Support Services Manager

Remote-first - With Office Locations

Fully flexible hours

Employment type
Full time
£35,179 - £45,377 / year

We are looking for a positive, driven and people-focused Support Services Manager to manage a highly skilled team of Support Service Officers and Nurse Advisors in the delivery of high quality services that meets the greatest needs of those affected by blood cancer.

The primary objective of the role will be to manage our services and provide practical and emotional information and support to anyone affected by blood cancer via our different platforms. But you’ll also be excited to use your knowledge and experience to scope out and project manage the development of new, innovative new services that meet the wide-ranging needs of the 1m people affected by blood cancer in the UK. We are particularly keen to explore how we can use digital tools to increase our reach, and to provide greater value to the blood cancer community when they need it most. Experience in digital project management would be particularly welcome.

You’ll be excited to work flexibly and not daunted by regular adaptation to plans as we grow our insights and understanding about our community, and ways to support them. You’ll love working with other internal and external stakeholders on projects large and small, working passionately to ensure the ‘patient voice’ is heard and always represented in everything we do. This role will involve working with volunteers to oversee and moderate our growing digital and peer: peer services on a day to day basis, growing our network of people affected by blood cancer who can connect with each other and share experiences. Keeping this community safe is vital, so an understanding of online safety practices is key. Impeccable written and verbal communication skills are essential in this role. An understanding of blood cancer and blood cancer patient care would be beneficial.

This exciting role provides the front line of our Blood Cancer Support Service, putting people affected by blood cancer at the heart of everything we do and tailoring our work to better meet their needs. For this reason, the Support Services Manager will need to be resilient, adaptable, and determined to maximise the value and opportunities the role can bring to the blood cancer community.

We welcome applications from part time or job share candidates for this role.

Line management responsibilities include:

  • 1 x Support Services Officer
  • 1 x Senior Support Service Officer
  • 2 x Nurse Advisors
  • 1 x Senior Nurse Advisor

Key Responsibilities

1. Deliver and oversee the delivery of services that meet the greatest need of people affected by blood cancer:

  • Ensure quality assurance and service level agreements are met at all times
  • Ensure service provision is adequately delivered in accordance with service demand each week
  • Provide rotational emergency coverage of the services and on-call support alongside senior team colleagues as required
  • Ensure data and impact reporting is measured effectively, particularly enabling us to measure and reduce inequalities present within our community
  • Liaise with internal teams about themes that are arising from our services to develop effective external communication

2. Provide line management and professional development to direct reports to ensure high quality service delivery:

  • Manage team recruitment, induction and training for all team members
  • Facilitate 121s and objective setting sessions as required to ensure all team members have a professional development plan in place
  • Ensure Clinical Supervision is in place to support individuals and team requirements on a regular basis

3. Scope out and project manage the development of new, innovative products and services that bring us closer to our vision.

  • Conduct regular insight gathering and user involvement sessions prior to develop a future project scopes and aid proposal writing
  • Delivery product development strategy and operational delivery plan for all projects
  • Facilitate cross-team working as required for effective project work
  • Communicate all development and evaluation plans to internal and external stakeholders in a timely manner

4. Moderate and develop our large-scale, accessible digital offer and engaged community network to grow our reach to those affected by blood cancer:

  • Support the development of volunteer recruitment and training packages and ensure effective safeguarding and data protection processes are in place
  • Support the management and growth of our current digital services such as our Online Community Forum
  • Scope out further opportunities for growth through emerging digital technologies alongside our Digital Team

General Responsibilities:

  • Share knowledge and expertise on blood cancers and service user needs internally, ensuring that the ‘patient voice’ is heard and represented at all times to help shape our communications and prioritisation of work to reach more people affected by blood cancer.
  • Be a public face of Blood Cancer UK, sharing key messages and raising awareness of blood cancer and the work of the charity amongst general public, healthcare professionals and other stakeholders, including funders.
  • Work closely with Head of Service to contribute to the team’s ongoing and annual planning, and impact reporting in line with our strategic aims.

Skills Knowledge and Expertise

  • Experience of working within a challenging environment with vulnerable adults needing support. A demonstrable understanding of the needs of people affected by blood cancer as well as their relatives and carers would be particularly beneficial.
  • Experience working with service users and volunteers across different mediums including online
  • Experience with managing direct line reports, including those with a clinical background, and supporting their professional development
  • Experience with digital and non-digital product development and project management
  • 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
  • Experience of regular service data reporting, analysis and evaluation

Remote-first - With Office Locations

Fully flexible hours