Digital Service Manager

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mySociety

WebsiteLinkedInAll Job Openings

11 - 50 employees

Secure and fair democracies need engaged and informed citizens. mySociety helps people be active citizens with technology, research and data used by individuals, journalists, and civil society in over 40 countries around the world.We build and share digital technologies across three interlinked practice areas, Democracy, Transparency and Community; each underpinned by research, sector building and appropriate commercial work. Founded in 2003, we are recognised as a global pioneer in the use of online technologies to help citizens perform civic and democratic tasks – helping establish the Civic Technology sector in the process. We work with digital technologies because they lower the barriers to taking the first civic or democratic steps in a citizen’s life, and can connect people and organisations at scale. Our aim is to enhance civic participation for millions of people, making it possible for them to collectively drive changes in the policy and practice of governments, and ultimately contribute to building effective, accountable and inclusive governance and more equitable, democratic and sustainable societies.Keep up with everything we do via our monthly newsletter: we promise it's always interesting. https://tinyurl.com/mysocietynewsletter

📋 Description

• Responsible for the day to day running and management of mySociety's online services. • Ensure our services run smoothly, with high-risk support cases identified and dealt with promptly and efficiently. • Maintain the high level of legal and governance compliance. • Manage frontline user support, picking up and resolving cases as necessary. • Ensure incoming support cases are triaged, prioritised, handled, and escalated appropriately. • Work closely with service/product area owners, helping them understand trends in use.

🎯 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. • 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. • Previous experience around Freedom of Information, media law, or moderating online communities. • Able to identify problems, document their causes and implement remedies. • Excellent people and communication skills and written English. • Comfortable in a remote workplace with a geographically distributed team and working with volunteers.

🏖️ Benefits

• This is a permanent role with a salary in the range of £45,000 to £55,000 (FTE) per year, plus pension (4% employer, 4% employee). • You can read more about what it’s like working at mySociety at https://www.mysociety.org/about/careers/culture/ • We want you to enjoy being a part of the mySociety team, so we’ll do everything we can to support you in making your job work for you. We’re always willing to discuss flexible hours or co-working spaces.