Operational Knowledge Specialist

📍 Cardiff | 🏢 3 days a week in the office

Operational Excellence / Customer Operations 🚀
As an Operational Knowledge Specialist, your mission is to create, maintain, and update shared knowledge assets across the Operations department. You will work closely with key stakeholders to ensure our frontline teams are supported with high-quality departmental documentation. You will play a vital role in capturing complex internal processes in a compliant fashion and supporting various change initiatives, including new product launches.

What You’ll Be Doing 🗃️

• Lead the strategic development and day-to-day management of a centralised Customer Ops knowledge hub, ensuring it remains the "single source of truth" for all staff.


• Oversee the creation, maintenance, and regular updating of shared knowledge assets to ensure operational teams have access to accurate and timely information.


• Work closely with key stakeholders across the business to support operational teams and assist with the creation of departmental documentation.


• Maintain strict sign-off protocols for all operational documentation, ensuring that all assets are updated in a timely manner and remain compliant with internal regulations.


• Assist in capturing and documenting complex internal processes, ensuring they are presented in a clear, accessible, and compliant fashion.


• Support the business through change initiatives and new product launches by ensuring all necessary knowledge assets and process documents are ready for operational use.


• Ensure that all new processes or product updates are "operationally ready" for the frontline teams through effective documentation and briefing.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• 2+ years in a Knowledge Management, Technical Writing, or Business Support role within a fast-paced Customer Operations environment.


• Exceptional ability to simplify complex internal processes into clear, engaging, and compliant documentation.


• Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.


• A track record of supporting teams through transitions, such as new product launches or system changes, through effective information sharing.


• Meticulous approach to maintaining documentation accuracy and following strict compliance protocols..

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner


• Stage 2: 60 minute interview with the Operational Excellence Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.