Everywhen
Divisional Knowledge Manager
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Knowledge Manager
Make a measurable impact from day one.
Everywhen is looking for a delivery-focused Knowledge Manager to lead the transformation of knowledge across our contact centre, self-service and training environments. This is a hands-on role where your immediate focus will be driving operational improvements through high-quality, accessible knowledge content that supports our Agent Copilot rollout, IVR self-service capabilities and colleague development programmes.
Initially offered as a 12-month fixed-term contract, this role is focused on delivering tangible business outcomes quickly. As the function matures, you'll have the opportunity to shape knowledge governance, develop a network of Knowledge Leads across the business and embed a long-term culture of continuous improvement.
What you'll be doing
- Lead the knowledge work supporting our Agent Copilot implementation, targeting significant reductions in Average Handling Time (AHT).
- Build and optimise IVR and self-service knowledge content to help 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 practical taxonomy, tagging and content standards that make knowledge easy to find, use and maintain.
- Manage and develop content within NICE Knowledge while ensuring a platform-agnostic approach for future flexibility.
- Partner with key stakeholders including Quality Assurance and Quality Monitoring to use feeds to improve knowledge content.
- Over time, build a network of Knowledge Leads, develop capability across the business and implement sustainable governance and continuous improvement practices.
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What we're looking for
- 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).
Desirable
- 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.
Why join us?
This is an opportunity to build a knowledge function that delivers real business value from the outset. You'll have the autonomy to make things happen, work closely with senior stakeholders and play a key role in improving customer experience, colleague capability and operational performance across Everywhen.
In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:
- 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 and support to obtain professional qualifications to enhance your knowledge and career prospects
- Pension scheme for when you feel it’s time to retire
- 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 to give back to our communities
- Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
- The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.
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Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.
As an Everywhen colleague, you will be expected to uphold our values, act professionally and respectfully towards others, and contribute to a workplace where everyone is treated with dignity and respect. We expect all colleagues to help maintain an environment free from bullying, harassment, victimisation and other inappropriate behaviours, supporting our commitment to an inclusive and high-performing culture.
Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.
Note to recruiters and employment agencies: We will not pay for unsolicited CVs from recruiters and employment agencies unless we have a signed agreement and have requested assistance, in writing, for a specific opening.
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