Knowledge Management Lead

Bionic Services Limited; London; Hybrid; GBP 40,000 - 80,000

Job description

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world-class human service, giving them an experience so good that they trust Bionic to sort all their business needs for them.

The role

As the Knowledge Management Lead, you’ll be responsible for overseeing the development, implementation, and management of the Knowledge Management System (KMS) within Bionic. This role is to ensure that all knowledge resources are organized, accessible, and up to date to support the continuous learning and development of the Bionic sales and operations function. Alongside this, you’ll enable accurate and engaging content that can be shared across our digital channels and virtual agent (Chatbot) teams, whilst ensuring effective change control and governance.

Role Responsibilities

Reporting to the Business Support Senior Manager, you will be responsible for:

1. Managing the implementation of the KMS, including configuration, content deployment, user administration, and the roadmap.
2. Performing knowledge base & virtual agent data analysis and insight generation to identify trends and areas for improvements.
3. Creating and maintaining high-quality knowledge articles (agent & customer facing) that prioritize accuracy, clarity, and accessibility, as well as alignment with brand standards.
4. Making recommendations that drive content updates, enrich the user experience, and support strategic goals of increasing digital engagement, leading to sales & operational efficiencies.
5. Creating, updating, and controlling online course content, ensuring all training materials are aligned to current industry procedures and regulations.
6. Collaborating with heads of and training teams to understand training needs and co-creating appropriate material.
7. Actively seeking ways to optimize content and system functionalities based on user feedback and data analysis. Showing adaptability and fast learning skills, quickly mastering new technologies and adapting to evolving content requirements.
8. Actively advocating knowledge sharing across functions.

Essential Skills & Experience

1. Experience in a knowledge management role within a contact centre/sales environment.
2. Strong understanding of KMS platforms and e-learning technologies (i.e. Salesforce).
3. Strong understanding of SharePoint.
4. Solid analytical skills for tracking knowledge base performance.
5. Exceptional written communication skills, with the ability to write clear, concise, and engaging content aligned with Bionic tone of voice.
6. Experience in content and training material creation.
7. Experience in LMS administration.
8. Proven experience with chatbot development and AI/NLP platforms and content writing.
9. Collaborative approach with the ability to work cross-functionally with Product, Tech, Sales, and Customer Service teams to achieve shared goals.

Desirable Skills & Experience

1. Certification in knowledge management or related fields.
2. Learning and Development experience.

The interview process

1. Initial conversation with the Talent Acquisition Lead.
2. First stage, Teams interview with the Hiring Manager.
3. Second stage, in-person Technical & Behavioural skills & experience-based interview with the Hiring Manager and a wider team member.

About Bionic Group

Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity, and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing

1. Private healthcare cover.
2. Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies.
3. Eyecare scheme.

Taking time away from work

1. 25 days annual leave plus the 8 UK bank holidays, increasing with tenure.
2. 1 paid family/religious day of leave per year - following successful probation period.
3. 1 paid charity volunteering day per year.
4. Option to buy/sell up to an additional 3 days leave per year.

Family matters: for the special moments

1. Enhanced maternity, paternity, or shared parental leave.
2. 2 days off for your wedding upon joining, and up to 5 days after 2 years' service.
3. Flexible working options & a hybrid work approach.

Financial wellbeing

1. Auto-enrolled salary sacrifice pension scheme.
2. Life assurance.
3. Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure.
4. Cycle to work scheme.

Recognition

1. Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success.
2. Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition.
3. Long service awards.