Information Officer - one year FTC

ParentPay Limited; Remote; GBP 40,000 - 50,000; Full time

Job summary

A leading education technology firm is seeking an Information Officer for a one-year contract to enhance customer self-service through effective knowledge management. The ideal candidate will be skilled in creating user-friendly content, managing knowledge bases, and collaborating with teams to ensure clarity and accuracy of information. This remote position demands excellent writing skills, a good understanding of documentation processes, and the ability to work independently while driving continuous improvement in content standards.

Qualifications

• Create clear, concise, and accurate online content.
• Translate complex financial or technical concepts into plain language.
• Manage document lifecycle including review and retirement of content.

Responsibilities

• Capture and structure information from various sources.
• Create and maintain articles, FAQs, guides, and troubleshooting content.
• Review and quality-check content for clarity and compliance.
• Facilitate content clinics and feedback sessions.
• Track content performance metrics for improvement.
• Communicate updates and best practices to stakeholders.

Skills

Excellent written English

Proofreading skills

Ability to simplify complex concepts

Understanding of document lifecycle management

Proficient in Microsoft Office

Strong organisational skills

Confident communicator

Awareness of GDPR and data protection

Experience with knowledge base platforms

Understanding of finance management systems

Tools

Microsoft Office

ServiceNow

SharePoint

Job description

Information Officer - one year FTC

Department: Product

Employment Type: Contract

Location: Remote, UK

Description

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.