Digital Service Manager

Summary

Join mySociety, a digital-first charity, as their Digital Service Manager! Manage and improve their high-volume online services, including WhatDoTheyKnow, FixMyStreet, TheyWorkForYou, and WriteToThem. Ensure smooth service operation, high-risk issue resolution, and legal compliance. Lead and motivate a team of user support staff and volunteers. Contribute to service improvements and work closely with stakeholders. This is a full-time, remote position based anywhere in the UK, offering a competitive salary and benefits.

Requirements

• Experience managing complex, high-volume digital services
• Proactive and organised, with sound judgement and ability to make good decisions in dynamic and ambiguous environments
• Goal driven and autonomous, motivated by improving service, quality and efficiency
• Skilled in overcoming operational constraints to deliver a successful service
• High level of understanding of the GDPR act and handling information rights requests
• Experienced in meeting the needs of users
• Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the organisation
• Applies strategic thinking in how to provide the best service for the end user
• Previous experience around Freedom of Information, media law or moderating online communities
• Able to identify problems, document their causes and implement remedies
• Understands how problems fit into the bigger picture, and builds problem-solving capabilities in others
• Able to develop a long-term vision and objectives
• Discerning and disciplined in focusing on what is important and most relevant, taking into account the wider context
• Excellent people and communication skills and written English
• Comfortable in a remote workplace with a geographically distributed team and working with and supporting volunteers

Responsibilities

• Ensure our services run smoothly, with high-risk support cases identified and dealt with promptly and efficiently
• Ensure our frontline user support staff and volunteers are 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
• 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 volunteers and mySociety staff to keep track of any follow-up actions to fully resolve them
• Manage the pool of staff and expert volunteers who contribute to frontline user support, picking up and resolving cases as necessary, handling escalations and ensuring cover, and creating a productive, motivating and safe environment for them 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
• Ensure that we have adequate policies, processes and systems in place for operating our services
• Ensure that we comply with relevant legislation and legal obligations in the running of our services
• Manage day-to-day risk, keeping mySociety senior management team up to date and informed of the running of the service and any relevant issues
• Raise any data protection challenges and changes required and ensure that they are followed up on and resolved
• Schedule, prepare agendas for, and facilitate regular calls across various operational and strategic areas and produce reports on service use as required

Benefits

• Pension (4% employer, 4% employee)
• Flexible hours
• Co-working spaces