Full job description

Job Title: Knowledge Manager

Contract Type: 6 months Fixed-Term

Salary: £43481.52 per annum (£47884.21 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday to Friday

Location: Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Knowledge Manager

The Knowledge Manager is responsible for ensuring that Customer Hub colleagues have access to accurate, current and accessible knowledge that enables them to deliver exceptional customer service and comply with relevant industry or organisational policies, procedures and regulatory requirements.

The role will lead the development, governance and continuous improvement of the Customer Hub knowledge ecosystem, ensuring that knowledge is captured, maintained, shared and embedded effectively across the Directorate. Working closely with operational leaders, subject matter experts, and improvement teams, the Knowledge Manager will transform organisational and industry knowledge into practical guidance, tools and learning assets that improve colleague confidence, consistency and customer outcomes.

About you

We are looking for someone with:

• Experience managing knowledge bases, intranets, CRM knowledge repositories or digital content platforms.
• Proven experience in knowledge management, content management or operational improvement role.
• Experience supporting customer service operations and translating operational requirements into practical knowledge solutions.
• Experience designing and implementing knowledge governance frameworks and content standards.
• Ability to analyse operational data and identify improvement opportunities.
• Experience working collaboratively with multiple stakeholders across business functions.
• Strong written communication skills with the ability to translate complex processes into simple, user-friendly guidance.
• Experience developing training materials, user guides and knowledge resources.
• Understanding of data protection, information governance and regulatory requirements.
• Highly organised with excellent attention to detail and quality standards.
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