We are a not-for-profit social enterprise focused on improving public services through innovation, technology, and consultancy. Our flagship digital solutions support local authorities to work more efficiently with care providers and deliver better outcomes for citizens.
We’re expanding our team as we launch a new Brokerage solution for local authority sourcing teams. This role is a great opportunity to start a career in digital services, supporting our growing customer base with day-to-day service desk activities and documentation.
Role Purpose
As a Customer Support Assistant, you’ll be the first point of contact for many of our customers, ensuring that requests and queries are logged, tracked, and managed professionally.
You’ll be responsible for managing our support mailbox, ensuring clear communication with customers, and helping produce and maintain high-quality documentation and user guides.
This is an entry-level role, ideal for someone organised, responsible, and interested in building experience in digital product delivery or customer service in the public sector.
Key Responsibilities
- Monitor and manage the service desk mailbox, ensuring queries are logged, prioritised, and routed to the right team.
- Respond to basic customer requests with professionalism and clarity.
- Track and update the status of tickets and requests, ensuring nothing is missed.
- Produce and maintain clear, structured customer documentation, FAQs, and guidance materials.
- Support the implementation and product teams with ad-hoc administrative and coordination tasks.
- Escalate more complex issues appropriately and follow up to ensure timely resolution.
- Contribute to improving service desk processes and documentation over time.
- Provide coordination, administration and oversight of the CareCubed Customer Community.
What We’re Looking For
- Strong written and verbal communication skills.
- Highly organised and able to manage multiple tasks effectively.
- A friendly, professional manner with customers and colleagues.
- Confidence working with email, ticketing systems, and basic digital tools.
- A responsible, proactive approach to work – able to follow things through.
- No prior technical experience required, but a willingness to learn is essential.
Desirable (Not Essential)
- Experience in a customer service, admin, or support role.
- Familiarity with ticketing or CRM tools (e.g. Jira Service Management, Zendesk, or similar).
- Interest in public services, digital products, or process improvement.
What We Offer
- Base salary £24,000-£28,000
- Local Government Pension Scheme (LGPS).
- Electric Vehicle salary sacrifice scheme.
- 30 days holiday per annum.
- Mission-driven work improving public services.
- Flexible and remote working.
- Opportunity to shape a new product from early stage to scale – with real influence over product design and innovation.
- Collaborative, values-driven team culture.
- Professional development opportunities.
- Private Medical – Vitality.