Information Officer - one year FTC

ParentPay Group; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading UK educational services firm is seeking an Information Officer to manage and enhance their knowledge bases for customer self-service. Responsibilities include creating user-friendly content, collaborating with experts for accuracy, and tracking performance metrics for improvement. The ideal candidate has excellent written English, proofreading skills, and experience with knowledge management platforms. This role offers a chance to contribute to a meaningful service within the education sector, while working in a remote environment.

Qualifications

• Proven ability to create clear and concise online content.
• Experience ensuring technical accuracy and clarity.
• Ability to translate complex technical topics into plain language.
• Proficient in using content authoring tools.

Responsibilities

• Manage and improve structure and usability of knowledge bases.
• Create and maintain user-friendly content including FAQs and guides.
• Collaborate with various experts to ensure content accuracy.
• Track content performance and identify improvement opportunities.

Skills

Excellent written English

Proofreading skills

Translating complex concepts

Document lifecycle management

Proficient in Microsoft Office

Strong organizational skills

Confident communicator

Awareness of GDPR and data protection

Experience with knowledge base platforms

Understanding of finance management systems

Interest in AI and knowledge management

Tools

ServiceNow

SharePoint

Job description

Information Officer - one year FTC

Department: Product

Employment Type: Contract

Location: Remote, UK

Description

The Information Officer plays a key role in delivering our customer self-service strategy. You’ll manage and improve the structure, accuracy, and usability of our knowledge bases so that customers can find answers quickly and our service teams can provide fast, consistent support.

This role suits someone who enjoys organising information, writing clear and user-friendly content, and collaborating with subject matter experts to make complex topics easy to understand.

Key Responsibilities

• Capture and structure information from demos, customer queries, and product updates in a clear, accessible format.
• Create and maintain articles, FAQs, guides, release notes, and troubleshooting content that follow our writing and formatting standards.
• Work closely with product managers, business analysts, service desk staff, and other experts to ensure content accuracy and consistency.
• Review and quality‑check content regularly to maintain clarity, brand alignment, and accessibility compliance.
• Facilitate content clinics and feedback sessions with support teams to identify common queries and turn them into actionable knowledge articles.
• Manage the structure and usability of the knowledge portals, focusing on taxonomy, accessibility, and searchability.
• Track and analyse content performance (traffic, engagement, search success, and deflection rates) to identify opportunities for improvement.
• Update content based on user feedback and data insights to close knowledge gaps.
• Maintain governance standards for content, including version control, review cycles, and archiving.
• Communicate updates, best practices, and new resources to stakeholders across the business.
• Support continuous improvement by sharing knowledge management best practices and promoting high-quality content standards.

Skills, Knowledge and Expertise

• Excellent written English with the ability to create clear, concise, and accurate online content.
• Skilled at proofreading and ensuring technical and editorial accuracy.
• Able to translate complex financial or technical concepts into plain language.
• Good understanding of document lifecycle management — including review, approval, and retirement of content.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Copilot) and experienced with content authoring tools.
• Strong organisational and time management skills with the ability to prioritise multiple projects.
• Confident communicator and collaborator, able to work effectively with colleagues across teams.
• Awareness of GDPR, data protection, and accessibility standards relevant to finance and education.
• Comfortable working independently and taking ownership of deliverables.
• Experience with knowledge base platforms such as ServiceNow or SharePoint.
• Familiar with document control processes and archiving.
• Understanding of finance management systems in the education sector (e.g. accounts payable, receivable, VAT, reporting).
• Experience leading or contributing to content improvement sessions or training.
• Interest in AI and emerging trends in knowledge management.
• Ability to facilitate training, feedback sessions, and content clinics to support continuous improvement.