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 organised, 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 Senior Business Operations Manager, you will be responsible for:
Managing the implementation of the KMS, including configuration, content deployment, user administration and the roadmap
Performing knowledge base & virtual agent data analysis and insight generation to identify trends and areas for improvements
Creating and maintaining high-quality knowledge articles (agent & customer facing) that prioritize accuracy, clarity and accessibility as well as alignment with brand standards
Making recommendations that drive content updates, enrich the user experience and support strategic goals of increasing digital engagement, leading to sale & operational efficiencies
Creating, updating and controlling online course content, ensuring all training materials are aligned to current industry procedures and regulation
Collaborating with heads of and training teams to understanded training needs and co-creating appropriate material
Actively seeking ways to optimise 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
Actively advocating knowledge sharing across functions
Essential Skills & Experience
Experience in a knowledge management role within a contact centre/sales environment
Strong understanding of KMS platforms and e-learning technologies (i.e. Salesforce)
Strong understanding of SharePoint
Solid analytical skills for tracking knowledge base performance
Exceptional written communication skills, with the ability to write clear, concise and engaging content aligned with Bionic tone of voice
Experience in content and training material creation
Experience in LMS administration
Proven experience with chatbot development and AI/NLP platforms and content writing
Collaborative approach with the ability to work cross-functionally with Product, Tech, Sales and Customer Service teams to achieve shared goal
Desirable Skills & Experience
Certification in knowledge management or related fields
Learning and Development experience
The interview process
Initial conversation with the Talent Acquisition Lead
First stage, Teams interview with the Hiring Manager
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 means 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 🌱
Private healthcare cover
Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
Eyecare scheme
Taking time away from work 🏖️
25 days annual leave plus the 8 UK bank holidays, increasing with tenure
1 paid family/religious day of leave per year - following successful probation period
1 paid charity volunteering day per year
Option to buy/sell up to an additional 3 days leave per year
Family matters: for the special moments 🏠
Enhanced maternity, paternity or shared parental leave
2 days off for your wedding upon joining, and up to 5 days after 2 years’ service
Flexible working options & a hybrid work approach
Financial wellbeing 💸
Auto-enrolled salary sacrifice pension scheme
Life assurance
Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
Cycle to work scheme
Recognition 🌟
Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
Long service awards
