Job Description

Permanent
From 30,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Knowledge Base Administrator and you'll be a big part of this.
Role Purpose: The Knowledge Base Administrator is responsible for creating, curating, and maintaining clear, accurate, and engaging content for the B&Q Marketplace Merchant Hub--our central information hub for sellers. With a strong copywriting background, this role focuses on turning complex processes into simple, actionable guidance for sellers at all stages of their journey. You'll ensure content is up-to-date, aligned with policy and platform changes, and consistent in tone and structure. The role is critical to improving seller self-service, reducing support queries, and driving an excellent merchant experience.
What's the job?

• Own the day-to-day management of the Merchant Hub knowledge base?

• Create, edit, and maintain content including how-to guides, FAQs, policy pages, onboarding materials, and update announcements?

• Translate technical processes, operational updates, and policies into seller-friendly, plain-English guidance?

• Work closely with teams across Marketplace (support, operations, policy, product, and marketing) to gather input and updates?

• Monitor content effectiveness using engagement metrics and feedback; identify gaps or outdated information?

• Ensure all content follows brand tone, voice, and formatting guidelines?

• Manage content publishing workflows and version control?

• Support the launch of new features or processes with timely and accurate knowledge base updates

What we need:

• Excellent writing, editing, and proofreading skills. Ideally with a background in copywriting, technical writing, or content marketing?

• Strong ability to explain complex topics in simple, engaging ways?

• Experience managing or contributing to a knowledge base, help centre, CMS, or content platform?

• High attention to detail and strong organisational skills?

• Comfortable working cross-functionally to gather and validate information?

• Ability to manage multiple content pieces and deadlines simultaneously?

• Experience with content platforms such as Zendesk Guide, Confluence, or similar is a plus?

• Familiarity with e-commerce, marketplaces, or seller tools is advantageous but not essential

What's in it for me?
As part of a great team, you'll be valued for who you are. We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.

Skills Required