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

mySociety is a purpose-driven charity using digital tools to strengthen democracy and transparency. This role sits at the heart of user experience across key public-facing platforms.

You will manage a varied caseload of enquiries, ensuring users receive timely, clear and effective support while identifying and handling sensitive or high-risk cases appropriately.

Key responsibilities include:

Managing incoming enquiries across services including FixMyStreet, TheyWorkForYou, WhatDoTheyKnow and WriteToThem

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 technical and programme teams

About you

You will be an organised and proactive individual with strong judgement and the ability to manage a high volume of enquiries.

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

Excellent written communication skills with a clear and empathetic approach

Experience managing multiple enquiries and meeting deadlines

Strong organisational skills and attention to detail

Confidence working remotely within a collaborative team

Desirable:

Experience using helpdesk systems such as Zendesk or Freshdesk

Experience supporting digital platforms or public-facing services

Experience contributing to user guidance or knowledge bases

Interest in civic technology or public interest services

About mySociety

mySociety is a purpose-driven charity that builds digital tools to help people engage in democracy, improve transparency and strengthen communities. They are a fully remote organisation with a collaborative, supportive culture and regular in-person team meetups.

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.