Knowledge Base Manager – Customer Services

Salary and benefits – To be discussed
Location – Exeter
Working Pattern – 37.5 Hours per week between Monday – Sunday 08:00 – 20:00 (working 1 weekend in 4)
Contract Type – Permanent
Travel– Client Site Visits– 1 per month

Why work for Foundever?

Are you passionate about enhancing the customer journey and driving continuous improvement in a fast-paced environment? We are looking for an experienced and dynamic Knowledge Base Manager to join our team and take our knowledge management strategy to the next level.

In this role, you will be responsible for leading a team that maintains and optimises our knowledge base, ensuring that both customers and internal teams have easy access to accurate, up-to-date information. You will work closely with operational teams, clients, and other stakeholders to create a seamless self-service experience, while using data insights to continuously improve customer satisfaction and reduce effort.

Key Responsibilities:

• Team Leadership: Manage a team dedicated to enhancing and maintaining the knowledge base, improving current knowledge articles to support a smoother customer journey.
• Performance Tracking: Track feedback via article ratings (helpful %), identifying areas for improvement and driving content optimization.
• Template & Response Management: Maintain and review templates and canned responses to ensure consistency and clarity in customer interactions.
• Reporting & Insights: Provide full reporting on customer interaction trends with both Bot and Live Agent channels. Deliver actionable insights to drive performance improvements.
• Client Collaboration: Liaise with clients to ensure that the knowledge base is up-to-date and aligned with their evolving needs.

Key Responsibilities:

• Operational Feedback: Work closely with all operational teams, gathering feedback and identifying opportunities to improve the knowledge base and reduce customer effort.
• Customer Feedback Monitoring: Actively monitor and react to customer feedback, continuously optimizing the knowledge base to enhance customer satisfaction.
• Trend Analysis: Use standard and bespoke reporting to provide trend analysis to both clients and the wider operational team, suggesting improvements based on data insights.
• Knowledge Base Development: Support the evolution of the knowledge base to increase self-service usage, reducing contacts and enhancing the customer journey.
• Internal Knowledge Sharing: Assist in building and maintaining an internal knowledge base for associates, fostering a culture of knowledge sharing and continuous learning.
• CRM Management: Experience with CRM tools (Salesforce) to help manage and enhance the knowledge management system.

Skills and Experience

• Problem Solving & Innovation: A keen work ethic and a drive for innovation, with the ability to solve complex problems and implement improvements that positively impact the customer experience.
• Excellent Communication: Strong written and verbal communication skills, with an ability to create clear and engaging knowledge articles and reports.
• Data Analysis: Experience in creating bespoke reports, conducting trend analysis, and providing actionable insights to inform business decisions.
• Stakeholder Management: Ability to manage multiple stakeholders and work collaboratively across departments to implement improvements.
• Self-Starter: Ability to work independently and proactively, driving initiatives that improve customer experience and operational efficiency.
• Travel Requirement: Willingness to travel to Heathrow as required.

Your Profile & Experience.

• Evidence of effective interpersonal, coaching/supervisory skills.
• Previous experience working in a call centre environment is essential.
• Excellent telephone, computer/keyboard, verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Performance Management skills.
• Client/customer management skills.
• A clear criminal background check.

Apply Now

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

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