Job Description
User Support Officer
We are seeking a detail-focused User Support Officer to deliver high-quality support across digital public services in a fully remote, flexible role.
Position: User Support OfficerSalary: £28,000 to £30,000 FTE (pro rata)Location: Remote, UK-basedHours: Part time, 20 hours per week (4 hours per day)Contract: PermanentClosing Date: Sunday 3 May 2026Interviews: Mid May via video
About the role
This is an opportunity to join a purpose-driven organisation delivering digital services that support public engagement and access to information.
You will manage a varied caseload of user enquiries, ensuring a high standard of support while identifying and handling sensitive or high-risk cases appropriately.
Key responsibilities include:
* Managing incoming enquiries across multiple digital platforms
* Triaging, prioritising and responding to user queries efficiently
* Identifying and escalating high-risk, safeguarding or data protection issues
* Providing clear guidance to users, including those in complex or difficult situations
* Maintaining accurate records and ensuring enquiries are followed through to resolution
* Identifying trends or recurring issues to support service improvements
* Updating help content, guidance and internal documentation
* Working collaboratively with internal teams
About you
You will be confident managing high volumes of enquiries while maintaining accuracy and attention to detail.
You will have:
* Experience providing user support within digital or information-heavy environments
* Ability to recognise and manage sensitive or high-risk cases
* Knowledge of data protection principles in a support or case-handling setting
* Strong written communication skills with a clear and empathetic approach
* Experience managing multiple enquiries and meeting deadlines
* Good organisational skills and attention to detail
* Ability to work effectively in a remote team
Desirable:
* Experience using helpdesk or ticketing systems
* Experience supporting online platforms or digital services
* Experience contributing to user guidance or knowledge bases
* Interest in public service or digital access to information
About the organisation
This organisation is a purpose-driven charity that develops digital tools to support public engagement, transparency and community collaboration. They operate as a fully remote team with a flexible and supportive working environment.
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, Community Support Officer. #INDNFP
Please note this role is advertised by the recruitment agency acting for the client – Not For Profit People.