Knowledge and Communications Coordinator
| Posting date: | 20 November 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 December 2025 |
| Location: | Bond |
| Company: | Teleperformance Ltd |
| Job type: | Permanent |
| Job reference: | 1429955931 |
Summary
Job Title: Knowledge and Communications Coordinator
Location: Manchester Hybrid
Contract Type: Full-time
Reports To: Contact Centre Manager
Job Purpose:
The Knowledge and Communications Coordinator will play a key role in ensuring effective internal communication, knowledge sharing, and information management across the DWP UCR contract. This role supports operational excellence by maintaining up-to-date knowledge resources, coordinating internal communications, and facilitating the smooth flow of information between teams, stakeholders, and leadership.
Key Responsibilities:
Knowledge Management
- Develop, maintain, and update knowledge bases, FAQs, and internal guidance documents.
- Ensure all staff have access to accurate, timely, and relevant information to support service delivery.
- Work with subject matter experts and the DWP to capture and document best practices and process updates.
Internal Communications
- Creation of an effective communication strategy.
- Coordinate and deliver clear, consistent internal communications across the UC contract.
- Draft and distribute newsletters, bulletins, and updates to frontline teams.
- Support the planning and delivery of team briefings, huddles, and virtual town halls.
Collaboration & Engagement
- Act as a central point of contact for communication between operational teams, stakeholders, and external partners.
- Gather feedback from staff to improve communication channels and knowledge resources.
- Support onboarding and training by ensuring new starters have access to key information.
Monitoring & Reporting
- Track usage and effectiveness of knowledge resources and communication tools.
- Provide regular reports and insights to leadership on communication engagement and knowledge gaps.
- Support audits and quality assurance processes by ensuring documentation is current and accessible.
Skills & Experience:
Essential:
- Experience in a communication, knowledge management, or coordination role.
- Excellent written and verbal communication skills.
- Strong organisational and time management abilities.
- Proficiency in Microsoft Office and digital collaboration tools (e.g., SharePoint, Teams).
- Ability to work independently and collaboratively in a fast-paced environment.
- Demonstrate creativity in designing and delivering engaging communications using a variety of formats (e.g., infographics, videos, newsletters, digital posters).
- Develop visually appealing and accessible content tailored to different audiences across multiple platforms, including email, intranet, and digital screens.
Desirable:
- Familiarity with DWP UC
- Knowledge of quality improvement or service transformation principles.
Personal Attributes:
- Proactive and solution-focused.
- Detail-oriented with a passion for clarity and consistency.
- Empathetic communicator who can engage diverse audiences.
- Adaptable and resilient in a dynamic environment.