Summary
We’re looking for a proactive and forward thinking Knowledge Manager to transform how knowledge supports our Customer Service teams. You’ll own and evolve The Knowledge Hub (TKH)- ensuring colleagues have clear, accessible, and accurate information to deliver exceptional service. Acting as the connector across Activity, Communications, and Knowledge, you’ll play a critical role in helping us become the UK’s number one Customer Service team. This role can be based in either Chester or London (with regular travel to Chester as required).
What You’ll Do
- Own and continuously evolve The Knowledge Hub as the single source of truth, ensuring content is accurate, intuitive, and easy to access.
- Lead the end to end knowledge lifecycle setting standards for content quality, governance, and delivery while ensuring updates land right first time.
- Shape a seamless, joined up approach across Activity, Communications, and Knowledge, ensuring alignment, clarity, and effective planning.
- Use insight and feedback to enhance the knowledge experience, enabling colleagues to resolve customer queries confidently and consistently.
- Drive continuous improvement and future transformation, including exploring AI and new technologies to simplify content and improve usability.
Who You Will Be
- Strong understanding of knowledge management tools and systems, with the ability to assess and optimise how information is structured, accessed and shared
- Experience in developing and implementing knowledge solutions, including designing and building tools beyond standard platforms such as SharePoint
- An excellent communicator, able to translate complex information into clear, simple, and actionable content.
- A strong planner and organiser, balancing forward planning with the agility to respond to fast paced, reactive demands.
- Confident in stakeholder management, able to challenge, influence, and align teams across multiple functions.
- A self starter with strong ownership, energy, and a continuous improvement mindset – comfortable leading, making decisions, and driving progress.
What’s in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special:
20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
Competitive holiday entitlement with the potential to buy extra holiday days!
Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
A generous Defined Contribution Pension Scheme and Life Assurance.
A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
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