Knowledge & PR Manager

Overview

In this role you drive social media interactions, SLA adherence, and brand protection for TVL Operations within Capita Experience. You’ll modernize knowledge and letter templates to respond effectively to customer queries, while coordinating with marketing and change teams on project impacts. You’ll manage the ASK Knowledge Management system, lead improvement initiatives, and ensure data security and policy compliance. You’ll work closely with stakeholders to align campaigns, RFCs, and briefs with operational needs, delivering measurable improvements.

Pay / Benefits

• competitive salary
• 23 days holiday (rising to 29)
• pension
• life assurance
• cycle-to-work scheme
• volunteering day/offers

Responsibilities

• Ensure availability of resources for managing Social Media accounts
• Oversee continuous improvement of the ASK Knowledge Management system
• Manage letter templates and glossary content to meet design principles
• Coordinate with marketing, change teams and project teams on briefs/RFC impacts
• Provide detailed feedback on project briefs and campaign changes
• Highlight impacts to customer journeys and processes from campaigns and inquiries
• Ensure digital-first approach in letters, briefs, and RFC reviews
• Present updates to clients and stakeholders
• Work with Capita Information Security to protect data and comply with legal requirements
• Lead relationships with stakeholders to keep information accurate and up-to-date
• Cover Social Media and PR advisor duties during absences
• Oversee performance management of direct reports
• Overhaul and maintain knowledge content to fit business needs
• Support Operational Readiness Committee delivery
• Ensure alignment of knowledge and communications with TVL Policy and processes

Key requirements

• Excellent communication skills (verbal and written)
• Excellent analytical and data management skills
• Self-motivated with strong planning and organizational abilities
• Ability to multi-task, solve problems, and prioritize
• Positive, professional, proactive attitude
• Experience managing people
• Strong stakeholder and relationship management
• Proficiency in Microsoft Office (PowerPoint, Excel, Word)
• Experience with TVL systems including Lassy
• Knowledge of business operations across multiple departments
• Client and partner-facing experience
• Knowledge of information security considerations and regulatory compliance

• communication
• stakeholder management
• problem solving
• PowerPoint
• Excel
• Word

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