Knowledge & PR Manager

Location: Darwen

We have a new opportunity to join our TVL Digital Operations Team as a Product Owner – Social Media, Knowledge, Marketing & PR.

As a Product Owner you will be accountable for Social Media interactions with customers, ensuring delivery of SLA and protection of brand reputation for Client and Capita, taking a pro-active approach to trends and themes which may be causing customers a poor experience and identify opportunities to address them.

You will manage the continual evolution of letter templates (including drafting new templates) to meet the demands of the business, ensuring we can respond to customer queries in an effective and efficient manner whilst adhering to TVL Policy and process.

You will also be responsible for the management of the ASK Knowledge Management system used across TVL Operations.

Additionally, as Product Owner you will support the Senior Marketing Product Owner to work closely with all stakeholders to co-ordinate impacts to Project Briefs, RFCs and Campaign copy changes that impact the operational areas, providing detailed feedback whilst adhering to tight deadlines.

This is a full-time permanent role, offering hybrid working arrangements (office working assigned to our Darwen, Lancashire office).

Core Responsibilities

Ensure resource is always available for the management of Social Media accounts.

Supports the enablement of technology solutions that drive efficiency, optimisation, and improved operational performance.

Responsible for the daily management of direct reports, ensuring that performance, behaviour and conduct targets are achieved.

Required to cover X for the “Social Media and PR Advisor” when absence requires, responding to customer posts while adhering to the SLAs in place.

Overhaul existing knowledge management content to ensure it is fit for purpose.

Manage relationships with key stakeholders (including the client) to ensure that all information is represented accurately, is up to date, and is reviewed regularly.

Accountability for all matters knowledge-related and act as a SME for TVL Contact Centre knowledge.

Lead a continuous improvement workstream to continually identify opportunities to enhance knowledge and usage of the ASK Knowledge Management system across TVL Operations.

Lead opportunities to share best practice and enhance the Knowledge Management capabilities.

Work with individual business areas and TVL Policy to review all existing letter templates and glossary paragraphs

Develop letter copy in line with a set of agreed design principles

Support the co-ordination and delivery of our Operational Readiness Committee

Work closely with our change teams, marketing partners and project teams to support the co-ordination of impacts to Project briefs and RFCs, providing detailed feedback, sharing impact responses and support the project and operational teams to implement any changes required

Highlight impacts to customer journeys and operational processes resulting from marketing campaigns, RFCs, and media enquiries

Ensure Digital first approach is considered when reviewing all letters, project briefs and RFCs

Present key updates/findings to Client and Stakeholders.

To work closely with Capita Information Security to ensure all work being conducted has considered the impact on customer and employee data. Ensure compliance with all Information Security and internal processes to protect data security, including legal requirements.

Additional Locations: Chorley, Manchester, Chester, Stockport, Preston, Blackburn, Warrington, Liverpool