Knowledge Analyst

Location: Liverpool, England, United Kingdom; flexible hybrid working model

Company

Digital retailer Very, serving millions of customers through hirify.global.

What you will do

• Support the Knowledge Manager in delivering the Customer Care knowledge strategy.
• Create, maintain, publish, and periodically review knowledge content aligned with strategic plans and brand standards.
• Measure and analyse the effectiveness of the knowledge management tool and identify ways to increase adoption.
• Promote knowledge management across the business and support continuous improvement.
• Conduct external research and benchmarking, sharing ideas to improve the knowledge product.

Requirements

• Previous copywriting or knowledge-environment experience.
• Strong attention to detail and a proactive approach to identifying improvements.
• Ability to communicate information clearly and engagingly.
• Ability to analyse data and develop effective knowledge content.
• Contact-centre experience is valuable, as the role supports knowledge across global contact centres.
• Collaborative approach, passion for quality, and a willingness to connect and work as part of a team.

Nice to have

• Experience working in a contact-centre environment.

Culture & Benefits

• Flexible hybrid working model.
• Inclusive working environment with colleague networks and reasonable-adjustment support.
• 23 days of holiday plus bank holidays.
• LinkedIn Learning access and opportunities for professional development.
• Performance- and business-related bonus potential.
• Up to 25% discount on Very.co.uk and matched pension contributions up to 6%.

Hiring process

• Initial short call with the talent acquisition team.
• One-stage process consisting of a one-hour formal face-to-face interview with competency and technical questions; interviews may be held remotely where appropriate.