Knowledge Specialist

Contract: 0.8 FTE 9-Month FTC/Secondment (Maternity Cover)
Location: Nottingham (Support Office)
Closing date: 22/04/26
Recruitment Partner: Daniel White

Do you care deeply about clear accurate information and how its used to support customers and colleagues As a Knowledge Specialist at Boots youll own the quality governance and effectiveness of our Contact Centre knowledge helping drive better customer outcomes and confident service delivery.

At Boots we work every day to build a brilliant environment for our people empowering them to make a positive impact on our customers and colleagues. As a Knowledge Specialist you will play a crucial role in delivering care confidence and connection within our communities across the UK and Ireland.

Were on an exciting journey with Project Ascend and were looking for a Knowledge Specialist to help shape the future of knowledge management at Boots.

This is a highly collaborative role working across Central Operations Customer Support Change Technology and Digital teams as part of a high impact transformation programme.

What youll be doing

• Own and maintain the central customer knowledge base ensuring content is accurate up to date and written to a consistent standard.
• Create review and refine customer facing knowledge so it meets Boots tone of voice language and quality standards.
• Collaborate closely with operational teams subject matter experts and change partners to validate content and reflect the latest processes and policies.
• Use insight and feedback from agents customers and performance data to continuously improve knowledge quality and usability.
• Support the evolution of knowledge for use across multiple channels including advisor led journeys and digital or AI enabled experiences.
• Help define and embed good knowledge governance standards and ways of working as part of Project Ascend.

What youll need to have (our must-haves)

• Strong analytical skills with a keen eye for detail.
• Excellent communication and interpersonal skills.
• Experience in knowledge management or a related field.
• Ability to work collaboratively in a fast-paced environment.
• A proactive approach to problem-solving and innovation.

It would be great if you also have

• Experience working with chatbots selfservice or digital customer journeys.
• Understanding of how knowledge supports AI NLP models and automation (conceptual rather than technical)
• Experience improving operational outcomes through better use of knowledge.
• Exposure to content governance audit or risk management practices
• Confidence challenging existing content and ways of working constructively.

Where your brilliance can take you
At Boots we believe in your potential. Youll have opportunities for career development and progression allowing you to shape your future with us.

Rewards designed for you

• Boots Retirement Savings Plan
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday discounted gym membership life assurance and much more.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.

A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.

Keywords
Knowledge Specialist