Knowledge Analyst

Internal use only - Grade H 

About us   

We’re the team behind digital retailer Very.   

Our purpose, helping families get more out of life, powers everything we do.   

And we want our people to get more out of life too! If you’re high-performing, ambitious and make the most of every opportunity, we want to hear from you. In return, you’ll enjoy heaps of flexibility, great perks and benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go.   

If you love making a difference, you’ll love making it sparkle for millions of Very customers. ✨   

About the team 

The knowledge team play a super important role within our global Customer Care operation. Our knowledge platform is the single source of truth for our colleagues and provides all the information needed to ensure we deliver the right customer outcomes, first time. It’s an exciting time to join us as we are exploring and deploying new AI capabilities. 

We work in a fast - paced environment, but you will be guided and supported by a great team and have opportunities to grow and develop your skills.  

About the role

The Knowledge Analyst is responsible for defining, creating and maintaining knowledge content to reflect how we execute operational processes within Customer Care.  

Here’s some of the things you will be doing:  

• Supporting the Knowledge manager in leading the Customer Care and knowledge strategy. 

• Create, maintain and publish content in line with strategic plans, including periodic reviews; ensuring brand alignment. 

• Measure and analyse the effectiveness of the knowledge management tool to inform improvement ideas to increase adoption of the product. 

• Be an ambassador for knowledge management across our business. 

• Conduct external research and benchmarking; sharing new ideas to continuously improve the knowledge product. 

About you

We’re looking for someone who has an eye for detail, is naturally proactive, will spot where and how to make things better and be able to communicate this in an informative and engaging manner.   Previous experience in copy writing or working in a knowledge environment is crucial to in-role success.

As you will support knowledge across our global contact centres, experience in a contact centre environment would also be valuable.   Passion and pride in your work and a natural desire to connect, collaborate and be a team player is a must.  

The ideal person should enjoy analysing data and developing knowledge content. 

What will you get in return? Brilliant experience, the opportunity to play an important part in our ambitious journey and a rewarding, purposeful role which can make such a positive impact to our colleagues and external customers.  

Some of our benefits

• Flexible, hybrid working model
• Inclusive culture and environment, check out our Glassdoor reviews
• 23 days holiday + bank holidays
• LinkedIn learning access
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk

• Matched pension up to 6%
• More benefits can be found on our career site

What happens next? 

Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.  

You can expect a one-stage interview process for this position:  

1st stage - A one-hour formal face-to-face interview where you can expect both competency and technical questions.

As an inclusive employer please do let us know if you require any reasonable adjustments.  

If you'd like to know more about our interviews, you can find out here. 

Diversity, inclusion and equal opportunities

We’re building a culture of everyday inclusion, and welcome applications from anyone who believes they can do the job. We don’t discriminate based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

We want our recruitment process to be accessible to everyone. If you need reasonable adjustments to apply, interview, or perform a role, let us know via talentacquisition@theverygroup.com. We’ll be happy to support you.

We’re proud to be a Disability Confident Committed Employer and have nine brilliant colleague networks - including DAWN (Disability Awareness at Very) and Think (Neurodiversity at Very) - that are helping us make Very an even more inclusive place to work.