Knowledge & Information Analyst — Elevate Customer Content

Westfield Secondary School; Sheffield; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Sheffield City Council is seeking a Knowledge and Information Analyst to improve how customer information is created, managed and used across services. You will ensure colleagues and customers access accurate, consistent information via online services, frontline support and CRM systems.

Based in the Customer Intelligence function, you will establish trusted sources, drive content quality, set standards, and provide training to ensure information is up to date.

Qualifications

• Experience developing or improving a knowledge base or guidance library
• Ability to translate complex policies into clear, practical guidance
• Strong written communication and content-editing skills
• Experience with evidence-based content prioritisation and metadata

Responsibilities

• Manage and improve customer knowledge across internal guidance, customer-facing information and systems (CRM, web self-service)
• Develop standards for creating, reviewing, approving and updating knowledge content
• Ensure information is accurate, current, accessible and written in straightforward language
• Collaborate with service teams and Digital/ICT to address gaps or inconsistencies
• Provide training and guidance to colleagues who create or maintain knowledge
• Maintain a prioritised programme of knowledge improvements and monitor progress
• Produce insights on information usage, gaps and content attention

Job description

Sheffield City Council is seeking a Knowledge and Information Analyst to improve how customer information is created, managed and used across services. You will ensure colleagues and customers access accurate, consistent information via online services, frontline support and CRM systems.

Based in the Customer Intelligence function, you will establish trusted sources, drive content quality, set standards, and provide training to ensure information is up to date.