User Support Officer

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 Officer
Salary: £28,000 to £30,000 FTE (pro rata)
Location: Remote, UK-based
Hours: Part time, 20 hours per week (4 hours per day)
Contract: Permanent
Closing Date: Sunday 3 May 2026
Interviews: 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.