Online Community Coordinator

Online Community Coordinator

We are looking for an enthusiastic, motivated and creative individual to join us as we work to improve the online support products we currently provide for our beneficiaries.

Position: CE212 Online Community Coordinator

Location: Home-based, UK Nationwide, however, occasional travel will be required as part of this role (May include team meetings or other work-related meetings)

Hours: Full-time, 35 hours per week (flexible working considered)

Salary: Circa £27,300 per annum (inner London weighting £3,299 per annum or outer London weighting £1,755 per annum may be applied in accordance to where you live)

Contract: Permanent

Benefits: 25 days’ annual leave plus bank holidays (this will increase with service up to 30 days, full time equivalent) cashback and discount scheme, employee assistance programme, learning and development, pension scheme, Life Assurance, Eye Care vouchers, Long Service Award, Tax-free childcare, Health Cash Plan, Working Pattern Agreement, flexible working opportunities available.

Closing Date: 28 January 2024

Interview Date: Week commencing 5 February 2024

Interviews will be held via video conferencing. Please let us know if this will present any challenges when you email your application.

The Role

Reporting to the Online Support Lead, you will be working as part of a team to support the delivery of our online peer support offers to support people affected by stroke,  including our forum and online activities

We’re looking for someone who is skilled at community management and has the confidence to transfer these skills to online platforms. You will engage with users in a range of ways by monitoring and moderating conversations on the forum.  This includes reviewing forum posts, organising topics of discussion and responding to customer queries. You will also deliver some online activities through Zoom which include quizzes and stroke information sessions.  You will be extremely IT literate and have the confidence to expand your knowledge to deliver a great customer experience and journey. 

Key responsibilities will include:

• Support the Online Community by moderating posts and conversations. Ensuring forum members adhere to community guidelines and issues are resolved in an amicable and timely manner.
• Deliver online peer support activities through Zoom for people affected by stroke following agreed session plans.
• Work with volunteers to help moderate the forum and facilitate online sessions.

About You

You will have experience of:

• Engaging with communities online.
• Producing accessible written and oral communications.
• Finding solutions to queries in an Online Community setting.
• Meeting internal and external quality standards.
• Communicating effectively to a wide range of people and the confidence to manage group dynamics.
• Problem-solving, with an ability to turn feedback into actions.

To fulfil the role, you must be a resident of the UK and have the right to work in the UK.

When you click to apply, you will be able to see the full responsibilities and person specification for further information on the role.

Please submit your CV and a covering letter of no more than two pages demonstrating how you meet the person specification and what you bring to the role in terms of your skills and experience. Please state any preferences for flexible options in your covering letter. Applications from individuals who are seeking flexible working options, including reduced hours or job shares are welcomed.

About the Organisation

Stroke Association. Rebuilding lives after stroke.

When stroke strikes, part of your brain shuts down. And so does a part of you. That’s because a stroke happens in the brain, the control centre for who we are and what we can do. It happens every five minutes in the UK and changes lives instantly. Recovery is tough, but with the right specialist support and a ton of courage and determination, the brain can adapt.

We believe everyone deserves to live the best life they can after stroke. And it’s a team effort to get there.

We provide specialist support, fund critical research and campaign to make sure people affected by stroke get the very best care and support to rebuild their lives.

We’re working to improve the diversity of our team.  Because we know that individuality leads to a richer experience for our people and better support for those affected by stroke.

We strongly encourage people from all backgrounds to apply. And we’re particularly looking to increase the number of applications from those with lived experience of stroke and those from under-represented communities. 

Every five minutes, stroke destroys lives. Help us rebuild them and join our team.

In 2019, we developed a bold new corporate strategy so that we can rebuild more lives after stroke and make a bigger difference to people’s lives. To help us deliver our strategy and make a real difference, we are looking to recruit talented people to a number of new roles. If you would like to support stroke survivors to rebuild their lives, we want to hear from you!

You may also have experience in areas such as Community Support Officer, Online Community Support Officer, Community Support, Social Media Officer, Forum, Online Forum, Customer Care, Customer Experience, Customer Service, Helpdesk, Advocate, Advocacy, Digital Support Officer, Digital Community, Online Community Engagement, Online Community Involvement Officer, Online Community Coordinator, Community Coordinator, Engagement Coordinator.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.