User Support Officer

User Support OfficerWe 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 videoAbout the roleThis 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 platformsTriaging, prioritising and responding to user queries efficientlyIdentifying and escalating high-risk, safeguarding or data protection issuesProviding clear guidance to users, including those in complex or difficult situationsMaintaining accurate records and ensuring enquiries are followed through to resolutionIdentifying trends or recurring issues to support service improvementsUpdating help content, guidance and internal documentationWorking collaboratively with internal teamsAbout youYou 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 ..... full job details .....