Job Description
Department: Data, Digital & Technology
Contract type: Permanent
Salary Level: Circa £36,300 per annum
Location: Home Based (UK wide travel as required)
Reports To: Senior Project Manager
About this role:
The Product Support Specialist will play a key role in supporting the day-to-day operation, improvement, and effective use of NFCC’s digital platforms and services. Working within the Digital Transformation team, the postholder will act as a central point of coordination for business-as-usual support, helping to manage incoming queries, triage issues, maintain accurate records, and ensure that requests are responded to in a timely and structured way.
The role will work closely with the Senior Project Manager, Business Analyst, stakeholders, suppliers, and colleagues across the wider Data, Digital and Technology team to support the smooth running and ongoing improvement of NFCC’s digital products, including the website and other core platforms. This includes translating issues and requirements into clear tickets or briefs, supporting Agile ways of working, contributing to sprint and release activity, producing user guidance and training materials, supporting workshops where required, and helping to ensure that systems remain effective, user-focused, and aligned with organisational and fire sector needs.
What we are looking for:
We are looking for someone who is organised, proactive, digitally confident, and able to balance routine support activity with coordination across multiple systems and stakeholders. You will need to be comfortable handling queries, assessing issues, working with suppliers, and keeping accurate records, while also contributing to continuous improvement across our digital services.
The successful candidate will be expected to quickly build strong working knowledge of NFCC’s digital platforms and use this to support users, coordinate activity, and help improve the effectiveness of our systems and services.
What You’ll Bring:
* Experience supporting digital platforms such as websites, content management systems, CRMs, or community platforms (WordPress highly desirable).
* Experience working in a digital, product, platform, or business support role within a technology, digital delivery, or systems-based environment.
* Strong day-to-day support skills for digital platforms, including responding to queries, triaging issues, coordinating actions, and maintaining high standards of user support.
* Experience working with internal teams and external technical suppliers to progress issues and resolve defects or enhancement requests.
* Ability to assess issues, use sound judgement, and decide when matters can be resolved directly or escalated appropriately.
* Ability to translate user needs or problems into clear, concise tickets, briefs, or actions for technical teams.
* Confidence supporting or leading workshops where required to gather information, clarify issues, and help progress support or improvement activity.
* Excellent organisational skills, with the ability to manage competing priorities, handle reactive tasks, and maintain accurate support logs or trackers.
* Strong written and verbal communication skills, with confidence engaging both technical and non-technical audiences.
* Good digital confidence and the ability to quickly learn systems, processes, and user journeys.
* Experience using ticketing or workflow tools, such as Monday. com, Microsoft Planner, or similar platforms.
* Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and collaboration tools (SharePoint, Teams).
* Familiarity with Agile or sprint-based working environments.
* Experience of producing basic platform or website reporting, including use of tools such as Google Analytics, would be an advantage.
How to apply:
Please complete the application form via the ‘apply now’ button below. CV’s will NOT be accepted for this position.
Closing Date: 30th April 2026
Interviews: Week commencing 11th May 2026 (via Microsoft Teams)
NFCC is committed to safeguarding and promoting the welfare of children, young people and adults and will require a DBS check to be completed prior to commencing in post.
NFCC is committed to being an inclusive employer. We comply with the Equality Act 2010, and we believe that everyone deserves to work in safe environments that are free from bullying, harassment and discrimination, abuse, and harm, where they feel supported, welcome, and able to thrive.
NFCC acknowledges the duty of care to safeguard, protect and promote the welfare of children and vulnerable adults and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice, all staff are expected to share this commitment.