Communications and Customer Care Officer
Interviews for this post will take place on Friday 7 February at the EOLP offices in Crewe.
The End of Life Partnership is a charity based in Cheshire. We were established ten years ago to support people who provide palliative and end of life care through a programme of education, training and service improvement.
Our vision is that everyone receives compassionate care at end of life and we work with partners across health, social care, the voluntary sector and local communities to make this vision a reality.
Main duties of the job
A crucial part of what we do involves communicating and engaging effectively with a number of different audiences.
You will lead the delivery of internal and external communications to support the delivery of our Communication Strategy. This will include managing social media and media relations, writing for publications and the web, and event management.
You will also provide a high standard of customer care to people accessing our education programme, including responding to enquiries, taking bookings, and supporting the delivery of face-to-face training events.
About us
You will work as part of our Business Support Team, taking a lead on Communications and supporting our Customer Care function.
We are a small and close-knit organisation offering flexible and hybrid working. We work with a wide range of partners from within the NHS, Social Care and other sectors, including members of the public.
Our organisational values are Compassion, Confidence, Honesty, Professionalism, and Positivity, and these are embedded in everything we do.
Job responsibilities
Communications
1. Develop and implement communications and engagement plans, using a range of IT and design packages (including Microsoft Office packages, Adobe, Canva).
2. Deliver both internal and external communications, including management of social media (LinkedIn, BlueSky, Facebook), staff and stakeholder engagement, media relations, writing for online and other publications.
3. Act as an author for EOLP website and intranet, ensuring news and events are regularly updated.
4. Develop case studies/articles for use across channels including social media.
5. Familiarise yourself with and follow communications procedures.
6. Provide a media coverage alert system to include social, print and broadcast media.
7. Maintain up-to-date distribution lists for external communications.
8. Maintain good, positive relationships both with delegates/students and with external partners.
9. Design and implement plans to monitor the impact of EOLP comms with stakeholders.
10. Assist with surveys, data, and analytics.
11. Provide advice, guidance, and training to colleagues on the use of communication platforms.
Business Administrator / Customer Care
1. Provide comprehensive administrative support to EOLP colleagues.
2. Take responsibility for the development, booking, coordination, and setting up of events for external delegates.
3. Respond promptly, sensitively, confidentially, and courteously to enquiries from external partners.
4. Initiate improvements to internal administrative processes to maximise efficiency.
5. Maintain EOLP's stock of office consumables, including stationery/perishables.
6. Processing of invoices to finance department.
7. Organise and promote events to support staff and stakeholder engagement.
8. Represent EOLP at external events and activities as required.
9. Escalate complaints, comments, and suggestions received via info inbox in a timely and appropriate manner.
10. Input into, and extract data from, key business systems for evaluation purposes.
General Duties
1. To contribute to and support the development of policies, procedures, and protocols as appropriate.
2. To promote equality of access and opportunity in all aspects of the work.
3. To take all reasonable steps to promote a safe and healthy working environment which is free from discrimination.
4. To comply with the End of Life Partnership policy on confidentiality, and the General Data Protection Regulations relating to information held manually or on computerised systems.
5. To respect the confidentiality and privacy of clients and staff at all times.
6. To maintain a constant awareness of health, welfare, and safety issues affecting colleagues, patients, visitors, and themselves, reporting any accidents or faults in line with End of Life Partnership policies.
7. To participate in personal training, development, appraisal, and attend all relevant training courses as required.
8. EOLP has a responsibility and is committed to safeguarding and promoting the welfare of children, young adults, and adults at risk with care or support needs and expects all staff and volunteers to honour this commitment to minimise risk or harm in accordance with current legislation, statutory guidance, and EOLP policies and procedures.
The list of duties in this job description is not exhaustive and is intended to outline the main activities of the post holder. Duties and responsibilities may be subject to change taking into account the development needs and following full discussion with the post holder.
Person Specification
Qualifications
* 5 x GCSEs at grades A-C or above/ grade 5 or above (including English Language).
* BTEC or Level 3 NVQ in a relevant subject.
* Or equivalent level of qualification/ equivalent previous proven experience.
* Recognised customer care/communication skills qualification.
Experience
* Experience of:
* Using Microsoft applications including MS Teams.
* Managing digital media on a range of platforms including LinkedIn, Bluesky, Facebook, Instagram, etc.
* Using design/publishing software e.g. Canva.
* Managing Mailchimp databases and mailing lists to support marketing activities.
* Awareness of accessibility in Communications.
* Knowledge of current media landscape.
* Knowledge of the principles of Data Protection legislation.
* Experience of providing excellent customer care.
* Understanding of Public Health, Health Care, Third Sector or Palliative Care Sectors.
* Experience of working with external designers and photographers.
Skills Capabilities & Attributes
* Excellent written and interpersonal communication skills.
* Visual/graphic design skills.
* Calm and efficient manner.
* Good time keeping.
* Ability to work on own initiative and under pressure.
* Ability to work effectively as part of a team.
* Flexible to changing working environments.
* Commitment to continuing professional development.
* Car driver/means of independent travel to various work settings across a wide geographical area.
* Basic HTML coding skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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