Job Title

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 our client is providing a base salary range of 45'000 - 55'000 + Bonus + Package What Youll Do Own and continuously improve all non-phone support content across the Zendesk platformHelp 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 Were 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 TPBN1_UKTJ