Process and Knowledge Lead

• Drive operational excellence, consistency, and continuous improvement across Lifeblood’s National Contact Centre through effective knowledge and process management
• Permanent full-time opportunity with WFH flexibility – Adelaide location preferred 
• Salary circa $85k - $105k + Superannuation + Salary Packaging

Discover life-giving possibilities 

Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: to give life. Together, we want to help you build a fulfilling career with Lifeblood.

About the role

The Process and Knowledge Lead is responsible for designing, documenting, and maintaining operational processes and knowledge assets across the Contact Centre. This role ensures alignment with Standard Operating Procedures (SOPs), compliance standards, and business objectives. It plays a critical part in driving operational excellence, consistency, and continuous improvement through effective knowledge and process management.

In addition, the role is pivotal in enhancing real-time support for Contact Centre agents by leveraging technology and delivering best-practice knowledge management. By ensuring that accurate, accessible, and up-to-date information is available at the point of need, the Process and Knowledge Lead helps empower agents to resolve customer queries efficiently and confidently, improving both customer experience and operational performance.

Sound interesting? Here’s what we’re looking for: 

• Demonstrated experience in documenting and maintaining operational processes and SOPs
• Experience using or integrating AI to support insights and searches within a KM system
• Proven ability to lead process audits and embed changes into frontline operations
• Experience in identifying inefficiencies and implementing process improvements
• Hands-on experience managing a Knowledge Management System (KMS), including content structuring, auditing, and lifecycle management
• Ability to analyse usage data and feedback to optimise knowledge assets
• Experience training staff on KMS usage and knowledge-sharing practices
• Strong understanding of contact centre workflows, customer communication channels (Voice, SMS, Email), and service delivery models
• Experience working with cross-functional teams in a fast-paced, customer-focused environment

This is a permanent full-time opportunity with a hybrid work model rotating between WFH our National Contact Centre in Adelaide. Lifeblood is proud to accommodate flexible working and we are open to conversations around what this means to you. 

Thrive in a diverse culture that cares for your wellbeing 

We’re a diverse and inclusive bunch. We’re proud to foster an environment where all people can come together to achieve their very best. Whether it’s workplace safety or work/life balance, we look after our employees’ varying needs. As part of the Lifeblood team, you’ll have access to a generous salary packaging program, plus a great range of rewards like discounts on insurance, groceries, food & beverage, department stores, travel, and more.

Excited about this opportunity? Apply now and discover a career filled with life-giving possibilities.

Next steps

When it comes to recruitment we like to move fast, this means we progress suitable candidates through the hiring process as soon as we can. 

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant. You’ll hear from us with an outcome after your application has been reviewed and assessed. 

If selected, you’ll be required to complete a few background checks and we’ll help you through this process.  

If you require any adjustments to feel more supported during our recruitment process, please reach out to us.  

For further details on this position, please reach out to Tayler on tdobbs@redcrossblood.org.au. 
**Please note we cannot accept applications via email so please apply online  

This vacancy is being managed directly by Lifeblood’s Talent Engagement team. We won’t accept candidates from external recruitment agencies on this occasion.