Knowledge Manager (Contact Centre / CX)

2 Days Old

Longreach Recruitment are supporting a high-growth market leader to recruit a Knowledge Manager who will take ownership and have oversight of the development and maintenance of Customer Journeys via help articles, FAQs, live chat interactions and self-service of non-voice support channels (email / chat / social /bots), making it easier for customers and contact centre colleagues to locate and obtain the right answers, quickly and first time Experience within a Contact Centre / CX setting is desirable alongside hands-on exposure and abilities with Zendesk or another KM platform. Offered as hybrid working 2-3 days per week in Cardiff our client is providing a base salary range of £45'000 - £55'000 + Bonus + Package What Youll Do Own and continuously improve all non-phone support content across the Zendesk platformHelp 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 e...
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Location:
Cardiff
Salary:
£55,000
Category:
Customer Service & Support

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