User Support Administrator - IPS Grow

Hybrid UK, London Bridge SE1 with a mix of remote and office working Social Finance

Permanent contract

Join IPS Grow as a User Support Officer and play a key role in supporting digital tools that help expand evidence-based employment services across NHS mental health and substance use programmes nationwide.

Deadline: 9th August 2026

• London
• Full-time

Job overview

IPS Grow is seeking a User Support Officer to own and develop the user support function for its digital performance platform. Working with both internal colleagues and external service providers, you will ensure users receive excellent support, help organisations make effective use of data, and contribute to the continuous improvement of a platform that supports the growth of Individual Placement and Support (IPS) services across England.

Role

The User Support Officer is responsible for delivering high-quality user support across the IPS Grow digital platform. Acting as the primary contact for user enquiries, you will manage ticketing processes, provide training and guidance, monitor support performance, and identify opportunities to enhance both user experience and platform functionality. This is an excellent opportunity for a proactive early-career professional to develop expertise in user support, data reporting, and digital service improvement within a mission-driven organisation.

Responsibilities

• Manage the support inbox and ticketing system, ensuring timely resolution of user enquiries.
• Act as the first point of contact for internal and external platform users.
• Triage, prioritise and resolve support requests, escalating complex issues where appropriate.
• Deliver one-to-one support, user training sessions and provider drop-ins.
• Develop and maintain user guidance materials, FAQs and knowledge resources.
• Build strong relationships with service providers and internal stakeholders.
• Monitor and report on support KPIs, including ticket volumes, response times and SLA performance.
• Analyse trends and recurring issues to generate actionable insights.
• Continuously improve support processes, workflows and user experience.
• Feed user feedback and requirements into ongoing platform development.

The person

We are looking for an organised, customer-focused and proactive individual with strong communication and problem-solving skills. You will be confident supporting users with varying levels of technical knowledge, comfortable working with data and performance metrics, and motivated by improving services that create positive social impact. Experience with customer support, ticketing systems or digital platforms is desirable but not essential; more important is a willingness to learn, take ownership, and build strong relationships with colleagues and stakeholders.