User Support Officer

About the Role

mySociety is a small, purposeful charity which creates and runs digital services that break down barriers to democratic participation, equipping people to take action and drive meaningful change. We’re looking for a User Support Officer who has experience working with complex, high-volume digital services and an eye for detail. The ideal candidate will be a self starter, have experience working with high risk cases, involving data protection and information rights, in a user support environment.

You’ll be working as part of a nimble, digital-first, and entirely remote team - you can work from anywhere in the UK! You will have the opportunity to meet your colleagues face to face at our quarterly in person team meetings.

The User Support Officer provides frontline user support for some of our key citizen services: FixMyStreet, TheyWorkForYou, WhatDoTheyKnow and WriteToThem; as well as overseeing and managing mySociety incoming enquiries. The User Support Officer handles a varied daily caseload, triaging and responding to user queries, identifying high-priority cases, and escalating where appropriate to ensure issues are resolved effectively.

What does the role involve?

• Ensure users receive timely, effective user support.
• Manage incoming support demand, ensuring all enquiries are triaged, prioritised appropriately and progressed without delay.
• Ensure high-risk, sensitive, or legally significant cases are identified and handled or escalated appropriately.
• Ensure all work is carried out in line with data protection law and mySociety policies.
• Communicate and act on recurring issues and gaps in internal and external guidance to inform service improvement.

User support

• Manage incoming enquiries across WhatDoTheyKnow, FixMyStreet, WriteToThem and TheyWorkForYou, reviewing, prioritising, and responding to requests in a timely and consistent manner.
• Provide clear, appropriate guidance to users navigating the services, including people who are confused, frustrated, or in difficult personal circumstances.
• Follow enquiries through to resolution, maintaining clear communication with users and keeping accurate records of actions taken.
• Recognise when an enquiry involves sensitive personal information, potential safeguarding concerns, legal risk, or data protection considerations and act appropriately.
• Handle personal and sensitive information with discretion, in line with data protection requirements and mySociety's internal policies.
• Identify recurring issues or patterns in user enquiries and flag these to the Digital Service Manager and programme teams.
• Maintain the accuracy of key service data, including contact details for public authorities and elected representatives.
• Coordinate with colleagues across programme or technical teams as needed.

Documentation and continuous improvement

• Maintain and update help pages, internal guidance and canned responses so that common enquiries can be handled consistently and efficiently.
• Contribute to improving support processes and user guidance.
• Ensure support records are maintained in an organised and accessible way within the helpdesk system.

Requirements

Essential

• Experience providing excellent user support, ideally in an online platform, or information-intensive environment.
• Able to recognise when an enquiry is sensitive or high risk and take appropriate action.
• Familiarity with data protection principles in a support or case-handling context.
• Strong written communication skills, with the ability to respond clearly and sensitively across a wide range of enquiry types and user situations.
• Experience working at volume: able to manage a high number of open enquiries simultaneously without losing track of statutory deadlines.
• Sound judgement about when to act independently and when to escalate.
• Proactive self starter, with good organisational skills.
• Comfortable working remotely and collaboratively with colleagues across technical and non-technical teams.

Desirable

• Experience using helpdesk or ticketing systems (for example Freshdesk or Zendesk).
• Experience supporting users of online platforms or digital public services.
• Experience contributing to help documentation, knowledge bases, or user guidance.
• Experience working with volunteer communities or platforms hosting user-generated content.
• An interest in freedom of information, civic technology, or public interest digital services.

Benefits

This is a permanent role with a salary in the range of £28,000 to £30,000 (FTE) per year, plus pension (4% employer, 4% employee).

You must be based in the UK and you need to have the right to work in this country (sorry, but we can’t offer help with visas or relocation expenses).

We want you to enjoy being a part of the mySociety team, so we’ll do everything we can to support you in making your job work for you. We’re always willing to discuss flexible hours or co-working spaces. Wherever you are in the UK, and however you want to work, we’ll do our best to make sure you have everything you need to do your job well.