User Support Officer

User Support Officer

We are seeking a detail-focused User Support Officer to deliver high-quality support across digital public services.

Position: User Support Officer
Salary: £28,000 to £30,000 FTE, pro rata
Location: Remote, UK-based
Hours: Part time, 25 hours per week, 5 hours per day across 5 days
Contract: Permanent
Closing Date: Tuesday 15 September 2026

About the role

This is an opportunity to join a purposeful charity creating digital services that help break down barriers to democratic participation.

You will provide frontline support across a number of established citizen-facing digital services, as well as helping to manage incoming enquiries to the organisation.

You will manage a varied and high-volume caseload, ensuring users receive timely and effective support while recognising sensitive, high-risk or legally significant cases and escalating them appropriately.

Key responsibilities include:

• Managing, triaging and prioritising incoming enquiries across multiple digital services
• Providing clear and sensitive guidance to users, including those in difficult or complex circumstances
• Identifying safeguarding, data protection, legal or other high-risk issues
• Following enquiries through to resolution and maintaining accurate records
• Managing multiple open enquiries while keeping track of relevant statutory deadlines
• Identifying recurring issues and contributing to service improvements
• Updating help pages, internal guidance and standard responses
• Working collaboratively with technical and non-technical colleagues

About you

You will be a proactive self-starter with excellent judgement, organisation and attention to detail.

You will have:

• Experience providing user support within an online, digital or information-intensive environment
• Experience managing a high volume of enquiries
• Ability to recognise sensitive or high-risk cases and take appropriate action
• Familiarity with data protection principles in a support or case-handling setting
• Strong written communication skills with a clear and empathetic approach
• Confidence working independently and knowing when to escalate
• Ability to work effectively within a remote team

Experience using helpdesk systems such as Freshdesk or Zendesk, supporting digital public services, or contributing to user guidance or knowledge bases would be advantageous.

About the organisation

This is a small, purposeful charity that creates and runs digital services designed to support democratic participation, public engagement and access to information.

The organisation is digital-first and entirely remote, with colleagues able to work from anywhere in the UK and coming together for quarterly in-person team meetings. Flexible hours and co-working arrangements can also be discussed.

Other roles you may have experience of could include: User Support Officer, Customer Support Officer, Case Officer, Caseworker, Information Officer, Customer Experience Advisor, Complaints Officer, Service Support Officer, Public Services Advisor, Digital Support Officer.

Please note this role is advertised by the recruitment agency acting for the client - Not For Profit People.