Customer Knowledge Architect (Hybrid Role)

Beighton; Sheffield; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

Sheffield City Council is building its Customer Experience Capability to improve how residents access information and how colleagues are supported. The Knowledge and Information Analyst will own the approach to customer knowledge, ensuring accurate, accessible information across online services and frontline support.

You will establish trusted sources, improve content quality and work with service teams to close gaps, with a focus on clear language, content ownership and practical guidance for

Qualifications

• Experience developing, managing or improving a knowledge base or guidance library.
• Ability to translate complex policies into practical guidance.
• Experience using evidence about content usage to set priorities.
• Experience working with service or digital environments.

Responsibilities

• Managing and improving customer knowledge across internal guidance, customer-facing information and systems such as CRM and web self-service.
• Developing clear standards for creating, reviewing, approving and updating customer information.
• Ensuring guidance is accurate, current, accessible and written in straightforward language.
• Checking the quality of knowledge articles, FAQs and service information.
• Establishing content ownership and training colleagues to maintain information.
• Producing insight about how knowledge is used and where content needs attention.

Skills

Knowledge management

Content ownership

Quality standards

CRM & Microsoft 365 tools

Metadata and categorisation

Translating policy to guidance

Tools

CRM systems

Microsoft 365

Knowledge platforms

Job description

Sheffield City Council is building its Customer Experience Capability to improve how residents access information and how colleagues are supported. The Knowledge and Information Analyst will own the approach to customer knowledge, ensuring accurate, accessible information across online services and frontline support.

You will establish trusted sources, improve content quality and work with service teams to close gaps, with a focus on clear language, content ownership and practical guidance for