Are you an expert in transforming information into a strategic asset? Do you have a passion for creating systems that empower teams and drive organisational efficiency?

A leading organisation is seeking a highly skilled and proactive Knowledge Management Specialist to join their Service Operations team. This role is crucial in ensuring customer-facing teams have the right information at the right time to deliver exceptional service.

In this dynamic role, you will be the guardian of the company's knowledge base, responsible for its content, structure, and continuous improvement. You'll work cross-functionally to identify knowledge gaps and implement solutions that directly impact efficiency, team performance, and customer satisfaction.

Key Responsibilities:

• Content Management: Create, edit, and maintain high-quality knowledge articles, FAQs, and quick-reference guides, ensuring all content is accurate, consistent, and up-to-date with policy and process changes.

• System Administration: Administer and configure the Knowledge Management System (KMS), managing the content lifecycle, user permissions, and taxonomy to optimise usability and searchability.

• Collaboration & Engagement: Partner with SME's, team leads, and trainers to capture, validate, and refine critical information. Act as a knowledge advocate, promoting a culture of knowledge-sharing across the organisation.

• Performance & Improvement: Analyse knowledge usage metrics and user feedback to identify opportunities for improvement. Lead initiatives to enhance content effectiveness, reduce average handle time, and increase first call resolution.

Skills & Experience:

• Proven Experience: Proven experience in a Knowledge Management, Technical Writing, or Content Development role, ideally within a contact centre or operational support environment.

• Technical Proficiency: Demonstrated experience administering or maintaining a KMS (e.g., LivePro, Salesforce Knowledge, SharePoint, Zendesk Guide, or similar).

• Content Design: Strong understanding of content design principles and the ability to translate complex information into simple, user-friendly guidance.

• Analytical Mindset: An analytical thinker with the ability to interpret data and use insights to drive content and system improvements.

• Relevant Qualifications: Tertiary qualification in a relevant field (e.g., Knowledge Management, Information Management) or equivalent experience. Training or certification in Knowledge-Centred Service (KCS) is highly regarded.

Personal Attributes:

• Communication: Exceptional verbal and written communication skills with a keen eye for detail and accuracy.

• Collaboration: A collaborative and proactive team player who can build strong relationships with diverse stakeholders.

• Customer Focus: A strong customer focus, committed to enhancing both the consultant and end-customer experience.

• Adaptability: Adaptable and self-motivated, with the ability to manage multiple priorities in a fast-paced environment.

If you are a passionate Knowledge Management professional looking to make a significant impact on service delivery and team performance, we encourage you to apply!

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.