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Online Community Coordinator

£23000 - £29000 per annum
 

Job Description

Charity Talent are recruiting for an Online Community Coordinator to work permanent part time remote working (21 hours, flexi times but working over the weekend) with a well-known Health charity. The salary is between 23-29k (pro rata) so will be between £13,861 to £17,456 depending on candidate being based in London or outside London. As the Online Community Coordinator, you will support the moderators, volunteers, and hosts and to deliver a smooth online experience by communicating with their online community.

The start date will be in January 2021, interviews will be held in early December.

The candidate needs to be willing and able to work flexibly and outside of office hours (including on a Saturday).

As the Online Communicator you will act as the key decision-maker during out-of-hours including weekends. You will respond to critical situations especially were safeguarding concerns arise.

You will use backend access to the forum software to review flagged users, resolve user account issues and investigate concerns over misconduct or issues around safeguarding. To continue to monitor the platform and watch for increase in engagement on particular subjects.

Encourage discussions and provide support to the community through regular interaction throughout the day. Respond to online community requests alongside the Information Coordinator.

Respond to incoming external communications to the team, in the form of emails, web form enquiries and private messages as well as to technical or administrative concerns. To work closely with their volunteers, and the Central Volunteering Team, in line with the Volunteer Journey, ensuring all volunteers are effectively managed and supported as per our guidance, policies and procedures.

The ideal candidate:

  • Highly interpersonal role, requiring a high level of sympathy, empathy, and compassion towards our online community and an ability to effectively manage difficult or potentially volatile situations stopping them from escalating
  • Able to communicate effectively both verbally and in writing as well as openly, honestly and clearly and know how to meet the needs of an online community
  • Fully competent with an awareness of safeguarding practices and processes in an online setting
  • Solution focused and be able to negotiate, apply tact and discretion when conveying challenging and sensitive information
  • Willing and able to work flexibly and outside of office hours
  • Managing volunteers

Experience:

  • Supporting, developing, and moderating online forums/ communities
  • Understanding how online communities develop and prosper
  • Managing and resolving conflict and disagreements
  • Working with and supervising volunteers to deliver services

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