Knowledge Management Specialist, Customer Care

Department: Customer Care

Location: London

Responsible To: Lead Training Specialist

About us:

The Financial Times (FT) is one of the world’s leading business news and information organisations. We are recognised globally for our authority, integrity and accuracy. We provide a broad range of essential services, including news, comment, data and analysis to the growing audience of internationally minded business people. Our strength is in our employees, who hail from all different backgrounds and walks of life.

Our commitment to diversity and inclusion in the workplace:

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

Brief summary of role:

The FT prides itself on delivering outstanding, proactive, engaging customer service to its global readership. In order to do so, our Customer Care (CC) frontline teams must have access to knowledge content (FAQs and processes) that is the right balance of informative and instructional. 

By joining the Customer Care Training team you can expect an inspiring transformation, with a clear strategy to drive positive change for our customers and employees alike. In order to support this transformation, we are looking for a highly motivated team player to join us in a new and exciting role. You’ll be working to help impact the learning experience of our frontline teams; during and post training, knowledge content is their first port of call for any customer-related questions.

Your responsibility will be to own the structure and content of our knowledge base, as well as prioritising and implementing any knowledge content change requests. An essential part of this role will be to maximize employee adoption of knowledge content in order to improve the impact we have on our customers and the business. Our frontline teams need information at their fingertips to support customers during real-time interactions; making the structure and content of the knowledge base they use imperative.

You will report to the Lead Training Specialist based at the FT’s London offices.  

Responsibilities:

  • Define and deliver the structure for the Customer Care knowledge base, in collaboration with all stakeholders, to ensure ease of use and discoverability for the end user 

  • Develop and create content that is engaging, informative and easily understood; selecting the most appropriate tools and content type (e.g. infographics, video, text) for the point at which the content is consumed.

  • Champion knowledge base content, promoting adoption, and encouraging continuous feedback

  • Evaluate data and user feedback to continually improve employee experience and adoption

  • Support the continuous improvement of the tools and features of our knowledge base; working with key stakeholders to develop, agree and deliver a roadmap of change

  • Manage and maintain the new/change request process for content and resources, working with key CC stakeholders to understand the requirement and deliver effective solutions

  • Proactively check for anomalies and gaps to ensure that content presented is accurate

  • Maintain an understanding of our products, processes and services in order to produce appropriate content

  • Ensure policy content/documentation is regularly reviewed to maintain appropriate adherence to any legal/compliance requirements

  • Administration of the knowledge base for end users.

Essential Skills & Behaviours:  

  • Writing skills: You need excellent writing and editing skills, with the ability to appropriately inform your audience

  • The creative ability to devise engaging, impactful and appropriate content

  • Ability to take complex information and communicate it in a simple way that holds meaning for the end user

  • Excellent collaboration skills; proactively communicating and engaging with stakeholders 

  • Proactive and pragmatic attitude to challenge the status quo and drive positive change 

  • Strong analytical skills and a data-driven approach to understand the impact of knowledge content

  • Excellent interpersonal, communication and influencing skills at all levels of seniority

  • Motivated by constant learning and desire to make a meaningful contribution

  • Team player with a positive attitude; willing to pitch in where needed and demonstrate a willingness to assist with tasks outside immediate key role requirements for the benefit of overall organisational success

  • Ability to multi-task and respond to changing priorities, maintaining excellent communication channels to keep stakeholders informed of any changes to priorities. We want everyone to have the right worklife balance and encourage proactive prioritisation and communication

Essential experience:

  • Previous experience in a similar role e.g. knowledge management, copywriting, content curator

  • Collaboration across geographic regions, functions and teams, and working with stakeholders

  • Experience of delivering improved end user experiences and therefore performance through the implementation of knowledge management or content changes 

Desirable experience and skills:

  • Proficient in using Google Suite

  • Experience of using Salesforce 

  • Previous experience of working in a Customer Service or Contact Centre environment

  • Experience working in a learning or training environment

  • Experience of writing content intended for external users e.g. customers

What’s in it for me? FT Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working, medical cover, enhanced maternity & paternity packages and subsidised gym memberships. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. We aim to treat all employees in a fair and consistent manner, promote good working relationships to encourage high standards of conduct and performance within a work environment free from harassment, bullying and discrimination. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help. 

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