Knowledge Content Lead — Hybrid with Flexible Hours

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

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