Divisional Knowledge Manager

Job not on LinkedIn

🔥 17 minutes ago

🇬🇧 United Kingdom – Remote

💵 £61k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📚 Learning and Development

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Everywhen

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Everywhen is a UK-based insurance broking and advisory business within the Ardonagh Group, serving retail and commercial clients through a nationwide network of specialist brands and local hubs. The company provides general insurance broking, underwriting/MGA services, risk management and employee benefits, placing significant premium volumes and emphasising community-focused, inclusive culture and career development for its workforce.

📋 Description

• Lead the knowledge work supporting the Agent Copilot implementation and target reductions in Average Handling Time • Build and optimise IVR and self-service knowledge content to reduce call volumes and improve customer outcomes • Redesign induction and competency training content to accelerate colleague readiness and performance • Partner with business leaders, operations teams and trainers to identify and prioritise high-impact knowledge opportunities • Translate product, policy and regulatory changes into clear, accessible and reusable knowledge content • Establish taxonomy, tagging and content standards to make knowledge easy to find, use and maintain • Manage and develop content within NICE Knowledge using a platform-agnostic approach • Partner with Quality Assurance and Quality Monitoring stakeholders to improve knowledge content • Build a network of Knowledge Leads and implement sustainable governance and continuous improvement practices

🎯 Requirements

• Proven experience in Knowledge Management within a contact centre, customer operations or similarly regulated environment • Demonstrable success delivering measurable operational improvements through knowledge and content initiatives • Experience creating knowledge frameworks, content governance or taxonomy structures • Strong stakeholder management skills with the ability to influence at all levels of the organisation • Excellent writing and editing skills, with a talent for turning complex information into simple, user-friendly content • Experience coaching or developing SMEs, super-users or knowledge contributors • Knowledge platform experience, e.g. NICE Knowledge, Salesforce Knowledge, ServiceNow, Zendesk Guide or similar • Experience with NICE Knowledge or NICE CXone • Knowledge of AI-assisted support, Agent Copilot solutions or self-service technologies • Experience supporting a knowledge platform migration or transformation programme • Background in financial services, insurance or another regulated industry • Successful employment, address, credit history and standard criminal record checks

🏖️ Benefits

• Holiday entitlement of 26 days plus bank holidays, increasing with length of service • 35 hour working week • Opportunity to progress your career across the entire Ardonagh family • Award-winning learning & development offering • Support to obtain professional qualifications • Pension scheme • 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing • Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more • One day paid volunteering • Ardonagh Community Trust (ACT) donation matching • The Spotlight Awards • Fully remote work arrangement