Colleague Knowledge and Governance Manager

• Own iD Mobile’s agent knowledge end to end, from writing and publishing content through to ongoing improvement
• Build and maintain a single source of truth for agent knowledge, with clear ownership, version control, and audit trails
• Set the standards for knowledge, including templates, tone of voice, and governance
• Write clear, accurate, easy-to-use content that supports advisors across all channels and journeys
• Work with Customer Service, Operations, Product, Proposition, Digital, Fraud and Compliance teams to capture and validate information
• Lead the migration of legacy content into structured, AI-ready knowledge
• Design and maintain knowledge structure, tagging, and decision trees to improve findability and speed to answer
• Own knowledge updates for change initiatives, including major change and regulatory updates, through to implementation
• Use data and feedback to improve content quality and reduce repeat contact and complaints
• Align knowledge with training and onboarding to improve time to competence
• Track and report knowledge KPIs, including adoption, accuracy, and findability
• Ensure knowledge supports AI-enabled interactions, including agent assist, chatbots and self-serve

• Experience in knowledge management or support content writing in a contact centre environment
• Excellent writing and editing skills, with a focus on clarity and accuracy
• Experience using knowledge base or case management tools
• Strong stakeholder skills, able to gather input, challenge where needed, and agree clear outcomes
• Comfortable using data to prioritise and improve content (contact drivers, search terms, usage and quality outcomes)
• Strong attention to detail and a practical, organised approach to managing a backlog and deadlines
• Interest in digital servicing and AI, with an understanding of what good knowledge looks like for automation and agent assist
• Telco experience is a plus, but not essential

Telco experience

• 25 days of annual leave (plus bank holiday entitlement)
• Private medical insurance
• Life Assurance
• Competitive pension scheme
• Access to discretionary bonus
• Hybrid working
• our primary Currys Campus is at Waterloo (WeWork)