Engagement & support officer

Care Opinion CIC is an independent, not for profit social enterprise run by a small, committed and passionate team. Our mission is to make it safe and simple for everyone to share their experiences of health and care services in ways which connect people together for change. Inclusion, transparency, integrity and innovation are some of the values which drive what we do and how we do it. We run a feedback website and we work closely with staff in healthcare organisations across the UK and further afield.

We are recruiting an enthusiastic Engagement and Support Officer to be part of our Support Services Team and predominantly across Scotland but will also include projects across the UK and the wider business.

You will join a team responsible for delivering comprehensive support and engagement services to existing Care Opinion subscribers, while supporting the engagement and onboarding of new subscribers across health and social care. Many of the organisations and teams that Care Opinion works with recognise they would like to do more with online feedback but need support to do this. This involves working with both an executive and operational lead to drive forward their involvement with Care Opinion. Support will be wide ranging; from helping to collate information and working on implementation plans, to supporting individual staff to promote Care Opinion at a local level and respond to online feedback in an open and transparent way.

The post holder must have a passion for harnessing the citizen voice in improving health and adult social care services, as well as share our commitment to delivering a personal and friendly customer service. You must demonstrate commitment to Care Opinion’s vision, mission and values.

Key role areas

• Preparing and delivering excellent training to staff from subscribing organisations via webinars and occasional face to face.
• Providing quick, constructive and engaging support and inspiration to subscribing organisations on all issues relating to the effective use of their subscription.
• Handling queries from other organisations and the public via telephone or email in a friendly and professional manner.
• Being the lead contact for a number of subscribing organisations and reporting progress to the Subscriber Services Manager.
• Carefully moderating stories/responses and ensuring accurate and speedy publication.
• Contributing enthusiastically to sales and marketing planning and activity.
• Website administration: diligently updating service tree, maintaining subscriptions, developing and updating site pages.
• Proactively seeking customer feedback and using this to contribute to product and service development.
• Organising and participating in the delivery of informative subscriber, networking and awareness raising events, both online and occasionally in person.
• Contributing to Care Opinion’s social media presence e.g. BlueSky, Facebook, Instagram, Vimeo.
• Working closely with the wider support team to improve service delivery and creatively engage and exciting new initiatives for subscribing organisations.
• Carrying out all those necessary little administrative tasks as required.