Hybrid Digital Support Services Officer bei Blood Cancer UK
Blood Cancer UK · London, Vereinigtes Königreich · Hybrid
- Junior
- Optionales Büro in London
At Blood Cancer UK, we’re support and campaign for everyone affected by blood cancer. Our digital support services help people feel informed, connected, and supported, no matter where they live in the UK.
As Digital Support Services Officer, you’ll help ensure that people affected by blood cancer can access reliable information and peer support through a range of digital platforms. You’ll lead the day-to-day running of our online community forum, support and coordinate volunteers, and work across teams to help develop and improve our support offer. You’ll use data and insights to enable us to reach more people and provide the best possible support.
You’ll be confident in digital environments and committed to making support accessible and inclusive. You will have experience in online communities, peer support or other digital support services and be comfortable engaging with people who may be going through challenging times. You’re also a team player who’s effective in working across departments and supporting volunteers.
Expected travel for this role is: 1-2 times per month and attending team away days plus two organisational away days a year.
We are committed to actively promoting equality, diversity, and inclusivity. In line with our strategy we welcome approaches from individuals from underrepresented groups, including minority communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.
We’ll accept applications for anyone wishing to work 28 hours per week, please state this in your cover letter.
Key Responsibilities
Online Community Forum Management and Growth
- Manage and moderate Blood Cancer UK’s online community forum.
- Support the growth of the forum to increase access to digital peer support, in line with the digital marketing strategy.
- Develop user journeys to connect forum members with relevant Blood Cancer UK services and information.
- Use data and user feedback to inform approaches that support engagement, improve user experience, and contribute to platform development.
- Provide information and support to forum users as needed.
Volunteer Stewardship
- Coordinate the recruitment, induction, and training of volunteers who provide peer support.
- Provide ongoing support, supervision, and development opportunities for volunteers.
- Facilitate group sessions to support collaboration and learning among volunteers.
- Work with the Volunteering and Support Services teams to identify and implement new volunteer roles that support wider service access.
Digital Support Service Development
- Triage enquiries through digital support channels, consulting with clinical colleagues when required.
- Provide accurate, timely information and support through digital platforms.
- Work with social media and communications teams to develop content that supports people affected by blood cancer.
All employees at Blood Cancer UK promote the organisation’s vision, mission and core values and are committed to actively promoting equality, diversity and inclusivity. This includes attending and assisting at Blood Cancer UK events and activities as required, including occasional evening and weekend work. All employees are expected to follow Blood Cancer UK’s policies and procedures and do any reasonable thing required by their manager.
Skills, Knowledge and Expertise
Knowledge
- Ability to use audience insights to design and develop products or services that meet their needs.
- Ability to consider barriers people might face in using our products and services, and use this this insight to make sure they are accessible to all
Skills
- 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
- Confident using data and insights to improve performance and make decisions
- Working knowledge of data protection, confidentiality and safeguarding principles
- Excellent ICT literacy, including experience of handling data in a CRM system or similar
Experience
- Experience of managing and growing an online community forum or similar digital peer support service
- Experience of inducting, training and supervising/managing volunteers
- Experience of providing information and support to people via different digital channels (e.g. email, social media, website)
