Support Services Manager

Job Description

We want to change the world for people affected by blood cancer. Because too many people are dying of blood cancer, everything we do in the next five years will be based on a single aim – to save lives and bring forward the day when no one dies either of blood cancer or the side-effects of its treatment.

As Support Service Manager, you’ll play a critical role in making this change happen. 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. Therefore, we are looking for a positive, driven and people-focused Support Services Manager to manage a highly skilled team of Support Service Officers and Nurses in the delivery of high-quality services that meet the greatest needs of everyone affected by blood cancer.
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 best support them. 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.

We welcome applications for job share or part time (28 hours minimum), please state this in your cover letter when applying.

Key Responsibilities

MAIN RESPONSIBILITIES
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 demand throughout our 7 day a week service
• 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
• Work with marketing teams to develop and implement a service marketing strategy to enable us to reach more people affected by blood cancer
• Liaise with internal teams about themes that are arising from our services to develop effective external communication

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

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

• Develop our data capture and ways of working to ensure all decision-making processes are data led
• Conduct regular insight gathering and user involvement sessions prior to develop a future project scopes and aid proposal writing
• Deliver product development strategy and operational delivery plan for all projects
• Develop service mapping to ensure all new products align with current services
• 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

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.

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

• 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 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