Time left to apply End Date: December 19, 2024 (7 days left to apply)
job requisition id JR119
Job Posting Title
Knowledge Manager
Salary Band
£39, 359 - £53, 251
Grade - MP2
Job Description
About the Role
Reporting into the Customer Support Function, you will have overall responsibility to build and design the new knowledge management tool - ensuring all knowledge content is available to be used across all channels and brands which NSSL support.
The organisation has recently invested in this latest technology, which will significantly change our new colleague onboarding and learning experience. The content will enable and support the operations to deliver a high standard of service to customers that hold savings accounts with Newcastle Building Group and our numerous Solutions clients.
You will manage a team of content coordinators who will be responsible for creating all new content and then updates to existing content, ensuring it is of the highest quality and delivered on time. The team are also responsible for reviewing continuous improvement of content and identifying any areas of content requiring improvements.
This content will enhance not only the customer experience but also ensures that our brand maintains a consistent and strong presence across all platforms. Furthermore, effective stakeholder management is a key part of this role as it ensures that all parties are aligned, fostering a collaborative and efficient work environment.
What you’ll be doing:
* Lead and manage the content team to ensure the creation and maintenance of high-quality knowledge content across all channels and brands.
* Accountable for building and maintaining strong relationships with all stakeholders, ensuring their needs and expectations are met.
* Lead on the quality of work produced by the team, implementing strategies for continuous improvement.
* Develop and implement strategies for effective knowledge management across all channels and brands.
* Foster a positive work environment that encourages teamwork, innovation, and growth.
* Address gaps in knowledge and content design and utilize innovation tools available to enhance the user experience.
* Own the overall KM strategy for knowledge and ensure we have a consistent standard for all knowledge in all channels.
About You
You will have previously worked with a Knowledge Management Tool and demonstrable, preferably defining built and maintenance of content within a Customer Service Contact Centre environment.
Previously managed and supported staff, you will possess strong people management skills with the ability to motivate and develop others.
Your enthusiasm and drive to succeed will complement your resilience and ability to be flexible to handle changing priorities.
We are looking for someone who can communicate effectively, at all levels, verbally and in writing with excellent stakeholder management experience.
About Us
Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs. We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do.
As a successful regional building society we have an ambitious strategy to continue to grow and develop the business. Our purpose; connecting our communities with a better financial future, is at the heart of all we do.
We know our colleagues play a key part in our success and we believe in being a great place to work, where people can realise their potential.
As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return?
As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
* Hybrid working – typically 3 days’ homeworking and 2 days’ office based.
* A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours.
* 30 days holiday each year plus bank holidays.
* Bonus Scheme (paid annually) - On target 10%, up to 15% depending on performance.
* Colleague mortgage scheme and access to our financial advisors.
* Private medical insurance.
* Pension scheme (up to 9% employers’ contribution).
* Life assurance (4x salary) and income protection.
* Access to a range of wellbeing benefits, including Medicash scheme.
* Electric car salary sacrifice scheme.
* Cycle to Work scheme.
* Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood.
* An extra day’s holiday for your birthday.
* The option to buy and sell holidays.
* Two paid volunteering days each year.
* A broad range of learning and development opportunities.
* Access to a range of high street and online discounts.
* Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide.
* A wide range of recognition initiatives to recognise and reward great performance.
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at kate.wilkinson@newcastle.co.uk
Company: Newcastle Strategic Solutions Limited
Why work here?
People are the focus of absolutely everything we do. We believe in people, we care deeply about their hopes, their dreams and their wellbeing. And that applies equally to our customers, our communities and our colleagues – which means you, if you choose to work here. It’s important to us that you know if you join us we will welcome you, respect you, encourage you and help you to achieve your goals.
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