Knowledge and Information Analyst

Join our Customer Experience Capability

Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

The team brings together customer journeys, insight, workforce development, equalities, engagement and communications. Its purpose is to help the Council work in a more joined-up and customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

Make information clearer, easier to find and more useful

We are looking for a skilled Knowledge and Information Analyst to help improve how customer information is created, managed and used across Sheffield City Council.

You will play a central role in ensuring that colleagues and customers can access accurate, consistent and accessible information, whether they are using online services, contacting the Council or supporting customers as part of a frontline team.

Working within the Customer Intelligence function, you will take day-to-day ownership of our customer knowledge approach. You will help establish trusted sources of information, improve content quality and make it easier for colleagues to give customers the right answer at the right time.

What you will be doing

You will manage and improve customer knowledge across internal guidance, customer-facing information and systems such as the CRM and web-based self-service, with responsibilities including:

• developing clear standards for creating, reviewing, approving and updating customer information
• ensuring guidance is accurate, current, accessible and written in straightforward language
• checking the quality of knowledge articles, frequently asked questions and service information
• working with service specialists, operational teams and Digital and ICT colleagues to address gaps or inconsistencies
• establishing content ownership and supporting contributors to keep information up to date
• providing practical training and guidance for colleagues who create or maintain knowledge
• maintaining a prioritised programme of knowledge improvements and monitoring progress
• producing insight about how knowledge is being used, where gaps exist and where content needs attention

What we are looking for

You will bring practical experience of developing, managing or improving a knowledge base, guidance library or similar information resource, ideally within a customer contact, operational service or digital environment.

You should be able to demonstrate experience of:

• managing structured information used by teams of employees
• introducing or applying quality standards, content reviews and version controls
• working with subject specialists and technical or operational colleagues
• using evidence about content usage, customer contact or service performance to determine priorities
• working with customer relationship management systems, knowledge platforms and/or Microsoft 365 tools
• organising information through effective categories, metadata or other structures
• translating complicated policies and processes into clear, practical guidance

Why join us?

This is an opportunity to influence how customer information is managed across the Council and help shape a developing Customer Intelligence function.

Your work will help colleagues resolve enquiries more consistently, reduce avoidable contact and make it easier for customers to find and understand the information they need. You will work with a wide range of services and have the opportunity to introduce practical standards and ways of working that can deliver lasting improvements.

The post operates on a hybrid basis with an expectation to work from the office for a minimum of 40% of the contracted hours to facilitate networking, planned collaboration, meetings and service events.

To arrange an informal discussion about the role, email your request to Rachel Labas, Customer Experience Lead - Intelligence

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.