Job Ref: 213127084

Date: 2021-02-03 15:46:17

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Working in collaboration across the organisation in a multi-disciplined environment to deliver knowledge content that positively impacts colleagues, customers and the business. As the Knowledge Specialist and author you will consult with key stakeholders around the full training cycle, to consult, design and deliver highly effective knowledge content, which meet the needs of the business. This knowledge will contribute to improved employee capability and will ultimately support delivery of key areas of the organisational strategy. The role requires you to be commercially focused with costs being a key consideration enabling you to demonstrate a Return on Investment. This will be achieved through blended learning solutions that are both market-leading and technology enabled.

Key Responsibilities & Tasks :

* Maintain and demonstrate expert knowledge of policy guides and processes, skills and behaviours

* Owning the process and knowledge architecture for Customer Operations

* Defining, creating and reviewing knowledge articles and process and policy documentation, primarily for Customer Operations

* Identifying and delivering efficiencies and enhancements to existing process

* Assisting with internal and external project phases including foundations, planning and delivery

* Facilitating workshops both with internal Customer Operations staff and external departments to scope and shape the knowledge content

* Monitoring progress of knowledge content and impact to the customer, colleague and business.

* Create knowledge articles in line with defined process, training materials and gaining departmental sign offs

* Review existing processes and policies on a regular basis in line with existing structure

* Create and deliver a set of operating standards for the department to adhere to

* Update defined reports, detailing process and policy review themes

* Create knowledge articles in line with defined process, training materials and gaining departmental sign offs

* Other ad-hoc service improvement and quality tasks as required

* Manage and build long term effective relationships with key stakeholders (up to Senior level) providing expert consultancy services to actively support their business goals

* Develop personalised content for a multi- discipline contact centre

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