Website Support Assistant – Accessibility Issue Logging

HRS Talent Solutions; Watford; Remote; GBP 37,000 - 40,000; Full time

Job summary

HRS Talent Solutions is seeking a Website Support Assistant to log accessibility issues found by visitors. This remote or office-based role requires careful note-taking and clear written reporting to help the website team investigate barriers.

You will gather details such as page addresses, observed steps, devices used, and the outcome of simple checks, while maintaining the case record and following approved procedures.

Qualifications

• Gathers practical details of reported accessibility issues.
• Follows an approved plan to log cases and perform simple checks.
• Does not certify or repair; records findings for investigation.

Responsibilities

• Read visitor descriptions, identify page and step, and note observed barriers.
• Record browser/device information and describe errors or missing instructions.
• Keep case records updated and refer to the responsible team for investigation.

Skills

Attention to detail

Clear written communication

Active listening

Job description

Website Support Assistant – Accessibility Issue Logging

Remote | Office Administration | Website Review | Part-time or full-time
Pay £27.00–£29.25 hourly

A visitor may report that a website button is hard to use, an instruction becomes unclear when the text is enlarged or a form cannot be completed with a keyboard. The organisation needs a clear record of what happened before its website team can investigate. This role gathers the practical details of reported access problems and carries out simple checks within a supplied plan. You would not certify a site against accessibility standards, repair code or decide that a person’s experience is invalid because the page works on your own computer.

Turn a report into a useful case

Read the visitor’s description in full. Identify the page, the step they were trying to complete and what they observed. If the report says only “the form doesn’t work”, ask a focused question about the page or action rather than demanding technical terminology. Where the employer’s process permits, you may try the same approved steps on an assigned device or browser and record what you see. A different result is still a finding; it does not cancel the visitor’s report.

Information you may collect includes:

• The page address and the visible name of the link, form or button.
• The step the person was trying to complete when the barrier appeared.
• Whether the issue was reported on a phone, computer or other device.
• A description of the error, unexpected movement or missing instruction.
• The result of a simple check you were asked to carry out.
• The approved assistance route offered to the visitor meanwhile.
• Any change in the report after the customer tries an alternative route.
• The person or team now responsible for investigating the case.

What to do for the visitor

Customer service still matters while the technical issue is being reviewed. If an approved alternative way to submit the request exists, explain it clearly and check that it is appropriate for the person’s situation. Do not tell someone to disclose private information through an ordinary email because the online form is difficult to use. If there is no safe alternative in the guidance, ask the responsible team to provide one. Keep the person informed about the next step without promising a repair date.

Your office administration should make the case easy to follow. A screenshot might help, but only capture or store one through the employer’s approved procedure and avoid exposing another customer’s details. Include factual observations rather than labels such as “non-compliant” unless a qualified reviewer has made that assessment. If the website team asks you to recheck an updated page, follow the same steps and record whether the reported barrier remains.

Working within a defined scope

• Follow the supplied check instructions rather than running an improvised audit.
• Keep the original visitor report connected to later updates.
• Refer requests about legal accessibility obligations to the authorised team.
• Record an unresolved problem even when you cannot reproduce it.
• Use approved online systems for any customer information.
• Confirm that a workaround is sanctioned before suggesting it.
• Tell a colleague when a page changes between your first check and follow-up.

This remote role can suit a person without prior website or accessibility employment. The employer will train you on its reporting system, simple checks and escalation process. Clear writing, patient listening and the ability to describe what is visible on a screen are the useful starting skills. A home office with a stable connection allows you to check pages and maintain the case record. The company will confirm its full-time or part-time schedule for the vacancy.

The pay range is shown above. The purpose is practical: a visitor gets a safe next step, and the website owner receives enough detail to investigate the right page and action. You are not expected to solve a technical problem outside your training.