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Page 25 of 39
Remote
£45,000 – £55,000 per year
Full-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Digital Service Manager
mySociety


Remote
£45,000 – £55,000 per year
Full-time
Permanent

 

Job description

mySociety is a small, purposeful charity that uses digital tools to help people participate more fully in democracy, make governments and society more transparent, and work together to address big societal challenges. We’re looking for a Digital Service Manager to lead the day-to-day operations of our high-impact, high-volume online services – including WhatDoTheyKnow, FixMyStreet, TheyWorkForYou and WriteToThem.

This is a vital and hands-on role, responsible for making sure these services run smoothly, are compliant with key legal frameworks like GDPR and the Online Safety Act, and that complex user support cases are handled with care and accuracy. You’ll lead on governance and risk management, support a volunteer team, and work closely with product and support staff to make sure our users’ needs are consistently met.

You'll be joining a nimble, digital-first, and entirely remote team – this post is fully remote, so you can work from anywhere in the UK! You’ll also have the opportunity to connect with colleagues face-to-face at our quarterly in-person team meetups.

We’re looking for someone with a strong background in managing digital services, who’s confident with complex support workflows and has a passion for improving services that make a difference. You’ll need excellent communication skills, strategic thinking, and a solid understanding of data protection and information rights.

No recruiters or agencies, please.

 

What does the role involve?

  • Keep our services running smoothly, ensuring high-risk or complex support cases are identified and resolved quickly and effectively
  • Lead and motivate our user support staff and expert volunteers, creating a productive and supportive environment
  • Maintain our strong record of legal and governance compliance across services
  • Contribute to the ongoing improvement and development of our services, helping them remain useful, impactful, and aligned with user needs

 

User support and operations

  • Triage, prioritise and manage all incoming support queries across services
  • Ensure time-sensitive and legally significant cases (e.g. GDPR requests, Online Safety Act reports) are tracked, escalated, and resolved appropriately
  • Manage our support workflows and volunteer contributions to deliver timely, high-quality assistance
  • Collaborate with product and service owners to share insights and identify areas for improvement
  • Help improve help guides and user-facing support documentation

 

Governance

  • Maintain and update service policies, processes, and risk management protocols
  • Ensure compliance with relevant laws and standards (including GDPR and media law)
  • Monitor risk and report issues to senior management
  • Coordinate regular internal meetings, reporting on service performance and operational updates

 

Requirements

We think this position would suit you best if you have some or all of the following:

  • Experience managing complex, high-traffic digital services
  • Strategic thinker with strong judgement and ability to manage ambiguity
  • Passion for quality and service improvement
  • Excellent understanding of GDPR and experience handling rights-based requests
  • Familiarity with Freedom of Information, media law, or moderating online communities
  • Skilled in identifying and solving problems and improving systems
  • Excellent communication and stakeholder management skills
  • Comfortable working in a remote team and supporting volunteers

Not sure you meet every requirement? Please apply anyway! We support learning on the job and adapt roles to match the strengths of the right candidate.

Benefits

This is a permanent role with a salary in the range of £45,000 to £55,000 per year, plus pension (4% employer, 4% employee).

You must be based in the UK and have the right to work here – unfortunately, we can't provide visa sponsorship or relocation support.

We’re committed to supporting flexible working – wherever you are in the UK, we’ll help you find the working setup that suits you best.

 

Deadlines and dates

· Applications close: Thursday 15 May 2025

· Interviews: Mid to end of May (via video call)

· We aim to inform applicants about interview shortlisting by mid-May.

 

Application instructions

Your application should consist of a CV and covering letter. We’ll rely on your covering letter to show us why your skills make you a good fit for this role when we are shortlisting candidates, so take your time getting it right.

We will anonymise all applications before shortlisting. Please don’t include names or contact details in your CV or cover letter. The application process will be through out workable system.

We especially welcome applications from candidates with Black, Asian, or other Minority Ethnic heritage, as part of our commitment to improving diversity within our team.

 

Please note: This role is being advertised by NFP People on behalf of our client.

Posted by
mySociety View profile Organisation type Registered Charity Company size 21 - 50
Posted on: 17 April 2025
Closing date: 15 May 2025 at 23:30
Job ref: 7157
Tags: IT, Project Management, Digital, CRM, Data Analysis, Data Entry, Data Protection, Database Management, Information Management