Knowledge Manager (Contact Centre / CX)

£50,000 + £55,000 + PackageHybrid : 2 Days p/w onsiteAre you passionate about delivering seamless customer experiences through clear, helpful content? My client is recruiting a Knowledge Manager who will take ownership of the non-voice support channels (email / chat / social /bots), making it easier for customers and agents to locate and obtain the right answers, quickly and first timeExperience within a Contact Centre / CX setting is desirable alongside hands-on exposure and abilities with Zendesk or another KM platform.Offered as hybrid working 2 days per week from client offices in either East London or Cardiff, our client is providing a base salary range of £50 – £55k + Bonus + PackageWhat You’ll DoOwn and continuously improve all non-phone support content across the Zendesk platform—Help Centre articles, emails, live chat, and self-service tools.Shape a clear strategic vision for Zendesk, driving innovation like AI integration and workflow automation to enhance customer and agent experiences.Analyse customer FAQs and feedback, identify knowledge gaps, and create engaging, easy-to-understand content that resonates across multiple brands.Lead the design of seamless customer journeys via email and live chat, including chatbot responses and agent handoffs.Collaborate with teams across Operations (Customer Service and Sales), Marketing, Legal, Compliance, and more to ensure content is accurate, compliant, and on-brand.Monitor performance with regular reports and use insights to boost use of self-service channels, reduce contact volumes, and improve satisfaction.What Experience and Abilities We’re Looking ForStrong experience with Zendesk or similar knowledge platforms.Experience driving KM initiatives and adoption within a CX / Contact Centre environmentDetailed experience delivering self-serve solutions within ‘multi-channel’ customer contact settingsExcellent communicator who writes clear, friendly, “plain English” content tailored for diverse customers.A proactive mindset with a proven track record in managing and improving digital support content.Independent and confident, with talent for building great working relationships and influencing stakeholders.Comfortable juggling priorities in a fast-moving environment, with attention to detail and a big-picture view.Desirable: Experience with HTML/CSS/Java/APIs/design tools are desirable but not essentialFor more information or to express interest in the Knowledge Manager position please apply as directed.Longreach Recruitment are trusted and proven UK and EMEA recruitment experts within CX / Customer Contact Technologies - Resource Planning and Workforce Management and Data ..... full job details .....