IPS Grow, 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), supports the expansion of Individual Placement and Support (IPS) services across mental health and drug and alcohol teams. The programme operates a digital platform that generates insights on the performance of IPS services. Social Finance is seeking a User Support Administrator/Officer to take ownership of the user support function for the platform, ensuring external providers and internal colleagues are effectively supported to use the system and that common issues and areas for improvement are identified. Key responsibilities: manage the Freshdesk ticketing system and shared support inbox; act as first point of contact for all user queries; triage and prioritise tickets and ensure resolution within SLA timelines; deliver 1:1 support and provider drop-in sessions; produce and maintain user guidance, FAQs and support materials; track and report on user support KPIs (ticket volumes, resolution rates, SLA compliance, response times); and continuously improve workflows, categorisation and escalation processes. About you: suited to someone early in their career who is organised, personable and eager to learn — a strong communicator able to support users of varying technical confidence, empathetic to the pressures on frontline NHS and IPS staff, highly organised, solutions-focused, and comfortable working with data, metrics and performance reporting. Experience with ticketing systems (e.g. Freshdesk) and familiarity with Salesforce or reporting tools are advantageous but not essential. Salary: £33,000 per annum. Location: Hybrid UK, London Bridge SE1 with a mix of remote and office working. Social Finance is a not-for-profit organisation that helps design, fund and scale solutions to complex social problems.
HOW TO APPLY:
Apply online via the Applied platform (developed by the Behavioural Insights Team) at https://app.beapplied.com/apply/ac3r8apz53. You will be asked to upload your CV, which will be anonymised and reviewed, and to respond to situational-based questions. Closing date for applications: 9 August 2026 at 7pm. First stage 30-minute virtual interviews take place week commencing 10 August 2026. Note: this role is not open to visa sponsorship.