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Support Services Manager

NRAS is the only national UK charity exclusively representing all people affected by Rheumatoid Arthritis and Juvenile Idiopathic Arthritis in the UK. We also support the families of people with RA and JIA and the health professionals who care for them. We have an enviable excellent reputation in the field of rheumatology.

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Job title: Support Services Manager
Rate of Pay: £30,000 – £33,000 dependent on experience
Hours:Full-time (35 hours/week)
Location:Hybrid working (minimum 40% contracted hours in office)

Ground Floor, 4 Switchback Office Park, Gardner Road, Maidenhead, Berkshire SL6 7RJ
Reporting to: Director of Services

Main Purpose of Job

To manage and actively deliver the provision of a professional, national, multi-channel enquiries’ service to the public and health professionals. The post holder will be actively engaged in working with and supervising the Information and Support team, ensuring appropriate and timely responses to all enquiries via phone, email, social media, and online community. The role will be instrumental in developing the service through a process of continuous development, as well as providing supervision and opportunities for the team to develop and debrief, maintaining a healthy balance to an emotionally demanding role.

Key Responsibilities

  • Manage the small team of Information and Support co-ordinators and providing leadership to the team. 
  • Ensure up to date resources are available to assist the Information & Support team in responding to enquiries.
  • Support the training and development of the Information & Support team.
  • Collaborate with the Director of Services and other members of the NRAS team on variety of patient facing projects.
  • Ensure the peer support service is offered to all callers where appropriate and is effectively managed in collaboration with our Engagement and Services Manager.  
  • Consult with the Engagement & Services Manager on the delivery of Wellbeing interventions.

Peer Support Services

  • Assist the Engagement & Services Manager with recruitment, interview and selection process of peer-to-peer telephone support volunteers
  • In collaboration with Engagement & Services Manager ensure that the current training programme for the telephone support volunteers is kept fresh and up to date.
  • In collaboration with Engagement & Services Manager, ensure processes, protocols and materials/resources are reviewed appropriately and kept up to date.

Management and Support

  • Ensuring ongoing training and development of support staff to ensure continuous personal development.
  • Liaise with Advocacy & Policy Manager to highlight national trends of concern within rheumatology and/or health and social services.
  • Support the Information & Support team and peer-to-peer volunteers in dealing with complicated or sensitive enquiries.

Monitoring and Evaluation

  • Review process and training regarding documentation to ensure it is within current guidelines.
  • Develop and manage impact measurement tools and provide monthly impact reports to the SMT.

Networking

  • Network with external stakeholders and relevant organisations.
  • Highlight the work of the Information & Support team by promoting the service through social media, website and publications, meetings and presentations in collaboration with the Marketing & Communications team.

General responsibilities

  • Comply with all NRAS policies and procedures.
  • Positively promote NRAS at all times.
  • Support Fundraising Team with applications for funding for the Information & Support team through charitable grants and other avenues.
  • Undertake other duties as appropriate when required.

Qualifications & Skills

CriteriaEssentialDesirable
QualificationsA-level or equivalentUniversity Degree or further education
Experience• Demonstrable experience working in a similar environment.
• Understanding and implementation of process and protocols to achieve quality control and standards.
• Excellent interpersonal and presentation skills.
• Ability to initiate, analyse, monitor and evaluate outcomes.
• Understanding of voluntary sector.
• Understanding of the NHS.
• Worked in the NHS previously or in similar service.
• Strategic planning.
Knowledge and skills• Excellent written and oral communication skills in English.
• Proficient use of Microsoft Word; Excel; PowerPoint.
• Proficient use of databases and data management.
• Use of Salesforce database.
• Understanding of the health environment.
• Understanding of Rheumatoid Arthritis and its treatment.
Personal Circumstances and Attributes• Ability to work under pressure and to deadlines.
• Highly motivated and committed.
• Positive outlook and approach.
• Willingness to travel and work out of hours when required.
• Strategic thinker.
• Full driving licence and car owner.

NRAS is an equal opportunities employer and we welcome applications from all suitably experienced persons regardless of their race, socioeconomic backgrounds, gender, disability status, ethnicity, religion/faith, sexual orientation, or age.

How to apply

Please contact Sam Grant-Riach on samg@nras.org.uk with your CV and a brief explanation of your skills and experience. In the subject line please include “NRAS Support Services Manager Role”.

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