Knowledge Specialist

6 months ago


Bradford, United Kingdom Yorkshire Building Society Full time

We are proud of the service we provide our customers, and rightly so

This role will give you the opportunity to look at ways we can be better, support large transformation pieces, work with a wide range of stakeholders and deliver a great experience for our customers.

**About the role**

This is a key role within our Customer Service Operational Support Team, where you will be working closely with digital and operational teams.

You will work with two other knowledge specialists, Content Developers and the Product Owners (who form the knowledge squad) to create and maintain articles on our MS Dynamics based knowledge management system. This will enable colleagues to provide the best experience for our customers whilst complying with both internal and external standards.

As part of the knowledge squad, you will prioritise the articles to be created/changed. You will engage with stakeholders in Customer Services for their input for knowledge articles and will agree SLAs. You will ensure that the articles are reviewed according to the agreed schedule, review feedback from colleagues about articles and identify opportunities to improve existing articles and to create new knowledge articles.

You’ll be able to see the impact of your work, with colleagues across Customer Services using the knowledge articles you maintain, to process customer requests in their day-to-day work. The work you will do will also support large transformation initiatives and will enable YBS to meet regulatory requirements. So, this really is a role to be proud of.
Its a hybrid role, so you can spend time at home as well as our Bradford office when required (~2 days per week). You will have the option of working in the office 5 days a week if this is your preference.

**About you**

You’ll be someone who is committed to providing great customer service, and have a good understanding of customer service operations. Alongside this you’ll;
- Be proactive and adaptable
- Be solutions focused, ensuring any new or changed articles are clear and effective
- Be a team player, who can work well within the knowledge squad and can engage effectively with a wide range of stakeholders.
- Be a great communicator with excellent written skills, experience using Word and Excel.

Previous experience of mapping processes, reviewing procedures, creating articles or support documents and/or familiarity with MS Dynamics and would be beneficial.

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

**Flexibility.** We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.

**Development.** We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

**Inclusivity.** We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

**About our Benefits**

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

- ** Holiday.** You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- ** Bonus.** We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
- ** Pension.** We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- ** Healthcare.** Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- ** My Benefits.** When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

**Ready to apply?**

**Want more information?


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