Knowledge & Information Strategist for Customer Experience

Westfield Secondary School; Sheffield; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible working opportunities

Hybrid work arrangement

Job summary

Sheffield City Council is building its Customer Experience Capability, focusing on improving how residents access information and how staff are supported to deliver services. The Knowledge and Information Analyst will own the knowledge approach, establish trusted sources, and improve content quality for online and frontline support.

The role sits in the Customer Intelligence function, with a hybrid working pattern and opportunities to influence council information management and customer support

Qualifications

• Experience developing, managing or improving a knowledge base or information resource.
• Ability to translate complex policies into clear, practical guidance.
• Experience with content reviews and version controls.

Responsibilities

• Developing clear standards for creating, reviewing, approving and updating customer information.
• Ensure guidance is accurate, current and accessible in plain language.
• Check the quality of knowledge articles, FAQs and service information.
• Collaborate with service specialists and ICT to address gaps or inconsistencies.
• Establish content ownership and support contributors to keep information up to date.
• Provide training and guidance for colleagues who create or maintain knowledge.
• Maintain a prioritised programme of knowledge improvements and monitor progress.
• Produce insight about knowledge usage and gaps.

Skills

Knowledge management

Content standards

Metadata/classification

MS 365 tools

CRM systems

Tools

Microsoft 365

Knowledge platforms

Job description

Sheffield City Council is building its Customer Experience Capability, focusing on improving how residents access information and how staff are supported to deliver services. The Knowledge and Information Analyst will own the knowledge approach, establish trusted sources, and improve content quality for online and frontline support.

The role sits in the Customer Intelligence function, with a hybrid working pattern and opportunities to influence council information management and customer support