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.

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