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For Companies At a Glance
- Tasks: Manage and improve knowledge bases for quick customer support and self-service.
- Company: Join a forward-thinking company focused on customer service excellence.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make information accessible and impactful while collaborating with experts.
- Qualifications: Strong writing skills and ability to simplify complex topics.
- Other info: Dynamic role with a focus on continuous improvement and innovation.
The predicted salary is between 30000 - 42000 £ 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.
- Aware 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 in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to people in your field on LinkedIn or at industry events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your best work. This is a great way to demonstrate your expertise and make a lasting impression.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to landing that dream job!
We think you need these skills to ace Information Officer - one year FTC in London
Some tips for your application 🫡
Show Off Your Writing Skills: Since the role is all about creating clear and user-friendly content, make sure your application showcases your writing prowess. Use concise language and demonstrate your ability to explain complex topics simply.
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. We want to see how you can contribute to our customer self-service strategy.
Highlight Collaboration Experience: This role involves working closely with various teams, so share examples of how you've collaborated with others in the past. Show us that you can communicate effectively and work well in a team environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, you’ll get to see more about what we do 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, especially how to structure and improve content. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Writing Skills
Since the role requires excellent written English, prepare a portfolio of your best writing samples. Bring examples of clear, concise content you've created, like articles or guides. Be ready to discuss your writing process and how you ensure accuracy and clarity in your work.
✨Collaborate Like a Pro
Highlight your experience working with different teams, such as product managers and service desk staff. Prepare examples of how you've collaborated to create or improve content. This will demonstrate your ability to work effectively across departments, which is crucial for this role.
✨Be Data-Driven
Familiarise yourself with how to track and analyse content performance. Be prepared to discuss any tools you've used to measure engagement and identify areas for improvement. Showing that you can use data to inform your content strategy will set you apart from other candidates.
