Knowledge Base Administrator

Permanent

From 30000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working

Southampton Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores our people and our whole business with everything it takes to help our millions of customers create a home theyll love. Join us as a Knowledge Base Administrator and youll be a big part of this.

Role Purpose:The Knowledge Base Administrator is responsible for creating curating and maintaining clear accurate and engaging content for the B&Q Marketplace Merchant Hubour central information hub for sellers. With a strong copywriting background this role focuses on turning complex processes into simple actionable guidance for sellers at all stages of their journey. Youll ensure content is up-to-date aligned with policy and platform changes and consistent in tone and structure. The role is critical to improving seller self-service reducing support queries and driving an excellent merchant experience.

• Own the day-to-day management of the Merchant Hub knowledge base

• Create edit and maintain content including how-to guides FAQs policy pages onboarding materials and update announcements

• Translate technical processes operational updates and policies into seller-friendly plain-English guidance

• Work closely with teams across Marketplace (support operations policy product and marketing) to gather input and updates

• Monitor content effectiveness using engagement metrics and feedback; identify gaps or outdated information

• Ensure all content follows brand tone voice and formatting guidelines

• Manage content publishing workflows and version control

• Support the launch of new features or processes with timely and accurate knowledge base updates

• Excellent writing editing and proofreading skills. Ideally with a background in copywriting technical writing or content marketing

• Strong ability to explain complex topics in simple engaging ways

• Experience managing or contributing to a knowledge base help centre CMS or content platform

• High attention to detail and strong organisational skills

• Comfortable working cross-functionally to gather and validate information

• Ability to manage multiple content pieces and deadlines simultaneously

• Experience with content platforms such as Zendesk Guide Confluence or similar is a plus

• Familiarity with e-commerce marketplaces or seller tools is advantageous but not essential

As part of a great team youll be valued for who you are.Were committed to making B&Q more diverse and representative of the communities we serve where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary our benefits package includes an award-winning pension scheme bonus ShareSave options 6.6 weeks holiday payroll giving an Employee Assistance Programme shopping discounts colleague wellbeing benefits and lots more!

So we can support you during the application or interview process please contact for any recruitment adjustments.