Customer Support Knowledge Manager

Cambridge, UK
22 Jun 2019
26 Jun 2019
Contract Type
Job T i t l e: Customer Support Knowledge Manager

C o n tr ac t : Permanent

Sa l a r y : £26000 - £36,500

Lo c a t i o n : Cambridge - The Triangle

What it's about

The Customer Support team is responsible for providing outstanding levels of service to all of Cambridge English's customers including exam candidates and the exam centres who help them. As Customer Support Knowledge Manager you'll be making sure that those customers have access to excellent quality online help content when they need it. You'll also make sure that our fantastic team of support agents have the information they need to support customers by keeping our internal knowledge base optimised with up to date, easy-to-find content. You'll be joining a dynamic and forward-thinking team where you'll have the opportunity to develop your skills and advance your career.

What you'll be doing

As Knowledge Manager, your main responsibilities will include:  
  • Creating and coordinating the creation of online content. Making sure that customer support agents and customers have access to the information they need. You'll be working with experts across the business to draft high quality, visually engaging help documentation.
  • Defining the format and style guidelines for our online support content. Ensuring that the support information we publish is consistently beautiful as well as helpful. You'll also need to make sure that our help content meets the needs of our international customer base; it needs to be easy to read, simple to follow and grammatically accurate (English is in our name!)
  • Serving the correct content at the correct time. Reviewing site usage and search data to ensure that support information is successfully meeting our customers' needs. You'll identify where content can be improved and find the gaps where new content could be created. You'll also manage the structure of our online knowledge bases to make navigating and searching for the correct answer as easy as possible.
  • Proactively seeking out areas for improvement and new ways of working. Exploring new ways to serve content to customers, such as through automation and contextual help. You'll need to be willing to challenge existing processes and implement new ways of working to keep us as efficient and successful as possible.

What we're looking for

  • Excellent written English.
  • Confident writing and editing online documentation using a content management system or similar technology.
  • Strong organisational and prioritisation skills.
  • Great relationship building skills.
  • An understanding of how to produce and present data to influence decision making and quantify the success of our content.
  • Highly desirable - intermediate knowledge of HTML/CSS/Javascript.
  • Desirable - working knowledge of SEO/Google Analytics.
  • Desirable (could be learned on the job) - knowledge of learning management systems such as Moodle.

  • Experience producing customer-facing content/documentation, ideally help/FAQ content, ideally in an online format.
  • Experience of working collaboratively with others, coordinating completion of tasks to schedule.

  • Customer focus. Passionate about delivering the best possible experience to our customers.
  • Adaptability and resilience. Calm and methodical; able to work efficiently under pressure whilst juggling multiple priorities.
  • Collaboration. Working well with team mates and colleagues in other countries and other departments across Cambridge Assessment.
  • Proactive. Working innovatively to keep improving our processes and content. Taking responsibility for the tasks assigned.

C a m b r id ge A ssess m ent E n g li sh i s a pa r t of C a m b r i dge As s es s m e n t , a dep a r t m ent o f t he U n i v e rs i t y of C a m b r i dge. W e a r e t he g l o b al l ea d er i n En g l i s h l an g ua g e ass es s m en t . W e h e l p peo p l e l ea r n En g l i sh a n d p r o v e t he i r s k i l l s t o t he w o r l d. W e p r o v i d e ex a m s i n En g l i sh f or spe a ke r s of o t her l an g ua g es t a k e n by o v er 5 mi l li o n c a n d i da t es w o r l d w i de e a c h y ea r , as w e l l as t he l e a d i ng r ange o f q u a l i f i c a t i o n s f or l ang u age t e a che r s.

B e ne f i t s

I n add i t i on t o a c o m pe t i t i v e sa l a r y , w e o f f er a c o m p r ehe n s i v e pa c ka g e of b en e fi t s t o h e l p w i t h y our l i f e bo t h i n s i d e and o u t s i d e of w o r k :

  • G ene r o u s con t r i bu t o r y p e ns i o n
  • 28 da y s an n ual l ea v e, p l u s ba n k h o l i da y s
  • An n u a l pe r f o r m a n ce r e l a t ed bo n us a n d i nc r ea s es ( d i sc r e t i o n a r y )
  • En h an c ed m a t e r n i t y / pa t e r n i t y pay
  • E m p l o y ee d i sc o unt and c ash b ac k s c he m e at 2 , 500 r e t a il e r s
  • C y c l e s c h e m e
  • Se a son T i c ket Lo a n
  • Su b s i d i s ed s t a f f r es t a u r a n t s
  • Su p po r t f or p r o f e ss i on a l q ua l i f i c a t i o ns
  • D i sc o un t ed a c ce s s t o t he U n i v e r s i t y of C a m b r i dge S po r t C en t r e, a l o n g w i t h v a r i ous o t h er l o c al g y m s.

To apply, please upload your CV and a covering letter detailing why you want to work with us (including links to some of the online content you've created previously if possible).

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 07/07/2019 and interviews will be held on 17/07/2019 .

If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


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