Knowledge and Content Specialist

LEGO

Job Location:

Slough - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description

Are you passionate about turning complex operational knowledge into clear usable guidance that helpscustomer service advisorssupport consumers with confidence

The Knowledge Management team plays a critical role inshaping the present and future of customerserviceby being trusted stewards of knowledge ensuring every interaction is consistentaccurateand empowering across all journeys.In addition togoverningthe internal knowledge base used by advisors we alsoownandmaintaincustomer service support content on chatbot Sophia. Wecreate the structure standardsand governance needed for knowledge to remain useful in a fast-changing operational environment.

CoreResponsibilities

AsaKnowledge and Content Specialist you willownandmaintainthe internal knowledge base structure ensuring content follows established standardstemplatesand governance practices.Alongsidea dedicated teamoftrainedKnowledgeSpecialistsyouwillsupportthe complete journey ofall customer serviceknowledge content from writing and reviewing tofact-checking processing translationsandaddingfinal contentto our systems.More specifically your responsibilities will be to:

Convertcomplex operational knowledge from SMEs into clear structured guidance that advisors can use during live consumer interactions.
Partnerwith operations teams and knowledge SMEs to keep advisor-facing content accuratecurrentand aligned with business processes and tomaintainconsistent quality across the knowledge base.
Identifycontent gaps outdated information and usability issues and drive improvements to strengthen the advisor experience.
Improve the searchabilitydiscoverabilityand usability of internal knowledge so advisors can find and apply information efficiently.
Support larger knowledge initiatives and cross-functional projects that improve the performance and effectiveness of the internal knowledge base.

Requirements

Proven experience working with knowledge basessupportdocumentationor operational content.
Strong contentstructuringtaxonomyand information architecture skills.
Ability to translate complex operational knowledge into clear usable advisor guidance.
Experience collaborating with SMEs to capture refineandmaintainknowledgecontent.
Familiarity with knowledge base platforms searchbehaviourand usability principles.
Strong attention to detail with a focus on accuracy consistencyand content quality.
Strong writing skillsand the ability to adhere totoneof voice principles.
Ability to manage competing prioritieswhilebalancingongoing maintenanceandcontinuousimprovementwork.
Strong collaboration and communication skills with the ability to work across operations productandknowledgestakeholders.

Nice tohaves

Training in Knowledge Managementbestpractices.
Project management experience including running scoped improvement projects with cross-functional stakeholders.
Familiarity with Scrum or otherAgile ways of working.
Experience working with knowledge content as input to AI or LLM-based tools such as chatbots search summarization or agent-assist.
Comfortable identifying process inefficiencies and proposing practical improvements.

Applications are reviewed on an ongoing basis. However please note we do amend or withdraw our jobs and reserve the right to do so at any time including prior to any advertised closing date. So if youre interested in this role we encourage you to apply as soon as possible.

Whats in it for you

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount We know youll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible youll be rewarded through our bonus scheme.

Workplace - When you join the team youll be assigned a primary workplace location i.e. one of our Offices stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity creativity and imagination inspire everything we do. We strive to create a diverse dynamic and inclusive culture of play at the LEGO Group where everyone feels safe valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex gender identity or expression race/ethnicity national origin sexual orientation disability age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Childrens Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening as a condition of the offer.

Thank you for sharing our global commitment to Childrens Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.

Required Experience:

Job DescriptionAre you passionate about turning complex operational knowledge into clear usable guidance that helpscustomer service advisorssupport consumers with confidenceThe Knowledge Management team plays a critical role inshaping the present and future of customerserviceby being trusted steward...