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 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 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
