Knowledge and Information Analyst

The Methodist Church in Britain; Sheffield; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Generous holiday entitlement

Flexible working options

Support for staff with unpaid caring

Starting pay at minimum advantage

Job summary

Sheffield City Council is recruiting a Knowledge and Information Analyst to join the Customer Intelligence team within the Customer Experience Capability. The role owns knowledge content across guidance, information and self-service, including the CRM, and operates in a hybrid setup with office presence of at least 40% of contracted hours.

You will develop standards, ensure accuracy and plain language, and produce insights on content usage and gaps, while training staff and coordinating with

Qualifications

• Practical experience of developing or improving a knowledge base or information resource.
• Experience managing structured information used by teams.
• Ability to apply quality standards, reviews and version control.
• Ability to translate policies into clear, practical guidance.
• Experience working with subject specialists and technical colleagues.

Responsibilities

• Develop clear standards for creating, reviewing and updating customer information.
• Ensure guidance is accurate, current, accessible and written in plain language.
• Check the quality of knowledge articles, FAQs and service information.
• Work with service specialists and ICT colleagues to close gaps.
• Establish content ownership and support contributors to keep information up to date.
• Provide practical training and guidance for colleagues who maintain knowledge.
• Maintain a prioritised programme of knowledge improvements and monitor progress.
• Produce insight on how knowledge is used and where gaps exist.

Skills

Knowledge base management

CRM systems

Metadata organisation

Plain language guidance

Microsoft 365 tools

Tools

Microsoft 365

Job description

This Knowledge and Information Analyst post sits in the Customer Intelligence function of the Customer Experience Capability at Sheffield City Council. The role takes day-to-day ownership of customer knowledge across internal guidance, public information and self-service content, including the CRM. It is hybrid, with at least 40% of contracted hours in the office, and sits alongside insight, equalities and communications colleagues. Fit depends on hands‑on experience of running a knowledge base or similar resource.

What the job involves

• Develop clear standards for creating, reviewing, approving and updating customer information
• Ensure guidance is accurate, current, accessible and written in plain language
• Check the quality of knowledge articles, FAQs and service information
• Work with service specialists, operational teams and Digital and ICT colleagues to close gaps and inconsistencies
• Establish content ownership and support contributors to keep information up to date
• Provide practical training and guidance for colleagues who create or maintain knowledge
• Maintain a prioritised programme of knowledge improvements and monitor progress
• Produce insight on how knowledge is used, where gaps exist and where content needs attention

What’s required

Experience

• Practical experience of developing, managing or improving a knowledge base, guidance library or similar information resource
• Managing structured information used by teams
• Introducing or applying quality standards, content reviews and version control
• Working with subject specialists and technical or operational colleagues
• Using usage, contact or performance evidence to set priorities
• Translating complicated policies and processes into clear, practical guidance

Skills & knowledge

• Working with CRM systems, knowledge platforms and/or Microsoft 365 tools
• Organising information through categories, metadata or other structures

Checks & eligibility

• Relevant safeguarding checks

Nice to have

• Experience within a customer contact, operational service or digital environment

What’s offered

• Generous holiday entitlement
• Flexible working options, including reduced hours, part time or job share
• Support for staff with unpaid caring responsibilities to work flexibly
• Starting pay at the minimum advantage point, where payslip evidence shows basic pay above the bottom of the grade