Digital Support Services Officer (maternity cover)

Job Description

We are looking for a positive, people-focussed and forward-thinking Digital Support Services Officer to join our team and provide high-quality information and support to people affected by blood cancer. Taking the lead on delivering support via our digital channels (email, social media and our online community forum), you will play a key role in working towards our mission of being the generation to beat blood cancer and support all those affected.

Key Responsibilities

MAIN RESPONSIBILITIES
Service delivery

• Triaging written enquiries and taking the lead in answering emails and social media queries from service users, providing support and information
• Record all contacts and cases accurately within our database so we can report on our services and impact
• Ensuring that email templates and signposting resources are accurate and up-to-date, reflecting the queries and concerns we hear from our community
• Adhere to all support services policies and procedures, and be aware of the boundaries that are in place

Online community forum

• Overseeing the moderation of the online forum to keep users safe and supported
• Encouraging forum users to engage with each other and nurturing the online forum so it’s an active and supportive place
• Creating and distributing our 6 weekly Online Community Forum e-newsletter
• Supporting our Forum Support Volunteers and other Blood Cancer UK staff using our online community forum
• Carrying out surveys, analysing data and using other methods to monitor and evaluate our online community forum
• Regularly sharing insights relating to service user need with the rest of the organisation to help shape organisational activities

Service promotion

• Leading on the promotion of our online community forum to increase our reach, working with digital marketing
• Working closely with the Support Services Manager and with other teams to develop engaging content across platforms that reach new audiences
• Making minor updates to the support services webpages, as required
• Working with our health information team, marketing team and comms teams to offer blood cancer support and information in video format
• Attend external events as required to represent Blood Cancer UK and promote our information and support services

THINGS WE ALL DO

• Promote Blood Cancer UK’s vision, mission and core values
• We’re all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to
• Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work)
• Be an effective ambassador for Blood Cancer UK at any activity you attend
• All staff are expected to adhere to Blood Cancer UK’s policies and procedures
• Do any other reasonable things your manager needs you to do

Skills, Knowledge and Expertise

Essential knowledge and experience

• Experience of providing information and support to people via multiple digital channels (e.g. email, social media, website)
• Experience of moderating and growing an online community forum or similar digital peer support service
• Experience working with vulnerable adults needing support
• Understanding of the needs of people affected by blood cancer
• Working knowledge of data protection, confidentiality and safeguarding policies

Essential skills and strengths

• Excellent written and verbal communication skills, with demonstrable ability to communicate face to face, over the phone, and online with a wide range of stakeholders
• Ability to maintain appropriate professional boundaries
• A commitment to equal opportunities and diversity and the aims and values of Blood Cancer UK
• Excellent IT literacy, including experience of handling data in a CRM system or similar
• Open-minded and creative when thinking about service improvements
• Enthusiasm for using insight and data to inform decision-making and service improvement