User Support Officer
Employer: MySociety
Location: Remote, UK-based
Working hours: Part time, 20 hours per week (4 hours per day)
Salary: £28,000 to £30,000 FTE (pro rata)
Closing date: Sunday 3 May 2026
-
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.
The Work From Home Hub is dedicated to finding and sharing remote and hybrid job opportunities across the UK. The content available on theworkfromhomehub.co.uk is intended for general informational purposes only. While we strive to ensure the information provided is accurate and reliable, we make no guarantees or warranties, expressed or implied, regarding the accuracy, adequacy, validity, reliability, availability, or completeness of the information presented on our site.
Get ongoing support throughout your job search with The Work From Home Hub’s on‑demand Q&A service.
When you join The WFH Hub blog, you gain access to a private Facebook group where you can ask job‑search questions every week, plus over 70 helpful blog posts - all for a one‑time fee of £5.
Whether you need help checking a detail in a job advert, getting a bit of encouragement before an interview, wondering what questions you might be asked, or figuring out where to look for part‑time, evening or term‑time roles, it’s a space designed to support you throughout your search.
This page may contain adverts for products and services tailored to those seeking homebased roles or already working remotely. These adverts help The Work From Home Hub source and share more job opportunities to our community. Support our mission - become a partner today.