Knowledge Management Specialist

Location: Stoke + *Hybrid Working hours: Full time 37.5 hours per week – Mon to Fri *Hybrid We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team. Who We Are We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today. We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work. Why VodafoneThree Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country. You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone. We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started. The Knowledge Management Specialist is a subject matter expert for the organisation’s Knowledge Management (KM) platforms, supporting the Knowledge Management Product Owner in ensuring that all platform changes and deliveries are fit for purpose, technically sound, and aligned to business requirements. The role focuses on platform capability, integrations, and operational enablement, working closely with Vendors, Channel Operations (ChOps), and internal/external delivery teams. What You'll Do: Knowledge Management Subject Matter Expertise Act as a Knowledge Management SME, for YEXT & SCIO Contact Centre KM tools providing expert input into platform capabilities, integrations, and usage across channels. Support the Product Owner by validating that proposed solutions and deliveries are fit for purpose and meet business and operational needs. Provide input into solution design, configuration, and impact assessments. Delivery & Requirements Support Take delegated duties from the Product Owner to support the delivery of business requirements. Work with internal teams and external partners to ensure requirements are implemented correctly and consistently. Validate solutions against agreed requirements, use cases, and operational expectations. Integration & Systems Collaboration Work with teams inside Channel Operations (ChOps) and external technology teams to ensure effective integration between Knowledge Management platforms and CRM / Contact Centre tooling. Support testing, validation, and issue resolution for KM‑related integrations. Identify and raise risks, dependencies, and improvement opportunities. Support investigation and resolution of KM platform issues, working with technical teams and vendors to identify root causes and ensure sustainable fixes Vendor & Stakeholder Interface Interface directly with vendors, supporting requirement clarification, solution validation, and delivery assurance. Act as a knowledgeable point of contact for Channel Operations and other stakeholders regarding KM platform functionality and behaviour. Support vendor performance by ensuring solutions meet agreed standards and expectations. Governance & Quality Assurance Ensure KM platform changes align with agreed standards, architectural principles, and operational needs. Support functional and technical sign‑off activities as delegated by the Product Owner. Contribute to continuous improvement of KM platform usage and effectiveness. Strong experience working with Knowledge Management platforms in a Contact Centre or enterprise environment Solid understanding of CRM, Contact Centre, and knowledge integrations Experience supporting business requirements delivery in a systems or product environment Ability to work effectively with vendors and cross‑functional teams Strong analytical skills and attention to detail Confident communicator with the ability to explain technical concepts to non‑technical stakeholders Need to know We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you. Need to know We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you. #VodafoneThree