User Support Officer
Quick answer
mySociety is hiring a remote User Support Officer (UK-based) with a salary range of £28,000 to £30,000 (FTE) per year to provide user support for various citizen services.
- Role
- User Support Officer
- Organization
- mySociety
- Location
- UK-based, remote
- Work setup
- Remote
- Level
- Entry
- Compensation
- £28,000 to £30,000 (FTE) per year, plus pension (4% employer, 4% employee)
- Category
- Communications & Marketing
The role
The User Support Officer role involves providing frontline user support for various citizen services, managing incoming support demand, and ensuring issues are resolved effectively.
What you'll do
- 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
- Maintain and update help pages, internal guidance and canned responses so that common enquiries can be handled consistently and efficiently
What it takes
- Experience providing excellent user support, ideally in an online platform, or information-intensive environment
- Able to recognize 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
What you'll bring
How we treat you
Pension (4% employer, 4% employee)
Frequently asked questions
Where is the job located?
The job is based in the UK and is remote.
What is the compensation?
The compensation is £28,000 to £30,000 (FTE) per year, plus a 4% employer and 4% employee pension.
What are the key qualifications required?
Key qualifications include experience in user support, data protection principles, strong written communication skills, and the ability to handle volume of work.
How do I apply?
Apply by submitting a CV and covering letter, and answering 4 specific questions related to the role. The application deadline is Tuesday 15 September 2026.
Is the role remote?
Yes, the role is remote and you can work from anywhere in the UK.
How to apply
Apply directly on mySociety's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on mySociety's official posting before applying.