Operations & Customer Support Officer (IT)

We're hiring an Operations & Customer Support Officer (IT) to join our Suffolk-based head office, working on the National Disability Card & Carers Card scheme. This is a varied, hands-on role for someone who is genuinely IT-savvy and equally happy fixing a frozen screen, troubleshooting an Excel file, or speaking with a member about a gift card enquiry.

You'll act as the bridge between our day-to-day operations team - who produce and dispatch our physical cards - and the wider business, keeping things running smoothly behind the scenes. Our entire office runs on Apple Mac, so confidence with macOS is essential. You'll also be the go-to person for everyday technical hiccups, light networking issues, and customer queries, particularly those relating to gift cards.

This role would suit someone who likes wearing multiple hats, takes ownership of problems, and enjoys being the person colleagues turn to when something needs sorting.

Key responsibilities

Operations & card production:

• Support the day-to-day production and dispatch of our physical disability and carers cards
• Maintain accurate customer and order data, ensuring records are clean, secure, and up to date
• Assist with general operational responsibilities and process improvements as the scheme grows

Customer service:

• Act as a key point of contact for customer enquiries, with a particular focus on gift card issues and queries
• Resolve member queries promptly, professionally, and with empathy
• Keep clear records of customer issues and outcomes to help the team learn and improve

IT & technical support:

• Provide first-line IT support to office colleagues across Apple Mac, Microsoft Excel, Word, and other day-to-day tools
• Troubleshoot common issues such as frozen screens, software errors, and printer problems
• Manage light networking tasks (e.g. checking Wi-Fi connectivity, reconnecting devices, basic router troubleshooting)
• Work with Excel files for data management, including basic formulas, formatting, and data clean-up
• Help safeguard customer data, supporting GDPR-compliant processes across the team

• Strong, hands-on experience with Apple Mac computers - you're comfortable navigating macOS and helping others do the same
• Good working knowledge of Microsoft Excel and Word, including troubleshooting common issues
• Confident with managing customer data, including imports, clean-ups, and accurate record-keeping
• A natural problem-solver who is comfortable wearing multiple hats across IT, operations, and customer service
• Excellent communication skills - patient, clear, and empathetic with both colleagues and customers
• Highly organised and reliable, able to prioritise across competing tasks
• Degree-level qualification in any subject, OR equivalent professional experience

Desirable:

• Experience or working knowledge of GDPR compliance
• Previous experience in a customer service, IT support, or operations role
• Experience with light networking (Wi-Fi, basic connectivity troubleshooting)
• An interest in or understanding of issues affecting disabled people and carers, * Bachelor's (preferred)

Experience:

• using an Apple Mac: 2 years (preferred)

• £35,000 - £40,000 per annum, depending on experience
• Workplace pension scheme
• Annual training & professional development
• A meaningful role at the heart of a growing national scheme, Job Types: Full-time, Permanent

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company pension

The National Disability Card & Carers Card scheme exists to make everyday life easier for disabled people and carers across the UK. We work with venues, shops, and service providers nationwide to deliver meaningful discounts and recognition to our cardholders. We are a values-driven, mission-led team - and we're looking for people who share our commitment to an inclusive society and want to take ownership in a growing organisation.