Knowledge Coordinator

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We are currently looking for a Knowledge Coordinator on a full-time secondment basis until May 2026. This position sits within the Customer Services, Operational Assurance and Development team and the role is based in Glasgow where home working is available.

As the Knowledge Coordinator, you will be responsible for the creation, maintenance, and improvement of internal and external knowledge content to provide customers and staff with clear and effective self-service options

The Job

Reporting to the Complaints and Knowledge Manager, on a day-to-day basis, you'll be involved in the following:

• Manage the workload of the Knowledge team by prioritising incoming content requests, coordinating task allocation, and balancing short-term needs with long-term improvements
• Ensure knowledge tasks and updates are delivered to agreed KPIs and deadlines, flagging risks or blockers in a timely manner and offering solutions where possible
• Create, edit, and maintain a library of internal and external customer-facing articles within our knowledge base platform. Ensuring that the content in our knowledge channels remains relevant, fit for purpose and accurate and aligned with customer and staff needs. Regularly review and update articles to ensure accuracy, clarity, and relevance. Conduct regular audits of the knowledge base to identify and address gaps in coverage
• Collaborate with subject matter experts and internal teams (e.g. operational teams, product teams and project stakeholders) to capture accurate information and translate it into engaging, accessible content.
• Help improve customer satisfaction and increase first contact resolution and productivity through collaboration, trends and insight
• Ensure all content is written in a customer-friendly tone and optimised for accessibility
• Monitor article performance metrics (e.g. usage, customer satisfaction) and use data to refine knowledge content strategy, continuously reviewing and improving articles to enhance the customer experience and self-service success rates
• Lead the roll-out of training and onboarding activities by ensuring Knowledge content is available, aligned, and delivered consistently across channels

The Person

We're looking for someone who has:

• Proven experience in leading or managing knowledge content strategies across internal and external platforms, with a track record of improving content effectiveness and usability
• Advanced writing, editing, and content design skills, with the ability to coach others in developing clear and customer-focused content.
• Strong workload management and prioritisation skills, with experience in coordinating team tasks, setting timelines, and ensuring delivery against KPIs and deadlines.
• Experience managing and optimising content within knowledge base or knowledge platforms (e.g., Oracle, Dynamics 365, or similar) and driving consistency across digital knowledge environments
• Data-driven mindset with the ability to interpret performance metrics, generate actionable insights, and influence continuous improvement strategies.
• Ability to lead cross-functional collaboration, managing relationships with subject matter experts, operational leads, and stakeholders to ensure high content accuracy and impact.

We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here https://www.accaglobal.com/uk/en/about-us/work-for-us.html.