Knowledge Manager

Knowledge Manager role at Peabody

Role context

As a Knowledge Manager , you’ll take the lead in shaping and maintaining the Genesys knowledge base used by our contact centre. This isn’t just about articles — it’s about improving journeys, building trust, and helping teams deliver excellent service every day.

You’ll work closely with the Product Owner and wider teams to ensure knowledge reflects resident needs and supports outside-in service design. Your work will directly influence how confidently and accurately colleagues support our residents.

Purpose of Role

You’ll work across the business to capture the right knowledge, structure it clearly, and keep it live and relevant. Your focus will be resident-first, ensuring content reflects real-world scenarios and is shaped by frontline insight.

Key Responsibilities

• Develop and manage the Genesys knowledge base to ...