Digital Service Manager, mySociety (Remote UK based)

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 Digital Service Manager who has experience managing complex, high-volume digital services. The ideal candidate will have a high level of understanding of data protection legislation, media law, moderating online communities and a passion for Freedom of Information.

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 Service Manager is responsible for the day to day running and management of mySociety’s online services, including WhatDoTheyKnow, FixMyStreet, TheyWorkForYou and WriteToThem. WhatDoTheyKnow, as our biggest transactional service, represents the vast majority of the work.

They have overall responsibility across all our services for user support, handling rights-based requests, ensuring queries from the routine to the complex get resolved appropriately and providing front line support for complex priority issues, and wider governance, including risk management and escalation, understanding key legislation and implementing related policies, processes, monitoring and reporting where relevant.

The role is both hands-on and strategic, requiring understanding of technical information and legislation and proactive consultation with the wider team and external stakeholders. The role holder will manage a User Support Officer and have the support of the WhatDoTheyKnow volunteer team, and work closely with other roles to share feedback on how the services are running and contribute to ideas for improvement.

This is a full-time role to start as soon as possible.

No recruiters or agencies, please.

What does the role involve?

• Ensure our services run smoothly, with high-risk support cases identified and dealt with promptly and efficiently
• Ensure everyone contributing to  frontline user support is productive and motivated in supporting our users
• Maintain the high level of legal and governance compliance we have within the services, ensuring processes and procedures are fit for purpose and regularly reviewed
• Contribute to the ongoing improvement of our services, identifying opportunities to advocate for and support their use

User support and operations

• Ensure incoming support cases are triaged, prioritised, handled and escalated appropriately

• Ensure high-risk cases and cases with legal obligations are tracked and resolved within deadlines, managing further escalation and response as required (e.g. GDPR rights based requests, Online Safety Act reports, etc)

• Ensure all other issues are routed and dealt with in the most appropriate and efficient way, coordinating with others to keep track of any follow-up actions to fully resolve them

• Manage frontline user support, picking up and resolving cases as necessary, handling escalations and ensuring cover, and creating a productive, motivating and safe environment for the people who contribute to frontline support to work in

• Coordinate and optimise our user support processes across our services

• Work closely with service/product area owners, helping them understand trends in use, and identifying areas for improvement

• Contribute to the improvement of our help and support pages on how best to use the services for impactful outcomes

Governance

• Ensure that we have adequate policies, processes and systems in place for operating our services

• Ensure that we comply with relevant legis…