Knowledge Manager

2 months ago

London, United Kingdom Dye & Durham Full time
DescriptionAre you a passionate about creating high quality content that is accessible and easy to locate? If so, Dye & Durham are on the hunt for a Knowledge Manager to fill this newly created role and help our customers and support employees thrive. If you are wanting to step into a role where your expertise will be truly valued, and your input will guide the content strategy of a growing organisation, this role is for you 
This is a full-time role based in our Paddington office 4 days week and will be reporting to the Director of Customer Support, UK. 
WHAT WILL YOU DO?
  • You will implement and maintain a clear structure and breakdown for the knowledge base, ensuring content is easily searchable and accessible for both customers and support agents 
  • You will collaborate with various product SME's and teams to gather and verify information to help develop, curate, and maintain base to ensure accuracy, relevance, and clarity 
  • You will review/audit content for accuracy and completeness, to ensure business alignment as well as consistency including brand tone and style
  • You will examine feedback to identify areas for improvement by empowering agents to flag internal knowledge base content that is out-of-date, inaccurate, or missing
  • You will train support agents on how to effectively use and contribute to the knowledge base, by providing guidance through facilitating knowledge-sharing sessions and feedback loops 
  • You will utilise Zendesk Explore analytics to track metrics such as usage, effectiveness & user satisfaction and generate reports/ insights to support strategic decisions and improvements of the knowledge base
  • You will stay updated on industry trends and uphold best practice by connecting with Zendesk administrators to configure and optimise processes 
  • You will focus on improving the customer journey by providing self-service options through a well-maintained knowledge base. 
 

ABOUT YOU?
  • You have a strong understanding of knowledge management principles, including content creation, curation, and lifecycle management 
  • You have solid experience using Zendesk, for content management, analytics, customisation, macros, triggers, automations and workflows 
  • You have proven experience in writing, editing, and reviewing technical/instructional content and can translate complex information into clear, concise, and user-friendly formats
  • You are data-driven and are familiar with using reporting/analytical tools to monitor content performance and user engagement 
  • You are a strong communicator and have experience in working cross-functionally within support and product teams 
  • You have experience in the legal, technology, or property industry (desirable but not a necessity)


WHY WORK FOR US?At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering a range of learning and career opportunities through mobility and learning on a global scale. We offer a host of benefits including birthday leave, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Interested to learn more? Hit the apply button and a member of our talent team will be in touch. Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.  

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort. 

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