Colleague Knowledge and Governance Manager

Vacancy ID: 48804 Role overview: Colleague Knowledge and Governance Manager London Currys London Campus at Waterloo Permanent Full Time Grade 4 We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and now have over 2.5 million Pay Monthly subscribers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future. iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family. As our Colleague Knowledge & Governance Manager, you’ll own and improve iD Mobile’s agent-facing knowledge end to end. You’ll write clear, accurate knowledge for our customer service advisors and keep it up to date as products, processes, and policies change. You’ll create a single source of truth that makes it easy for agents to find the right answer quickly, so customers get a consistent experience every time. You’ll set the standards for how we create and govern knowledge, including templates, tone of voice, approval routes, and review cycles. Working with teams across the business, you’ll turn complex information into simple, usable guidance for frontline teams. You’ll also use feedback and data to spot gaps, improve articles, and reduce avoidable contact. As we grow our digital and AI-enabled servicing, you’ll make sure our knowledge is structured and reliable enough to support both agents and future automation. Role overview: As part of this role, you’ll be responsible for: 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 You will need: 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 We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including: Holiday benefits - 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) Why join us: Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life. Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet. Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.