About this role
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, split across 5 days) 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 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 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 environmentsAbility to recognise and manage sensitive or high-risk casesKnowledge of data protection principles in a support or case-handling settingStrong written communication skills with a clear and empathetic approachExperience managing multiple enquiries and meeting deadlinesGood organisational skills and attention to detailAbility to work effectively in a remote team Desirable:
Experience using helpdesk or ticketing systemsExperience supporting online platforms or digital servicesExperience contributing to user guidance or knowledge basesInterest 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.