At a Glance
- Tasks: Support users of a digital platform, manage queries, and improve user experience.
- Company: Join IPS Grow, a mission-driven programme enhancing employment services in health systems.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Flexible working options available; we value diversity and inclusion.
- Why this job: Make a real difference in mental health support while developing your skills.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
The predicted salary is between 33000 - 33000 £ per year.
We have an exciting opportunity to join the IPS Grow team, supporting the delivery of high-quality, evidence based employment services across health systems.
IPS Grow is a well established programme led by Social Finance and funded by NHS England, the Office for Health Improvement and Disparities (OHID) and the Department for Work and Pensions (DWP), supporting the expansion of Individual Placement and Support (IPS) services across mental health and drug and alcohol teams. As part of this work, we operate a digital platform that generates insights on the performance of IPS services and equips IPS Grow to provide them tailored support.
We are looking for a User Support Officer to take ownership of the user support function for the platform - ensuring that both external providers and internal colleagues are effectively supported to use the system and that common issues and areas for improvement are identified, and that the system better meets current and emerging needs. This is a great opportunity for someone with early career experience and skills in engaging and supporting customers with data reporting, ideally within a mission driven organisation. You will gain hands on experience managing support operations, working with a range of internal and external stakeholders, and contributing to the improvement of a live digital platform.
The role will manage the ticketing system and support inbox, resolve the majority of user queries end to end, deliver user training & guidance, and act as the key link between users and the wider data & digital workstream.
Please note, this role is not able to be open to visa sponsorship.
The team IPS Grow is a national programme designed to support the expansion of Individual Placement and Support (IPS) services in mental health, primary care, and drug and alcohol teams across England. The programme is led by Social Finance in partnership with the Centre for Mental Health. It is funded by NHS England (NHSE), the Department for Work and Pensions (DWP), and Office for Health Improvement and Disparities (OHID).
Key responsibilities
- Manage the Freshdesk ticketing system (or equivalent) and shared support inbox on a daily basis
- Act as the first point of contact for all user queries, both internal and external
- Triage and prioritise tickets, ensuring accurate categorisation and clear audit trails
- Resolve the majority of queries directly, escalating only complex or technical issues where necessary
- Ensure all tickets are resolved within defined SLA timelines
- Maintain clear, professional, and timely communication with users throughout
- Deliver 1:1 support and facilitate regular provider drop in sessions
- Support users to upload data, navigate the platform, and resolve common issues
- Build strong relationships with IPS providers and internal support leads, and a strong understanding of their needs and context
- Produce and maintain clear user guidance, FAQs, and support materials
- Identify recurring issues and proactively reduce future demand through guidance or process improvements
Performance Monitoring & Insights
- Track and report on key user support KPIs across: Ticket volumes and resolution rates, SLA compliance and performance by priority, Response and resolution times, Trends, risks, and recurring issues
- Produce regular reporting and highlight actionable insights to the wider team
- Use data to inform improvements to user support and platform usage
- Take ownership of high quality delivery within the user support function and continuously improve how it operates
- Refine ticket categorisation, workflows, and escalation processes
- Suggest and implement practical improvements to user experience
- Support ongoing system development by feeding in user frictions and requests
- Ensure the knowledge base surrounding the platform remains up to date and easily accessible to internal and external users
About you
This role is well suited to someone at an early stage in their career who is organised, personable, and eager to learn. You are not expected to arrive with a full skillset - we encourage you to apply if you can demonstrate strong potential in the areas below.
Communication & Relationship Building
- Strong communicator, able to support users with varying levels of technical confidence
- Friendly, approachable, and patient, with the ability to build trust quickly
- Empathetic and able to understand the pressures on frontline NHS and IPS staff
- Comfortable engaging with both internal colleagues and external providers in a professional, supportive manner
Ownership & Reliability
- Takes ownership of tasks and sees issues through to resolution
- Highly organised, with the ability to manage competing priorities and meet SLA deadlines
- Consistent and dependable in managing day to day support activity
Problem Solving & Proactivity
- Practical, solutions focused approach to resolving user issues
- Able to identify patterns in queries and take action to reduce recurring problems
- Proactive in improving processes and user experience
Analytical & Technical Confidence
- Comfortable working with data, metrics, and performance reporting
- Able to interpret trends and generate meaningful insights
- Confident picking up new systems and tools
- Experience with ticketing systems (e.g. Freshdesk) is desirable but not essential
- Familiarity with Salesforce and/or reporting tools is an advantage
Equity, Diversity & Inclusion
We actively encourage applications from under represented and minoritised groups, including those with lived experience of the social issues we are working to address. We are an equal opportunities employer.
Flexible working
We support a range of flexible working options and welcome UK based applications from outside of London/the Southeast so far as they can meet the in person meeting requirements for the role. We can also accommodate secondments and part time working.
User Support Administrator - IPS Grow employer: Social Finance Ltd
At Social Finance, we pride ourselves on being an exceptional employer that champions human-centred design to drive meaningful social change. Our inclusive work culture fosters collaboration and innovation, providing ample opportunities for professional growth and mentorship within a dedicated team of change-makers. Located in the vibrant area of London Bridge, we offer flexible working arrangements and a commitment to equity, diversity, and inclusion, making it an ideal place for passionate individuals to thrive and make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land User Support Administrator - IPS Grow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Social Finance Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Social Finance Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace User Support Administrator - IPS Grow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Social Finance Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Social Finance Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Social Finance Ltd!
How to prepare for a job interview at Social Finance Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
