Product Support Officer

Job Description

Job Title: Product Support Officer Salary: £34,428 Band E, Level 3 (Inclusive of Outer London Weighting) Location: Gilwell Park, Chingford, London (with Hybrid working) Contract Type : Permanent Working Hours : Full-time (35 hours per week) About The Role: It's an exciting time at The Scouts. As part of our Skills for Life strategy, we've delivered an ambitious digital transformation, supporting over 150,000 volunteers and 450,000 young people every week . As a Product Support Officer, you'll administer and maintain staff and volunteer systems, acting as the main point of contact across staff teams for system configuration, data requests and day-to-day queries. You'll be responsible for supporting a variety of systems including content, membership, case, fundraising and learning management systems. As the Product Support Officer, you will (Key Responsibilities): Manage staff and volunteer systems, including user access, permissions and configuration. Act as the first point of contact for system queries, requests and issues, liaising with the digital team and third-party providers. Extract, format and share accurate data, ensuring it is handled appropriately. Support testing of new features, log bugs and communicate system issues, including impacts, timescales and workarounds. Maintain system records, configuration details and user guidance documentation. Who we're looking for as our Product Support Officer: Experience administering business or membership systems, including user access, permissions and configuration. Confident working with data, including extracting, checking and presenting information accurately. Good communication skills, able to explain system issues clearly and work with colleagues across different teams. Organised and methodical, with strong attention to detail and the ability to manage competing priorities and follow testing processes. Self-motivated and member-focused, with a commitment to high-quality service, embracing change, equal opportunities, safeguarding and diversity. Benefits include: 28 days holiday (rising to 32 days after 2 years), plus extra days at Christmas Flexible working hours Double-matched pension up to 10% of gross salary Generous family leave and support as a family-friendly employer For a full list of our benefits, click here. Closing date for applications: 11:59 pm Sunday 15th November 2026 Telephone Interviews will be held w/c 30th November 2026. Panel Interviews will be held w/c 7th December 2026. Strictly no agencies. The Scouts is an equal opportunities employer, and we are committed to fostering an inclusive environment where everyone feels valued and empowered to contribute. We offer flexible working arrangements to support diverse needs and lifestyles, ensuring that our teams can thrive both professionally and personally. We welcome and encourage applicants from all walks of life, believing that varied perspectives strengthen our innovation and community. Your unique experiences and ideas are essential to our success, and we look forward to hearing from all voices. TPBN1_UKTJ