Communications and Customer Care Officer

Job description

Job responsibilities

Communications

Develop and implement communications and engagement plans, using a range of IT and design packages (including Microsoft Office packages, Adobe, Canva)

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

Act as an author for EOLP website and intranet, ensuring news and events are regularly updated

Develop case studies/articles for use across channels including social media

Familiarise yourself with and follow communications procedures.

Provide a media coverage alert system to include social, print and broadcast media

Maintain up-to-date distribution lists for external communications

Maintain good, positive relationships both with delegates/students and with external partners

Design and implement plans to monitor impact of EOLP comms with stakeholders

Assist with surveys, data and analytics

Provide advice, guidance and training to colleagues on use of communication platforms

Business Administrator /Customer Care

Provide comprehensive administrative support to EOLP colleagues

Take responsibility for the development, booking, co-ordination and setting up of events for external delegates

Respond promptly, sensitively, confidentially and courteously to enquiries from external partners

Initiate improvements to internal administrative processes to maximise efficiency

Maintain EOLPs stock of office consumables, including stationery/perishables

Processing of invoices to finance department

Organise and promote events to support staff and stakeholder engagement

Represent EOLP at external events and activities as required

Escalate complaints, comments and suggestions received via info inbox in a timely and appropriate manner

Input into, and extract data from, key business systems for evaluation purposes.

General Duties

To contribute to and support the development of policies, procedures and protocols as appropriate.

To promote equality of access and opportunity in all aspects of the work.

To take all reasonable steps to promote a safe and healthy working environment which is free from discrimination.

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.

To respect the confidentiality and privacy of clients and staff at all times.

To maintain a constant awareness of health, welfare and safety issues affecting colleagues, patients, visitors and themselves, reporting any accidents or fault in line with End of Life Partnership policies.

To participate in personal training, development, appraisal, and attend all relevant training courses as required.

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 EOLPs policies and procedures. This means that staff must understand their own responsibility and recognise the requirement to engage with staff training and supervision, as well as promoting multi-agency working to safeguard patients.

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

Essential

• 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

Desirable

• Recognised customer care/communication skills qualification.

Experience

Essential

• Experience of:
• Using Microsoft applications including MS Teams
• Managing digital media on a range of platforms including LinkedIn, Bluesky, Facebook, Instagram, etc.
• Managing website content using WordPress
• 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

Desirable

• Understanding of Public Health, Health Care, Third Sector or Palliative Care Sectors
• Experience of working with external designers and photographers

Skills Capabilities & Attributes

Essential

• Excellent written and interpersonal communication skills
• Visual/graphic design skills
• Attention to detail
• Problem solving 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

Desirable

• 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.

Employer details

Employer name

The End of Life Partnership

Address

Unit 3, Spring Farm Business Centre

Moss Lane

Crewe

CW1 4RJ

Employer's website

https://eolp.co.uk/ (Opens in a new tab)