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Knowledge Manager
2 months ago
Motorway is a leading online used car marketplace in the UK, renowned for its innovative approach to connecting private car sellers with a vast network of verified dealers nationwide. Our platform has revolutionized the car selling experience, generating thousands of monthly sales and propelling our growth to over 400 employees across London and Brighton.
About the Role
Motorway is seeking an experienced Knowledge Manager to join our Transformation team within the Customer Experience space. This pivotal role ensures seamless self-service experiences for our customers by maintaining and improving our help FAQs and internal agent knowledge base. The ideal candidate will possess a strong attention to detail, a passion for continuous improvement, and the ability to collaborate effectively across departments to drive best practices.
Key Responsibilities:
- Collaborate with subject matter experts to develop clear and accessible technical content for both internal and external end-users.
- Establish and manage a comprehensive knowledge base, ensuring scalability of knowledge across the organisation.
- Work with cross-functional teams to assess and enhance existing and new content, focusing on improving clarity and accuracy to improve self-serve and customer satisfaction.
- Ability to influence others at all levels, gaining buy-in on the importance of knowledge management initiatives, driving best practices through data and evidence.
- Build cross-functional networks that advocate and can champion knowledge management initiatives driving agent adoption to improve customer satisfaction and consistency.
- Become a Motorway expert, covering all products, services, policies, and localised knowledge to produce clear and concise content supporting frontline teams, Sellers, and Dealers.
- Design cross-functional ways of working to ensure we stay consistent with Motorway's TOV and brand.
- Design and implement templates to streamline the process from ideation to execution.
- Monitor and track Key Performance Indicators (KPIs) related to the help FAQs, implementing improvements based on data-driven insights.
- Possess a keen eye for continuous improvement, consistently seeking ways to enhance the self-service experience for customers and our agents.
Requirements:
- Proven track record as a Knowledge Manager, preferably in a contact centre environment.
- Proven experience in leveraging data to inform content decisions, identify gaps, and measure success of your work.
- Excellent written and verbal English communication skills.
- The ability to translate complex technical concepts into simple language for diverse audiences.
- Strong attention to detail.
- Demonstrable experience operating at a management level in a relevant role.
- Working cross-functionally across multiple teams (sales, quality, operations, CRM, and product/tech).
- Experience working with Customer Support automation solutions and virtual assistants.
- Written technical content for e-commerce and/or in a fast-moving environment.
Benefits:
- Competitive salary.
- Annual learning budget - you can choose how you like to learn and find the best learning experiences to support your progression.
- BUPA health insurance.
- Discounted dental through BUPA.
- Discounted gym membership through BUPA.
- On-Hand volunteering membership + 1 volunteering day per year.
- Hybrid working - opportunity to work from home one day a week (subject to approval).
- Pension scheme.
- Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount.
- Cycle to work scheme.
- Enhanced maternity/paternity leave.
- Regular social events.
Equal Opportunities Statement:
Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
