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 the opening provides a base salary range of £45 - £55k + Bonus + Package

What You'll Do

* Own and continuously improve all non-phone support content across the Zendesk platform—Help 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 We're 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