the direction of agent knowledge systems, securing buy-in and investment where appropriate
- Understand the needs of agent training through close partnerships with Customer Operations senior leaders and training teams

**What you’ll bring**
- Clear and confident communication style to influence senior leadership on behalf of the agent knowledge function
- Ability to think creatively about new ways of working to contribute to increased agent effectiveness
- Significant experience in a similar agent knowledge role, preferably with proven team leadership skills
- Experience of working with and evolving knowledge platforms, working knowledge of Jira, coldfusion or similar agent knowledge tools
- Ability to use analytical thinking to turn insight into recommendations, improving agent and function performance

**Where and how you'll work**

This is a permanent position and is based in our Nottingham offices.

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

**What’s in it for you**
- Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
- Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

**What you should know about how we recruit**

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

- REACH - Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
- OutFront - to provide LGBTQ+ support for all associates
- Mind Your Mind - signposting support and promoting positive mental wellbeing for all
- Women in Tech - pro

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