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