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Knowledge Manager
2 months ago
Motorway is a leading used car marketplace in the UK, revolutionizing the way people buy and sell cars. Our innovative platform connects private sellers with verified dealers nationwide, ensuring a seamless and efficient experience for all parties involved.
With a strong focus on technology and customer satisfaction, Motorway has grown rapidly since its founding in 2017. Our team of over 400 people across London and Brighton offices is dedicated to delivering exceptional results and driving business growth.
About the RoleMotorway is seeking an experienced Knowledge Manager to join our Transformation team within the Customer Experience space. This role is critical in maintaining and improving our help FAQs and internal agent knowledge base, ensuring our customers have a seamless self-service experience.
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. You will take ownership of our help centre and knowledge management resources, working closely with subject matter experts to develop clear and accessible technical content for both internal and external end-users.
One of the key projects you'll work on is AI in Customer Support, where you'll be a vital part of a high-profile strategic initiative. You'll also have the opportunity to 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.
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 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.
- 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 virtual assistants (preferable).
- Written technical content for e-commerce and/or in a fast-moving environment (preferable).
Motorway offers a competitive salary, annual learning budget, BUPA health insurance, discounted dental and gym membership, on-hand volunteering membership, hybrid working, pension scheme, Motorway car leasing scheme, cycle to work scheme, and enhanced maternity/paternity leave.
We are committed to equality of opportunity for all employees and welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
