About toob Best Urban Fibre Provider 2023 (UK Fibre Awards 2023) and SME of the Year Award 2023 (Central South Business Awards) We are an award-winning full-fibre broadband provider actively transforming the South of England’s internet experience. Founded by a team of experienced directors from some of the world’s biggest telecommunications brands, we offer simple, affordable access to our full-fibre network so every household and business can benefit and thrive in the digital age. About the role : The Knowledge Manager is responsible for creating, sharing, and controlling the use of internal knowledge and expertise within toob. This role drives consistency in customer-facing knowledge by categorising and sharing information while maintaining its relevance and accuracy. The Knowledge Manager will leverage tools, processes, and personal engagement to ensure both local and offshore teams can easily and quickly access the knowledge they need to deliver a first-class customer experience. Your role r esponsibilities: Creation of knowledge resources within toob for front-line customer-facing teams and for customer self-service. Act as the owner of knowledge, establishing governance processes for changes to content. Create and maintain a knowledge base for use by front-line support teams. Define and design the structure, usage, and technology of the knowledge base. Encourage collaboration across front-line teams by creating effective communication channels to ensure important knowledge is shared. Ensure knowledge accessibility by aligning roles with relevant knowledge to empower decision-making and drive business success. Monitor industry-specific information spaces to identify new trends, innovations, and terminology that could benefit toob. Develop training materials in conjunction with the customer services trainer to drive adoption of the knowledge base. Monitor progress by leveraging analytics to assess the impact, engagement, functionality, and effectiveness of knowledge management. Provide relevant coaching, training, and support to champion a knowledge management culture. Demonstrate effective communication, problem-solving, coaching, teamwork, project management, time management, creative thinking, and organisational skills. What you'll bring to toob: A good understanding of fibre broadband business Passionate about customer experience and customer service 3 years experience in a similar knowledge management role Experience of data analysis and using data to drive continual improvement via knowledge Methodical and logical approach, with a strong attention to detail and the ability to multitask Excellent written and verbal communication skills with the ability to adapt your style where needed toob benefits: A positive, collaborative, and supportive work environment Annual Leave - 25 days Annual Bonus Group Pension Group Critical Illness Private Medical Scheme Development Opportunities Our Values: Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it’s critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun. toob are committed to inclusiveness and equality of opportunity - we don’t just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us. We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities. Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application. If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you