Knowledge Manager

4 weeks ago

London, Greater London, United Kingdom Motorway Full time

About Motorway

Motorway is a leading used car marketplace in the UK, known for its innovative approach to car sales. Our platform connects private car sellers with verified dealers nationwide, ensuring a seamless experience for all parties involved.

As a Knowledge Manager at Motorway, you will play a crucial role in maintaining and improving our help FAQs and internal agent knowledge base. This will involve collaborating with subject matter experts to develop clear and accessible technical content for both internal and external end-users.

Key Responsibilities:

  • 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.
  • Design cross-functional ways of working to ensure consistency with Motorway's TOV and brand.
  • Monitor and track Key Performance Indicators (KPIs) related to the help FAQs, implementing improvements based on data-driven insights.

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.

Benefits:

  • Competitive salary.
  • Annual learning budget.
  • 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.

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