Applications may close before the deadline, so please apply early to be considered.

Role Profile

Job Purpose

The Knowledge Manager is responsible for ensuring that Customer Hub colleagues have access to accurate, current and accessible knowledge that enables them to deliver exceptional customer service and comply with relevant industry or organisational policies, procedures and regulatory requirements.

The role will lead the development, governance and continuous improvement of the Customer Hub knowledge ecosystem, ensuring that knowledge is captured, maintained, shared and embedded effectively across the Directorate. Working closely with operational leaders, subject matter experts, and improvement teams, the Knowledge Manager will transform organisational and industry knowledge into practical guidance, tools and learning assets that improve colleague confidence, consistency and customer outcomes.

Role Requires You To

Knowledge Strategy & Governance

• Develop and deliver the Customer Hub Knowledge Management strategy aligned to Riverside’s customer experience and operational objectives.
• Establish governance frameworks, standards and quality controls for all knowledge content.
• Act as the custodian of the Customer Hub Knowledge Base, ensuring it remains the single source of truth for customer-facing colleagues.
• Define knowledge ownership, review cycles and content management processes.
• Ensure compliance with GDPR, data protection, regulatory and corporate governance requirements.

Knowledge Base & Content Management

• Manage and continuously improve the Customer Hub Knowledge Base, Salesforce knowledge articles, scripts and supporting repositories.
• Work with subject matter experts to create, review approve and publish high-quality content.
• Ensure all content is customer-focused, written in clear language and supports operational consistency.
• Introduce content standards, taxonomy, tagging and search optimization to improve usability.
• Conduct regular audits to identify outdated, duplicate or missing knowledge.

Operational Performance Improvement

• Analyse customer contacts, quality findings, complaints, repeat demand and colleague feedback to identify knowledge gaps.
• Translate operational insights into knowledge improvements that reduce failure demand and improve customer outcomes.
• Review contacts that were not resolved at first point of contact and update knowledge assets to improve future resolution.
• Support service improvement initiatives through effective knowledge documentation.

Colleague Capability & Adoption

• Promote a culture of knowledge sharing and continuous learning across the Customer Hub.
• Develop resources that maximise knowledge adoption.
• Support leaders and teams to embed knowledge management principles into everyday operations.
• Work alongside Organisational Development, Quality Assurance and Continuous Improvement teams to ensure alignment between knowledge, learning and quality standards.
• Support competency and confidence improvement through integration of AI and other knowledge enablement solutions.

Stakeholder Management

• Build strong relationships with operational leaders, subject matter experts, technology teams and support functions.
• Facilitate knowledge sharing forums and communities of best practice.
• Act as the primary point of contact for Customer Hub knowledge management enquiries.
• Influence stakeholders to prioritise and maintain high-quality knowledge content.

Person specification

Essential

• Proven experience in knowledge management, content management or operational improvement role.
• Experience managing knowledge bases, intranets, CRM knowledge repositories or digital content platforms.
• Experience supporting customer service operations and translating operational requirements into practical knowledge solutions.
• Experience designing and implementing knowledge governance frameworks and content standards.
• Ability to analyse operational data and identify improvement opportunities.
• Experience working collaboratively with multiple stakeholders across business functions.
• Strong written communication skills with the ability to translate complex processes into simple, user-friendly guidance.
• Experience developing training materials, user guides and knowledge resources.
• Understanding of data protection, information governance and regulatory requirements.
• Highly organised with excellent attention to detail and quality standards.
• Advanced Microsoft Office skills, including SharePoint and knowledge management tools.

Desirable

• Experience within housing, social housing, contact centres or regulated customer service environments.
• Knowledge of Salesforce Knowledge, CRM platforms or AI-enabled knowledge solutions.
• Experience supporting competency management or learning technologies.
• Experience with knowledge analytics, taxonomy design and enterprise search optimisation.
• Formal qualification in Knowledge Management, Information Management, Learning & Development, Digital Content Management or similar discipline.
• Experience of supporting quality assurance, complaints management or continuous improvement functions.

Behaviours & Mindset

• Customer-focused mindset.
• Excellent stakeholder engagement and influencing skills.
• Strong analytical and problem-solving capability.
• Ability to drive change and embed new ways of working.
• Continuous improvement mentality.
• Effective planning and prioritisation skills.
• Ability to work independently while building collaborative relationships.
• Strong communication and facilitation skills.
• Commitment to Riverside values and customer-first principles

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment