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Supporter database officer jobs in Birmingham

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The Churches Conservation Trust, Remote
£31,024 per annum, plus pension and benefits
Posted today
Closing in 7 days
Association of Breastfeeding Mothers, Remote
£26,500 - £28,000 per year
Posted 2 weeks ago Apply Now

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The Churches Conservation Trust, Remote
£31,024 per annum, plus pension and benefits
Posted today
Ronald McDonald House Charities UK, Birmingham (Hybrid)
£26,000 per year
Posted today Apply Now
Birmingham Women's and Children's Hospital Charity, Birmingham (Hybrid)
£30,869 - £33,294 per year
Posted 2 weeks ago Apply Now
Ronald McDonald House Charities UK, Birmingham (Hybrid)
£30,500 per year
Posted today Apply Now
Closing in 6 days
Architectural Heritage Fund, Remote
£38,000 - £42,000 per year
Posted 1 week ago
Page 1 of 3
Remote
£28,000 to £30,000 FTE (pro rata)
Part-time (Part time, 20 hours per week (4 hours per day))
Permanent
Job description

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)
Contract: Permanent
Closing Date: Sunday 3 May 2026
Interviews: Mid May via video

About the role

mySociety is a purpose-driven charity using digital tools to strengthen democracy and transparency. This role sits at the heart of user experience across key public-facing platforms.

You will manage a varied caseload of enquiries, ensuring users receive timely, clear and effective support while identifying and handling sensitive or high-risk cases appropriately.

Key responsibilities include:

· Managing incoming enquiries across services including FixMyStreet, TheyWorkForYou, WhatDoTheyKnow and WriteToThem

· 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 technical and programme teams

About you

You will be an organised and proactive individual with strong judgement and the ability to manage a high volume of enquiries.

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

· Excellent written communication skills with a clear and empathetic approach

· Experience managing multiple enquiries and meeting deadlines

· Strong organisational skills and attention to detail

· Confidence working remotely within a collaborative team

Desirable:

· Experience using helpdesk systems such as Zendesk or Freshdesk

· Experience supporting digital platforms or public-facing services

· Experience contributing to user guidance or knowledge bases

· Interest in civic technology or public interest services

About mySociety

mySociety is a purpose-driven charity that builds digital tools to help people engage in democracy, improve transparency and strengthen communities. They are a fully remote organisation with a collaborative, supportive culture and regular in-person team meetups.

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.

Please note this role is advertised by the recruitment agency acting for the client – Not For Profit People.

Organisation
mySociety View profile Organisation type Registered Charity Company size 21 - 50
Posted on: 07 April 2026
Closing date: 03 May 2026 at 23:30
Job ref: 8309
Tags: Advice / Information, Customer Service, CRM, Customer support, Data Analysis, Data Entry, Database Management, Information Management