Colleague Knowledge and Governance Manager
London
Currys London Campus at Waterloo
Permanent
Full Time
Grade 4
We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and now have over 2.5 million Pay Monthly subscribers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.
iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.
As our Colleague Knowledge & Governance Manager, you’ll own and improve iD Mobile’s agent-facing knowledge end to end. You’ll write clear, accurate knowledge for our customer service advisors and keep it up to date as products, processes, and policies change. You’ll create a single source of truth that makes it easy for agents to find the right answer quickly, so customers get a consistent experience every time.
You’ll set the standards for how we create and govern knowledge, including templates, tone of voice, approval routes, and review cycles. Working with teams across the business, you’ll turn complex information into simple, usable guidance for frontline teams. You’ll also use feedback and data to spot gaps, improve articles, and reduce avoidable contact. As we grow our digital and AI-enabled servicing, you’ll make sure our knowledge is structured and reliable enough to support both agents and future automation.
