Knowledge Manager: Digital Content Specialist

3 weeks ago

London, Greater London, United Kingdom Motorway Full time
About Motorway

Motorway is the UK's leading online used car marketplace, revolutionising the experience of selling a car with our technology-led approach.

Our award-winning platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, we've grown to a team of over 400 people across our London and Brighton offices, generating thousands of monthly car sales.

About the Role

We're seeking an experienced Knowledge Manager to join our Customer Experience team, focusing on maintaining and improving our help FAQs and internal agent knowledge base.

This role is pivotal in ensuring seamless self-service experiences for our customers by collaborating with subject matter experts to develop clear and accessible technical content.

You'll take ownership of our help centre and knowledge management resources, working with cross-functional teams to assess and enhance existing and new content.

The ideal candidate will possess a strong attention to detail, passion for continuous improvement, and ability to influence others at all levels.

Key Responsibilities
  • Collaborate with subject matter experts to develop clear and accessible technical content.
  • 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.
  • Ability to influence others at all levels, gaining buy-in on the importance of knowledge management initiatives.
  • Become a Motorway expert, covering all products, services, policies, and localised knowledge to produce clear and concise content.
  • Design cross-functional ways of working to ensure consistency with Motorway TOV and brand.
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 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.
Benefits
  • Estimated salary: £50,000 - £65,000 per annum.
  • Annual learning budget.
  • BUPA health insurance.
  • Discounted dental through BUPA.
  • Discounted gym membership through BUPA.
  • On-Hand volunteering membership.
  • Hybrid working - opportunity to work from home one day a week.
  • Pension scheme.
  • Motorway car leasing scheme.
  • Cycle to work scheme.
  • Enhanced maternity/paternity leave.

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