Knowledge Management Specialist

Location and Working Hours

Stoke + Hybrid

Full time 37.5 hours per week – Mon to Fri

The Knowledge Management Specialist is a subject matter expert for the organisation’s Knowledge Management (KM) platforms, supporting the Knowledge Management Product Owner in ensuring that all platform changes and deliveries are fit for purpose, technically sound, and aligned to business requirements.

• Act as a Knowledge Management SME, for YEXT & SCIO Contact Centre KM tools providing expert input into platform capabilities, integrations, and usage across channels.
• Support the Product Owner by validating that proposed solutions and deliveries are fit for purpose and meet business and operational needs.
• Provide input into solution design, configuration, and impact assessments.

• Take delegated duties from the Product Owner to support the delivery of business requirements.
• Work with internal teams and external partners to ensure requirements are implemented correctly and consistently.
• Validate solutions against agreed requirements, use cases, and operational expectations.

• Work with teams inside Channel Operations (ChOps) and external technology teams to ensure effective integration between Knowledge Management platforms and CRM / Contact Centre tooling.
• Support testing, validation, and issue resolution for KM‑related integrations.
• Identify and raise risks, dependencies, and improvement opportunities.
• Support investigation and resolution of KM platform issues, working with technical teams and vendors to identify root causes and ensure sustainable fixes.

• Interface directly with vendors, supporting requirement clarification, solution validation, and delivery assurance.
• Act as a knowledgeable point of contact for Channel Operations and other stakeholders regarding KM platform functionality and behaviour.
• Support vendor performance by ensuring solutions meet agreed standards and expectations.

• Ensure KM platform changes align with agreed standards, architectural principles, and operational needs.
• Support functional and technical sign‑off activities as delegated by the Product Owner.
• Contribute to continuous improvement of KM platform usage and effectiveness.

• Strong experience working with Knowledge Management platforms in a Contact Centre or enterprise environment.
• Solid understanding of CRM, Contact Centre, and knowledge integrations.
• Experience supporting business requirements delivery in a systems or product environment.
• Ability to work effectively with vendors and cross‑functional teams.
• Strong analytical skills and attention to detail.
• Confident communicator with the ability to explain technical concepts to non‑technical stakeholders.

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet regulatory standards.

We support reasonable adjustments to cater to diverse needs during the interview process. For accessibility requests, contact the recruiter directly or email

We use AI in our business to boost innovation and efficiency. We value authentic experiences and encourage candidates to showcase genuine achievements.