User Support Administrator - IPS Grow

We have an exciting opportunity to join the IPS Grow team, supporting the delivery of high-quality, evidence based employment services across health systems.

Published: 21 July 2026

Salary: £33,000
Location: Hybrid UK, London Bridge SE1 with a mix of remote and office working
Closing date: 9 August 2026

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 User Support & Ticket Management

• 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.