Knowledge Manager role at Peabody
Role context
As a Knowledge Manager, you’ll take the lead in shaping and maintaining the Genesys knowledge base used by our contact centre. This isn’t just about articles — it’s about improving journeys, building trust, and helping teams deliver excellent service every day.
You’ll work closely with the Product Owner and wider teams to ensure knowledge reflects resident needs and supports outside-in service design. Your work will directly influence how confidently and accurately colleagues support our residents.
Purpose of Role
You’ll work across the business to capture the right knowledge, structure it clearly, and keep it live and relevant. Your focus will be resident-first, ensuring content reflects real-world scenarios and is shaped by frontline insight.
Key Responsibilities
- Develop and manage the Genesys knowledge base to support resident queries and frontline teams.
- Write and structure content to reflect our tone of voice and outside-in service design.
- Collaborate with teams across Peabody to co-create accurate, relevant guidance.
- Review usage, feedback, and data to improve content and close knowledge gaps.
- Train colleagues and embed best practice in knowledge management.
- Align knowledge content with service journeys and transformation goals.
Skills/Experience Required
- Experience in knowledge management or content design.
- Familiarity with contact centre environments and customer service systems.
- Excellent writing skills and a strong grasp of plain English principles.
- Proven ability to work with diverse teams and subject experts.
- Passion for clarity, consistency, and resident-centred service design.
- Knowledge of omnichannel platforms, ideally Genesys Cloud.
- Analytical mindset — confident using insight to improve tools, outcomes, and colleague experience.
Contract Type
Permanent, Full Time
Closing Date
05/09/2025
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service and Other
Industries
- Non-profit Organizations
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