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For Companies At a Glance
- Tasks: Manage and improve knowledge bases for quick customer support.
- Company: Join a forward-thinking company focused on customer self-service.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make complex topics easy to understand and enhance user experience.
- Qualifications: Strong writing skills and ability to simplify technical content.
- Other info: Collaborative environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
The Information Officer plays a key role in delivering our customer self-service strategy. You’ll manage and improve the structure, accuracy, and usability of our knowledge bases so that customers can find answers quickly and our service teams can provide fast, consistent support. This role suits someone who enjoys organising information, writing clear and user-friendly content, and collaborating with subject matter experts to make complex topics easy to understand.
Key Responsibilities
- Capture and structure information from demos, customer queries, and product updates in a clear, accessible format.
- Create and maintain articles, FAQs, guides, release notes, and troubleshooting content that follow our writing and formatting standards.
- Work closely with product managers, business analysts, service desk staff, and other experts to ensure content accuracy and consistency.
- Review and quality-check content regularly to maintain clarity, brand alignment, and accessibility compliance.
- Facilitate content clinics and feedback sessions with support teams to identify common queries and turn them into actionable knowledge articles.
- Manage the structure and usability of the knowledge portals, focusing on taxonomy, accessibility, and searchability.
- Track and analyse content performance (traffic, engagement, search success, and deflection rates) to identify opportunities for improvement.
- Update content based on user feedback and data insights to close knowledge gaps.
- Maintain governance standards for content, including version control, review cycles, and archiving.
- Communicate updates, best practices, and new resources to stakeholders across the business.
- Support continuous improvement by sharing knowledge management best practices and promoting high-quality content standards.
Skills, Knowledge and Expertise
- Excellent written English with the ability to create clear, concise, and accurate online content.
- Skilled at proofreading and ensuring technical and editorial accuracy.
- Able to translate complex financial or technical concepts into plain language.
- Good understanding of document lifecycle management — including review, approval, and retirement of content.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Copilot) and experienced with content authoring tools.
- Strong organisational and time management skills with the ability to prioritise multiple projects.
- Confident communicator and collaborator, able to work effectively with colleagues across teams.
- Awareness of GDPR, data protection, and accessibility standards relevant to finance and education.
- Comfortable working independently and taking ownership of deliverables.
- Experience with knowledge base platforms such as ServiceNow or SharePoint.
- Familiar with document control processes and archiving.
- Understanding of finance management systems in the education sector (e.g. accounts payable, receivable, VAT, reporting).
- Experience leading or contributing to content improvement sessions or training.
- Interest in AI and emerging trends in knowledge management.
- Ability to facilitate training, feedback sessions, and content clinics to support continuous improvement.
Information Officer - one year FTC employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Officer - one year FTC
✨Tip Number 1
Network like a pro! Reach out to people in your field on LinkedIn or through professional groups. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their goals, especially in managing and improving knowledge bases.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience with content creation.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate your interest in helping improve their customer self-service strategy.
We think you need these skills to ace Information Officer - one year FTC
Some tips for your application 🫡
Show Off Your Writing Skills: Since the role is all about creating clear and concise content, make sure your application showcases your writing prowess. Use simple language, avoid jargon, and demonstrate your ability to explain complex topics in an easy-to-understand way.
Tailor Your Application: Don’t just send a generic CV and cover letter! Tailor your application to highlight your experience with knowledge management and content creation. Mention specific tools you've used and how they relate to the job description.
Highlight Collaboration Experience: We love team players! Make sure to mention any past experiences where you collaborated with others, especially in creating or improving content. This shows you can work well with product managers and service teams, which is key for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter!
How to prepare for a job interview at ParentPay Group
✨Know Your Stuff
Before the interview, dive deep into the job description and understand the key responsibilities. Familiarise yourself with knowledge management concepts and tools like ServiceNow or SharePoint. This will help you speak confidently about how your skills align with the role.
✨Showcase Your Writing Skills
Since the role requires excellent written English, prepare a portfolio of your previous work. Bring examples of clear, concise content you've created, such as articles or guides. Be ready to discuss your writing process and how you ensure accuracy and clarity.
✨Be a Team Player
Collaboration is key in this role, so think of examples where you've worked effectively with others. Prepare to share experiences where you’ve facilitated feedback sessions or content clinics, highlighting how you turned complex topics into user-friendly content.
✨Stay Current and Curious
Demonstrate your interest in emerging trends in knowledge management and AI. Research recent developments in the field and be prepared to discuss how they could impact the role. Showing that you're proactive about learning will impress your interviewers.
