Ocado Group is hiring a

Knowledge Manager (Internal Communications)

Sunderland, United Kingdom

Job Type: Permanent

Location: Sunderland SR1, The Beam

Shifts: Fulltime - 37.5 Hours a week – shifts vary between 7:00am-11pm 7 days a week.

Salary: ​Competitive + Benefits​

At Ocado Group we pride ourselves on the quality of our goods and people; that's why we pick them wisely! We have an exciting new opportunity for a Knowledge Manager to come and join our award winning Contact Centre.

The Ocado Knowledge Base (Atlas) plays a vital role in keeping our team of customer service advisors up to date with changes to processes and new business information.  

The Knowledge Manager will take ownership of this platform, ensuring our internal knowledge provision is accurate and up to date with the latest information to support the provision of excellent customer service. They will work closely with colleagues across the Contact Centre and Marketing teams to coordinate the creation of content which provides answers to key customer queries and outlines the steps our advisors need to take to resolve contacts. The successful candidate will be keen to evolve our approach to knowledge management and adopt a cycle of continuous improvement.

As the Knowledge Manager you will understand which issues are important to our customers, and create customer facing content to fuel our chatbot. You would work closely with our Contact Centre to to promote a knowledge sharing culture, as well as work simultaneously with our trainers and performances coaches to identify areas of improvement. As the Knowledge Manager you would become the go to person for answers on processes and channel queries. You will need to make sure that the content for our customers is up to date and accurate along with ensuring the chosen platform is user friendly and fit for purpose.

What we will need from you:

  • Experience of working in a fast paced role
  • Understanding of key Knowledge Management theories and principles
  • A Customer focused mentality
  • Understanding of what drives customer satisfaction
  • Educated to degree level or significant experience in a knowledge management role
  • Proficient with Word, Excel, Power-point and Google
  • Experience using Content Management Systems
  • Experience using analytics to inform developments
  • Excellent spoken and written communication skills.
  • Able to write clear and concise

Things we would like you to have:

  • Experience working in a large organisation, able to work cross functionally 
  • Experience working in a previous knowledge management role
  • Familiar with Google Apps.
  • Familiar with Zendesk
  • Familiar with Contact Centre technology

Please note this job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. You may be asked to perform tasks as required by management deemed as a reasonable request.

Equal Opportunities for All

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status.

Closing date for all applications is Thursday 5th November 2020 - due to the fast paced nature of our business, this vacancy may close sooner.