Colleague Knowledge and Governance Manager
London – Currys London Campus at Waterloo. Permanent, Full Time, Grade 4.
We’re iD Mobile, one of the UK’s leading mobile virtual network operators, part of Currys PLC. Since launching in May 2015, we have over 2.5 million Pay Monthly subscribers and ambitious plans to grow.
Role overview
As our Colleague Knowledge & Governance Manager, you’ll own and improve iD Mobile’s agent facing knowledge end to end. You’ll write clear, accurate knowledge for customer service advisors, keep it up to date as products, processes and policies change, and create a single source of truth that makes it easy for agents to find the right answer quickly, ensuring a consistent customer experience.
Responsibilities
- Own iD Mobile’s agent knowledge end to end, from writing and publishing content through to ongoing improvement
- Build and maintain a single source of truth for agent knowledge, with clear ownership, version control and audit trails
- Set standards for knowledge, including templates, tone of voice and governance
- Write clear, accurate, easy to use content that supports advisors across all channels and journeys
- Work with Customer Service, Operations, Product, Proposition, Digital, Fraud and Compliance teams to capture and validate information
- Lead the migration of legacy content into structured, AI ready knowledge
- Design and maintain knowledge structure, tagging and decision trees to improve findability and speed to answer
- Own knowledge updates for change initiatives, including major change and regulatory updates, through to implementation
- Use data and feedback to improve content quality and reduce repeat contact and complaints
- Align knowledge with training and onboarding to improve time to competence
- Track and report knowledge KPIs, including adoption, accuracy and findability
- Ensure knowledge supports AI enabled interactions, including agent assist, chatbots and self serve
Qualifications
- Experience in knowledge management or support content writing in a contact centre environment
- Excellent writing and editing skills, with a focus on clarity and accuracy
- Experience using knowledge base or case management tools
- Strong stakeholder skills, able to gather input, challenge where needed and agree clear outcomes
- Comfortable using data to prioritise and improve content (contact drivers, search terms, usage and quality outcomes)
- Strong attention to detail and a practical, organized approach to managing a backlog and deadlines
- Interest in digital servicing and AI, with an understanding of what good knowledge looks like for automation and agent assist
- Telco experience is a plus, but not essential
Benefits
- 25 days of annual leave plus bank holiday entitlement
- Private medical insurance
- Life assurance
- Competitive pension scheme
- Access to discretionary bonus
- Hybrid working at the Currys Campus in Waterloo (WeWork)
Why join us
We are committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. If you need additional assistance with your application, please email careers@currys.co.uk and we’ll do our best to help.
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