For the past 30 years, Brookson has supported the self-employed, contracting and freelance market with high quality accountancy and finance support.
We have offices in Warrington (our HQ), Bournemouth, and Coventry. Recently, we were acquired by People2.0, a global company specialising in workforce management solutions and global employment services, which means exciting opportunities for career development await you.
We are now recruiting for a Knowledge Management & Coaching Specialist to join the Customer Experience Team in Warrington.
What will you be doing as a Knowledge Management & Coaching Specialist?
As Knowledge Management & Coaching Specialist for UK&I, you will be responsible for managing and disseminating knowledge within the operational UK&I customer facing teams, engaging with stakeholders to co-ordinate and gather information, managing the governance of this as well as producing inspiring and engaging collateral to increase knowledge across operations and boost engagement.
You will also support business managers with coaching, providing guidelines and training for managers as well as carrying out coaching and calibration sessions, ensuring that coaching is carried out across all teams.
Knowledge Management:
- Act as a primary point of contact within the organisation for all inquiries regarding training and knowledge.
- Develop and implement knowledge management strategies and frameworks.
- Organize and maintain knowledge repositories, ensuring information is up-to-date and easily accessible.
- Manage and maintain the governance framework and rolling revision of knowledge documentation and training.
Stakeholder Engagement:
- Engage with internal stakeholders to understand their knowledge needs and preferences.
- Promote knowledge sharing and collaboration across teams and departments.
- Organise in person and remote training sessions to deliver knowledge and increase adoption of soft skills in line with our Customer Commitment Framework.
Content Development:
- Create, edit, and manage content for knowledge management systems, including manuals, guides, FAQs, and other resources.
- Create, edit, and manage content for training sessions.
- Ensure all content is kept up to date in line with the governance framework.
Technology Utilisation:
- Leverage knowledge management tools and technologies to enhance information sharing and collaboration.
- Provide training and support to staff on the use of knowledge management systems and tools.
- Utilise best practise technology to provide a multi-model learning environment and boost engagement and effectiveness of training.
Data Analysis and Reporting:
- Analyse knowledge usage patterns and metrics to identify areas for improvement.
- Prepare and present reports on knowledge management activities and outcomes, including FAQs, gaps and priorities.
Continuous Improvement:
- Stay abreast of industry trends and best practices in knowledge management and engagement.
- Recommend and implement improvements to knowledge management processes and systems.
Training:
- Build and deliver facilitated soft skills training sessions to enhance the operational delivery of a great customer experience, continually enhancing understanding of the Customer Commitment framework.
Coaching:
- Develop, maintain, audit and calibrate a robust coaching framework in alignment with the Customer Commitment Framework to ensure that quality and best practise are adhered to
- Provide support and coach advisors on technical and soft skills, both for phone and email communication
In collaboration with the Knowledge Management & Capability Specialist, carry out huddles and group coaching sessions to enhance soft skill areas identified to improve customer experience
What are we looking for in a Knowledge Management & Coaching Specialist?
Essential Experience
- Video & QRG content creation
- Knowledge Management
- Training design and delivery
- Communication skills
- Internal Communication
- Facilitation skills
- Stakeholder management & collaboration
Desirable Experience
- Skills gap analysis
- Continuous improvement and innovation
- Updated knowledge of service & legislation changes
In Return for joining us as Knowledge Management & Coaching Specialist?
- Hybrid working
- 5% company pension contribution after 3 months
- 23 days' annual leave, plus bank holidays and your Birthday off each year
- 2 Press Pause days per year (An opportunity to step back, breathe, and focus on your wellness)
- Free Financial Advice including Mortgages, Savings, Pensions, and more.
- Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health First Aid team.
Next Steps
If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.
Regardless of the outcome of your application, all candidates will be contacted. If your application is successful, Vicky Lloyd from the Talent Team will reach out to you within three working days to guide you through the next steps.