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Knowledge Manager
2 months ago
Motorway is a leading online marketplace for used cars, revolutionizing the way people buy and sell vehicles. Our platform connects private sellers with a vast network of verified dealers, ensuring a seamless and efficient experience for all parties involved.
Founded in 2017, Motorway has rapidly grown to become one of the UK's fastest-growing companies, with a team of over 400 people across our London and Brighton offices. Our technology-driven approach has redefined the car buying experience, generating thousands of monthly sales and driving innovation in the industry.
About the RoleMotorway is seeking an experienced Knowledge Manager to join our Transformation team within the Customer Experience space. This critical role is responsible for maintaining and improving our help FAQs and internal agent knowledge base, ensuring our customers have seamless self-service experiences.
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.
Key Responsibilities- Collaborate 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.
- Establish and manage a comprehensive knowledge base, ensuring scalability of knowledge across the organization.
- Work with subject matter experts to develop clear and concise content supporting frontline teams, sellers, and dealers.
- 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.
- 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 and virtual assistants.
- 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.
- Pension scheme.
- Motorway car leasing scheme.
- Cycle to work scheme.
- Enhanced maternity/paternity leave.
- Regular social events.
Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximize 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.
