About toob We’re toob, a multi-award-winning full-fibre broadband provider on a mission to transform England’s internet experience. Founded in 2017 by a team of well-versed Directors from some of the world’s biggest telecommunications brands, it’s our goal to provide affordable access to fast & reliable full-fibre broadband so every household and business can thrive in this digital age. With recent investment of £300 million, we’re looking to grow our teams across our rapidly expanding network. voted 'Best Urban Fibre Provider' at the UK Fibre Awards 2023, 'SME of the Year' at the Central South Business Awards 2023 and 'Best Value Provider' at the Broadband Genie awards 2024. About the role: The Knowledge Manager will be 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 responsibilities: 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 What we offer you A positive, collaborative, and supportive work environment Annual leave - 25 days Bank Holidays Annual Bonus Hybrid Working Group Pension Group Critical Illness Private Medical Scheme Development opportunities Family Friendly Benefits Enhanced maternity & adoption pay – up to 6 months full pay Enhanced paternity leave and pay – up to 3 weeks full pay Fertility treatment leave – up to 5 days paid leave per cycle, for up to 2 treatment cycles Pregnancy loss leave – up to 5 days paid leave for pregnancy loss under 24 weeks Enhanced parental bereavement leave – up to 2 weeks full pay for the loss of any child from 24 weeks gestation to 18 years of age About toob: Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun. toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply. Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application