Role Overview The Knowledge Manager will report directly to Colleague Development and Quality Manager. In this role, you will be responsible for: Support the development and implementation of a comprehensive knowledge management strategy and Framework Maintain and update the knowledgebase, ensuring information is accurate and accessible Facilitate the sharing of knowledge and best practices across departments Conduct regular training sessions and workshops to promote knowledge sharing Collaborate with IT to ensure the knowledge management system is user-friendly and up-to-date Monitor and analyse the effectiveness of knowledge management initiatives Identify and address gaps in the organization's knowledge base Measure the use of information and the accuracy to allow for improved content availability Promote a culture of continuous learning and improvement Skills and Experience Required To excel in this role, you will need to demonstrate: Essential Leadership: Guiding teams, inspiring change, and making decisions. (minimum 3 years in a leadership role in either relevant role or Contact Centre) Exceptional IT skills Learning and knowledge management experience Critical thinking: Assessing situations, making informed decisions, and analysing quality processes. Understanding of knowledge management principles and best practices Excellent communication and interpersonal skills Ability to work collaboratively with cross-functional teams Preferred Tools and Technologies experience: Knowledge management systems (e.g., Confluence, SharePoint) Content management systems (e.g., WordPress, Drupal) Collaboration tools (e.g., Slack, Microsoft Teams) Data analysis tools (e.g., Power BI, Tableau) Project management software (e.g., Asana, Trello) Desirable Minimum of 2 years of experience in knowledge management or a similar role Proven experience in developing and implementing knowledge management strategies Strong understanding of knowledge management principles and best practices Experience in project management Qualification in Information Management, Business Administration, or a related field. About Us The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values: Caring We care about our colleagues and the people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and making a positive societal impact. Our Inclusive Working Environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”Our colleague and ally networks encompass LGBTQ, neurodiversity, women’s health, men’s health, ethnicity, and diversity. What We Offer Generous Annual Leave – 30 days plus Bank Holidays Pension scheme – contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan for season tickets for buses and trains Cycle to work Scheme Subsidised eye tests & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers Flexible Working At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Career Development In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process. Reserve List If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required. Application Process The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment