Knowledge Manager (Contact Centre / CX)

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 email and live chat, including chatbot responses and agent handoffs.
• Collaborate with teams across Operations (Customer Service & 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 & Abilities Were Looking For

• Strong experience with Zendesk or similar knowledge platforms.
• Experience driving KM initiatives and adoption within a CX / Contact Centre environment
• Detailed experience delivering self-serve solutions within multi-channel customer contact settings
• Excellent 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 essential

For more information or to express interest in the Knowledge Manager position please apply as directed. Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within CX / Customer Contact Technologies : Resource Planning & Workforce Management and Data Analytics TITL1_UKTJ