Do you want to improve government services for millions of citizens worldwide with strong content and smart customer journeys? As a Content Advisor at a public service provider, you use your expertise in content, web analysis, and user research to make digital services more accessible, understandable, and user-friendly. As a content advisor, you are part of the Customer Information cluster of one of the executive directorates of a main directorate.
You actively contribute to the further development of the organization's websites and the internal Knowledge Base, and to improving the overall service provision. You explicitly focus on improving the online customer journeys of their target groups. The main directorate provides consular services to citizens abroad and contributes to the regulation of foreign travel to the country. The work environment is dynamic and focused on improvement and innovation.
The main directorate consists of skilled and committed employees who work in executive, policy, and technical-substantive areas to provide good consular services worldwide, and the supporting processes required for this. The customer-oriented service directorate focuses on people who live, work, study, (re)emigrate, or stay abroad for holidays, and on non-citizens abroad who deal with the national government.
They help them with information, services, and products from an increasing number of government institutions. The service is always and everywhere accessible. Online via the websites, where extensive information can be found. Day and night, 7 days a week, a team of information officers is ready to answer customer questions via phone, WhatsApp, and email. They are supported by the editorial team, which ensures solid content online and in the knowledge base.
Last year, they received more than 80 million online visitors and answered almost 1 million customer questions via phone, WhatsApp, and email. This is an initiative of a ministry, stemming from a coalition agreement. Many different government institutions with customers abroad participate. It is a common platform for contacts with their customers who are abroad or planning to go abroad.
What you do
- You advise colleagues, managers, and external (national) government parties on improvements; quality, content, structure, accessibility requirements, findability, and alignment with the target group of websites.
- You propose new working methods/guidelines that improve content quality and ensure their implementation.
- You distribute, plan, and prioritize your own work and work within the team/project/product. You represent the organization in consultations and (user) meetings with internal and external parties regarding (improving) the quality of the websites.
- You prepare proposals and reports (memos) for staff, MT, relevant bodies, etc., and explain them where necessary in relevant meetings.
- You lead or participate in internal and external projects involving multiple parties.
- You guide editors and content advisors in applying quality frameworks.
- You apply web analysis and inform and advise owners based on the analyses.
- You identify information needs in the field of research and advise on this. You are involved where necessary in the organization, coordination, and execution of research.
- You evaluate research results, translate them into concrete advice and actions; communicate about this to stakeholders and monitor whether advice is applied and actions are carried out.
- You propose editorial solutions for wishes that do not fit within the existing functionalities on a website or magazine and identify problems.
- You organize, coordinate, and/or provide education and training/workshops/knowledge sessions for the editorial team.
- You keep professional knowledge up to date, follow developments and trends, and transfer them where necessary to relevant stakeholders (internal/external).
Profile
- University/HBO+ level of thinking and working.
- Knowledge of and experience with the creation of editorial (online) communication products.
- Proficient in reading, language, and writing, excellent command of the Dutch language.
- Knowledge of and experience with (organic) findability, metadata, accessibility (e.g., web guidelines 2.0), user-friendliness, comprehensibility, web analysis, and (user) research.
- Knowledge of target groups, how target groups process information, and societal developments.
- Skill in working with personas and customer journeys.
- Knowledge of and experience with government information and communication.
- Awareness of and understanding of political sensitivities and the functioning of politics.
- Skill in communicating with and advising internal and external clients.
- Skill in drafting advice, notes, reports, regulations, guidelines, etc.
- Skill in performing analyses, solving bottlenecks, and making improvement proposals.
- Possesses good advisory skills and can work project-based.
- Skill in identifying and analyzing information, developments, and problems.
- Skill in substantively explaining results and consequences.
- Skill in coaching editors.
How to apply
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