Diabetes UK

Summary The Online Community UX Coordinator plays an integral part in a team and will have an active, positive presence within the forum community to manage moderators, volunteers, and hosts and to deliver a smooth online experience by communicating with the Diabetes UK community. The main focus will be to assist and continue the function of the peer to peer support for people online affected by diabetes. The UX Coordinator will also manage and put in place a test group to experiment new and exciting digital functions with our online community. This is a great opportunity to join a vibrant and lively team and working together to provide a fantastic service for those living with and affected by diabetes. The role provides a fantastic insight into the Online Forum community with a strong training programme and opportunities to develop your skills. Interview dates:  11, 13 and 15 November 2019 in London Head Office Package What we can offer you: Generous annual leave starting at 25 days plus bank holidays A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) Discounts on gym membership and days out Employee assistance programme to give you support on any issues that come up in life Annual season ticket loan Generous pension provision, life assurance and income protection insurance Cycle to work scheme (eligible for scheme if contract is permanent or longer than 12 months) *Some benefits aren't available until you've passed your probation period and are dependent on the length of contract. Main Responsibilities Generating relevant, stimulating content to keep the community active and engaging Providing day-to-day support to the community, ensuring members and new members are getting a timely and helpful responses from other members and/or forum volunteers Responding to technical or administrative concerns, collaborating with the forum manager to resolve issues Using backend access to the forum software to review flagged users, resolve user account issues and investigate concerns over misconduct or issues around safeguarding Acting quickly and proactively in managing conflict within the community and removing spam or dangerous/offensive content and ensure the safety of community members and volunteers while being vigilant in identifying unusual activity and altering the Online Community Manager Acting as a team leader/supervisor to the dispersed volunteers, responding to queries, reporting and escalating issues to the Online Community and Learning Manager Ideal Candidate Substantial experience in supporting, developing and moderating online forums/ communities Strong understanding of how online communities develop and prosper Experience and confidence in managing and resolving conflict and disagreements Experience of working with and supervising volunteers to deliver services Proven success in communicating complex information clearly both verbally and in writing, to a wide range of people. Demonstrable experience of representing an organisation externally, and of identifying and managing reputational risk Managing Digital Experience User Groups (DUG)