Knowledge Management Team Leader

Our Customer Services division plays an important role at the core of our business, delivering high-quality, customer support to Regulated and Corporate customers via multiple customer channels.

Established as a key support function, our Knowledge Management Teams ensure our service led employees and customers are enabled with accurate, accessible and actionable information so that great outcomes can be delivered right first time.

Key Responsibilities:

• Lead, coach and develop a competent team of Knowledge Content Authors and Technical Writers, providing clear direction, strong engagement and an open feedback environment to drive efficient support of business needs.
• Drive the quality creation, governance and continuous review of knowledge, ensuring information is compliant, well-structured, easily accessible and effectively maintained.
• Foster a culture of strong collaboration, building cross-functional relationships and promoting knowledge-sharing across teams to enhance overall organisational effectiveness.
• Own and evolve the Knowledge Management framework, ensuring robust governance, version control, content standards and audit readiness.
• Build, lead and implement a new approach to insight and analytics, working with data teams to harness failure demand and other data indicators that identify knowledge gaps, drivers and opportunities for optimisation across both Regulated and Corporate Customer journeys.
• Leverage data and insight to continuously improve knowledge effectiveness, reduce failure demand and enhance customer and colleague outcomes.

Skills and Experience:

Required:

• Demonstrable experience in a people management/leadership position
• Excellent communication skills both written and verbally
• Strong analytical capability, interpreting data into information and action.
• Excellent stakeholder management skills at various organisational levels
• Proficient in Microsoft Applications (PowerPoint, Excell, Word)
• High attention to detail and commitment to quality and accuracy.
• Able to deliver clear, insightful presentations.

Desirable:

• Knowledge of UK regulation within a finance, automotive or other regulated type business
• Able to simplify complex information into digestible content for different audiences
• Experience of Knowledge management principles, systems, types of frameworks & content cycle best practices

What we offer

Rewards & Financial Benefits

Competitive pension scheme, Annual salary review and bonus scheme,

Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000)

Retail discounts programme, GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance

Time Off & Work–Life Balance

25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days , Time allocated for personal development, Study support (where applicable).

Workplace & On‑Site Facilities

Free parking (limited) , EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse,  inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience or current hours don’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!