Online Community Coordinator

Job description

You will work on our online community and help make it a safe and supportive place where disabled people can make friends and talk about what is important to them. You will work with:

• online community coordinators who will help moderate, create and coordinate content, information, newsletters and manage volunteers
• online community advisers who will help moderate and answer customer queries

The online community team will train and support you to work on your own and as part of the wider team.

Main responsibilities

• Manage, move, rename and otherwise moderate discussions
• Welcome and engage members
• Signpost members to resources and answer their queries
• Create and organise new discussions, games, blogs, videos, podcasts and other content
• Create and organise weekly e-newsletters
• Recruit, interview, train, manage and engage volunteers
• Keep our members safe by escalating safeguarding concerns
• Report relevant service performance data
• Manage our shared inbox
• Provide support to team members through debriefing sessions
• Share and promote content with relevant external organisations
• Attend and contribute to meetings, workshops and trainings
• Assist with activities from other departments within Scope

Internal contacts

• Online Community Coordinators
• Online Community Adviser
• Online Community Manager
• Volunteers
• Cross department including; Helpline, Content Design, Research, Policy, Campaigns and Marketing colleagues

External contacts

• Peers within charitable sector, particularly information providers
• Online Community members

Person specification

Qualifications

• Passing grade for GCSE English Language (4 or C), an equivalent qualification like Functional Skills Level 2 or a post-16 qualification taken in written English.

Knowledge and experience

Essential

• broad experience of forum or social media communities
• high level of computer literacy
• direct experience of the barriers that society creates for disabled people
• the importance of Plain English
• experience of creating different forms of content

Desirable

• understanding of the social model of disability
• communicating with people online
• forum or social media community moderation
• providing online customer service
• signposting knowledge
• HTML knowledge
• people management

Your knowledge or experience could come from any part of your life. For example:

• family life
• volunteering
• study
• hobbies
• community organising

Skills

Essential

• excellent written English
• reading comprehension
• inter-personal skills
• active listening skills
• empathy
• broad content creation and editing
• time management
• attention to detail and consistency
• solving problems
• collaboration or team-working