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Knowledgebase Content Manager

1 month ago

Swinton, Manchester, United Kingdom Moorepay Full time
About the Role

The Knowledgebase Content Manager is a critical member of our Business Services team, responsible for delivering high-quality customer and colleague-facing content. This role plays a key part in ensuring our customers and colleagues receive a consistent and excellent experience through our knowledgebases.

A big part of this role is compiling, consolidating, and editing draft content that will be assigned to you. You will deliver this content as part of our repeatable software development lifecycle model or via Zendesk tools and other systems used at Moorepay. Your flexibility will ensure you can fill any gaps and work with well-formed standard sources.

Ultimately, you'll be the custodian of our knowledgebases, passionately helping the business leverage the full capability of the solution to drive improvements in the customer and colleague experience. This will drive-down demand through self-service and creating knowledgebase content, reducing contact demand, and helping our customers and colleagues work in the most optimal and efficient way possible.

This role will work from our Swinton office on a hybrid basis - 3 days office/2 days working remotely. The ideal candidate will have a strong understanding of delivering a great customer experience through the use of self-service knowledgebases.

Key Responsibilities
  • Create and manage the framework for the knowledgebase, ensuring consistent application across business functions.
  • E nsure adherence to best practices, coding standards, and quality assurance processes.
  • Create and update technical documents and statements of work when necessary.
  • Work with business leads and continuous improvement/data insights colleagues to monitor the effectiveness of the knowledgebase and drive increased self-service adoption and demand reduction through to the delivery teams.
  • Understand the impact of new content requirements on existing content, propose changes, and take action as appropriate.
  • Seek review, feedback, and sign-off for content.
  • Manage content of assigned deliverables as required, including structuring, updating, archiving, and retiring content.
  • Coordinate the production and delivery of multiple content items from various colleagues to provide an overall content package on time to the customer base for events such as product software releases.
  • Regularly audit the knowledgebases for efficiency and effectiveness.
  • Lead projects to enhance or expand the knowledgebase setup based on audit and review findings.
  • Work with the product, business readiness, marketing, and delivery teams to identify opportunities to improve the capability of the knowledgebase and bring more insights and intelligence to our customers over the technology and processes we deliver.
  • Support the roll-out of new knowledgebases as required by the business.
Required Skills and Qualifications
  • Proven experience in knowledgebase development, preferably with Zendesk or other customer service platforms.
  • Experience in designing and implementing knowledgebase solutions is preferred.
  • Ability to manage multiple stakeholder requirements and tightly prioritize based on business need and overall impact.
  • Strong written and verbal communication skills.
  • Experience of using Moorepay products and services is an advantage.
  • At least two years' experience in technical authoring, technical editing, or similar roles, or experience of developing customer and colleague documentation (e.g., internal documents, statements of service, process documents, or other human-readable content with a defined structure).
  • Experience with online content authoring tools.
  • Basic knowledge of HTML.
  • Advanced Microsoft Word and PowerPoint.
Benefits

As a valued member of our team, you'll enjoy a range of benefits, including:

  • A competitive base salary: £45,000 per annum.
  • A comprehensive programme of learning and development.
  • 25 days annual leave, with the opportunity to buy more.
  • Private medical insurance.
  • Life assurance 4x salary.
  • Enhanced pension with up to 8.5% employer contributions.
  • A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
About Us

M oorepay is part of the Zellis Group, a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough, and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues.