Contact Centre Lead, Knowledge and Support

About Us At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank. The Why The Contact Centre Lead (known within the team as a Knowledge Lead) is responsible for developing, managing and optimising knowledge resources to support the Contact Centre. The primary task is building out the knowledge articles in Ubank Confluence, developing a standard format, refreshing content and searchability and archiving old content to ensure that frontline employees have quick access to accurate, up to date information. In addition, this role will be critical in ensuring updated content for new go to market initiatives, working with training and workforce planning to ensure timely delivery to improve the overall customer experience. Key Responsibilities Develop and maintain a structured, searchable knowledge base Write, edit and continuously improve knowledge articles, FAQs, SOPs, and troubleshooting guides for Contact Centre Advisors Collaborate with subject matter experts, team leaders, trainers to gather accurate and relevant information, and ensure it is captured on the knowledge hub Ensure content is easy to navigate, well-organised and accessible to all team members Establish knowledge management best practice including article formatting, approval workflows, version control Regularly review and update content to reflect process changes, product updates, and feedback from frontline team members Act as the primary point of contact for knowledge management enquires and updates Analyse knowledge base usage metrics to identify gaps, redundancies or areas for improvement Your Experience: Experience in knowledge management, content writing or similar role Strong proficiency in Confluence, SharePoint or other knowledge management tools. Excellent writing, editing and organizational skills, with an ability to simplify complex information Ability to structure content for easy navigation and quick access by contact centre agents Experience using taxonomy and tagging strategies to improve searchability preferred Familiarity with contact centre operations, customer service processes and best practice Why Ubank? Flexible Work Environment: Enjoy a hybrid working model with 3 days in our vibrant Sydney CBD office. Positive Team Culture: Thrive in a collaborative and supportive atmosphere. Career Growth: Benefit from strong development and growth opportunities. Fantastic Perks: Take advantage of additional amazing benefits. We acknowledge the Traditional Custodians of our local area. This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency. We welcome applicants of all backgrounds, and our Talent team is excited to connect with you. Apply now with your CV and explore this exciting opportunity!