Engagement and Services Manager

The Services and Engagement Manager is a vital part of the NRAS team, working closely with all areas of the organisation to deliver our services, and develop volunteering and member engagement opportunities.

Job TitleEngagement and Services Manager
Hours35 hours per week, Flexible working hours to accommodate requirements
Location4 Switchback Office Park, Maidenhead SL6 7RJ, but remote working also considered for now
Reporting toDirector of Innovation and Services
Closing Date7 December 2021

We’re a leading health charity in the field of rheumatology based in Maidenhead, Berkshire seeking an Engagement and Services Manager to join our team to help deliver our services and develop volunteering and member engagement opportunities.

Key Responsibilities

The main responsibilities for the Engagement and Services Manager will include but are not restricted to, the following:

  • Responsible for developing and managing the effective implementation of the 2022-2025 strategy in regard to member and public engagement and growing our reach and depth of delivering NRAS services.
  • The post holder has overall responsibility for all NRAS Groups, including regional groups, JoinTogether groups, patient advisory boards and Ambassadors and, with the support of the Volunteer Co-Ordinator, ensures processes are in place to ensure all these groups are kept motivated, receive regular communication, have opportunities to feedback and are constantly developing and evolving. The post holder will ensure the Engagement Coordinator is maintaining data compliance via Salesforce and keeping Volunteers informed as to their legal obligations regarding data.
  • The post holder will work with the Membership manager to actively grow active membership engagement.
  • The post holder will work with the Events Manager on the development and delivery of the Wellbeing Courses including recruiting facilitators of the courses and working with the Membership manager on embedding and promoting the Wellbeing membership offerings.  
  • The Engagement and Services Manager will also work proactively across the organisation to explore new ways of working together and developing new initiatives for increasing our reach and engagement, in terms of membership , volunteers, NRAS Groups and patient advisory boards by harnessing more active engagement via the online community especially HealthUnlocked.
  • The post holder will oversee a calendar of patient engagement events and activities either face to face – Rheum4U or virtual – RheumZooms.
  • Co-chairing focus group sessions in partnership with the CEO/Director of Services/National Patient Champion.
  • To work with the database team to set up a new process for measuring volunteer value and reporting the success of volunteer contributions.
  • Develop an “added value” programme for Volunteers to ensure their continued motivation e.g. training opportunities.
  • Develop new methods of communication for Volunteers and Members and to communicate their experiences to the wider public (e.g. engaging on social media, podcasts).
  • To identify “highly skilled” Members and work with the NRAS team to develop a process whereby their skills can be utilised to the benefit of the organisation.
  • Working with the Support Services Manager, to develop the potential of the Here for You Volunteers to support the Helpline service.
  • Work with the Young Persons’ Project Manager (JIA) to ensure the engagement needs and volunteer requirements of JIA at NRAS are met.  
  • The post holder will manage the Engagement Co-Ordinator who is responsible for recruiting and managing all Volunteer applications for NRAS and JIA at NRAS and inducting and training new Volunteers.  The post holder will manage the Engagement Co-Ordinator’s professional development.
  • When necessary, occasional travel within the UK to help build and maintain relationships with NRAS Groups, Volunteers and stakeholders including rheumatology teams who support the local NRAS groups.

Other Duties and Responsibilities


  • To participate in NRAS team training and contribute to team activities.
  • To attend regular team meetings and individual catchups. 
  • The role will involve occasionally working outside of Monday to Friday and 9-5. 
  • To maintain confidentiality at all times and ensure respect for all other members of staff. 
  • To communicate effectively with all NRAS staff and volunteers and external stakeholders.
  • Out of hours working, potentially including very occasional weekends.
  • Any other duties as requested by the Directorate.

Qualifications and Skills


  • Minimum A level or equivalent.
  • Work in a similar role in a charity setting or teams/groups in a business setting.
  • Excellent people skills.
  • Experience of developing and delivering a strategy.
  • Excellent written communication skills.
  • Proficient use of databases.
  • Proficient use of Microsoft Office package.
  • Confident on major social media platforms.


  • Volunteer Management Qualification.
  • Project Management qualification.
  • Implementation of volunteer recruitment and training programmes.
  • Use of Salesforce database.
  • Understanding of legislation and policies relating to volunteering.
  • Understanding of the health environment and ideally of rheumatoid arthritis and JIA.

Personal Circumstances and Attributes

  • Full driving licence and car owner.
  • Confident presenter/speaker either in a training environment or at events.
  • Outgoing and friendly personality, able to communicate confidently with people of all levels, from health professionals to stakeholders and volunteers.
  • Ability to build and maintain positive relationships and be a motivational influencer.
  • Ability to work under pressure and to deadlines.
  • Ability to prioritise and manage multiple projects.
  • Highly motivated and committed.
  • Positive outlook and approach and ‘can do’ attitude.
  • Ability to represent charity at external events.

Other Requirements

  • NRAS expects all employees to respect the unique contribution of every individual and operates an equal opportunity and diversity policy.
  • All employees must work responsibly within the health and safety policy of the organisation and ensure they are observing this at all times.
  • This post will require a DBS check to be undertaken. Having a criminal record will not necessarily disqualify you from acquiring the post.

How to apply

If you wish to apply, please submit your current CV and a cover letter by 7th December to:

When writing your cover letter, please ensure that you provide specific examples to demonstrate your competencies, achievements and skills addressing the specific criteria set out. We recognise that some of your experience may be from unpaid roles as well as paid employment – please include any voluntary work if it helps to show why you are the right candidate for the job.

If you would like an informal discussion with Polly Symondson (Polly Symondson Recruitment) to find out more about the role before submitting an application we encourage you to email:

PSR interviews will take place online on 7th and 8th December.

Shortlisted candidates will be invited to a face to face or online interview at NRAS on the week commencing 13th December.

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