Online Community Coordinator

Job description

Create an excellent experience for people who use our online community.

This role ensures that our disabled customers and their families have a good experience finding the information they need on employment, parenting, equipment, care and numerous other topics across the forum boards on the community.

Responsibilities 

• Work on the community responding to discussions, managing, moving and renaming discussions where appropriate
• Deal with spam and reported posts, including safeguarding reports
• Promote content, including blogs, across our social media channels including responding to Facebook comments and other social media tasks
• Identify potential new community volunteers
• Closely work with the Community team on various projects and tasks where required
• Collate and complete the monthly community team diary in Outlook

Bloggers, outreach and content creation

• Identify themes and ideas for guest blogs/content with the team
• Research potential bloggers using the community, internet and social media and build relationships with potential guest bloggers
• Write and create blogs in line with the community planning calendar, edit to ensure tone of voice and Scope’s style are followed
• Email other relevant organisations to share and promote the online community blogs
• Set up Guest Q&As with external professionals in subjects of interest in line with the community themes and community plan
• Develop partnerships and working relationships with external organisations to improve community knowledgebase

Newsletter and email marketing

• Create Mailchimp emails within the corporate template to promote community conversations and themes
• Report on the open and click rates using MailChimp analytics
• Annotate the newsletter transmission date to Google Analytics
• Create specific email/newsletter campaigns around particular issues as required
• Create emails to interact and activate members to re-visit the community

Grade specific

• Work with volunteers appropriately within the department
• Encourage fellow team members to maximise potential through continuous learning
• Assist with tasks and activities with other departments e.g. press, PR and social media
• Attend and contribute to meetings and training days internally and externally
• Be an advocate for what we do by championing our vision and representing the department positively across Scope

Mandatory for all staff

• To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction
• To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework
• To work within Scope’s policies and procedures

Internal contacts

• Community team, including volunteers and advisers (staff and external)
• Helpline and all other online digital services
• Cross department including, Digital, Research and Marketing colleagues

External contacts

• Peers within charitable sector, particularly information providers

Person specification

Knowledge and experience

• Worked within a community/forum environment
• Social media knowledge and understanding of Facebook and Twitter
• Writing and content creation skills
• Understanding of the importance and application of Plain English essential

Essential

• Experience of writing and editing content for a community audience
• Understanding the importance of multimedia content for different audiences

Desirable

• Lived experience of disability
• Demonstrable understanding of the social model of disability
• Experience of creating or commissioning multimedia content

Skills

• Excellent written English, spelling and grammar
• Methodical, with excellent attention to detail
• Highly computer literate