Knowledge Team Lead

Company Description Ubisoft is committed to enriching players' lives with original and memorable gaming experiences. We create worlds where people can express themselves, explore and discover new possibilities. Are you looking to work with enthusiastic experts who are tackling game changing challenges in entertainment and beyond? At Ubisoft we offer an open environment where bright ideas are given a chance to shine and everyone is eager to share knowledge. Challenge accepted? Join us and create the unknown. The EMEA Consumer Relationship Centre is at the heart of our strategy to engage with our players. The CRC provides our consumers with an awesome experience with each individual contact and drives the consumer focused agenda to every level of the organisation. Job Description The EMEA CRC Knowledge team is a small group of player-centric, dedicated and talented individuals fueled by a passion for delivering the best possible self-help content for Ubisoft players. Functions * gathers and processes information from multiple stakeholders and transforms it into knowledge * empowers our players by providing them with high quality self-help content, * coordinates the localisation of the content they create, * provides support to other teams within the EMEA CRC in all matters related to knowledge management, * assists in the implementation of a coherent knowledge strategy within the EMEA CRC. Responsibilities As the Knowledge Team Lead, your role will be to provide this highly motivated team with support and guidance. You will be tasked with: * Keeping yourself abreast of situations affecting Ubisoft products and syncing with other teams to understand the impact and opportunities for self-help * Building and maintaining an internal network in an ever shifting, quickly evolving landscape that the team can leverage as sources of information * Aligning with other internal teams around the globe on the big picture of support knowledge management * Formulating cohesive and coherent self-help strategies, with the help of various stakeholders, in line with the capacities of our support website and guiding the Knowledge Specialists through their implementation * Assigning tasks and duties, and ensuring the work is delivered in a timely fashion * Reviewing the content created by the team to ensure it matches the guidelines which you will help keep up to date * Having a growth mindset not only for yourself, but also towards your reports, and coaching them to greatness Qualifications Skills, knowledge and experience * Previous experience managing a high performing team * Ability to plan and estimate workload to ensure timely delivery with a certain level of autonomy * Ability to anticipate, communicate about and resolve issues * Ability to communicate clearly with teams from various disciplines * Stellar verbal and written communication in English * Good interpersonal skills * Passion for games and gaming is an advantage * Willingness to travel occasionally * A second language is a plus * Experience with in any or all of our fields: customer support / community management / web writing Additional Information Benefits With Ubisoft CRC, you will receive a competitive salary along with: * Personal performance bonus * Private Health Insurance (including eye care and dental) * Life Assurance * Long Term Disability Insurance * Pension * Significant discount on the world's best video games * Access to Ubisofts back catalogue on PC * 25 days of holiday Perks: * We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space. * A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee * Regular professional and social events * Monthly Ubidrinks * Flexible working hours * A casual dress code * Fun, we like to work hard but have a laugh too! Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status. Qualifications: Skills, knowledge and experience Previous experience managing a high performing team Ability to plan and estimate workload to ensure timely delivery with a certain level of autonomy Ability to anticipate, communicate about and resolve issues Ability to communicate clearly with teams from various disciplines Stellar verbal and written communication in English Good interpersonal skills Passion for games and gaming is an advantage Willingness to travel occasionally A second language is a plus Experience with in any or all of our fields: customer support / community management / web writing Responsibilities: The EMEA CRC Knowledge team is a small group of player-centric, dedicated and talented individuals fueled by a passion for delivering the best possible self-help content for U