Support Manager (Maternity Cover)

Recently named Charity of the Year by Just Giving Awards 2022, we’re committed to moving further, faster to accelerate change for everyone affected by a brain tumour. Brain tumours kill more children and adults under 40 in the UK than any other cancer. We know that a cure can’t wait.

Our aim is to develop scalable and accessible services that reflect the complex nature of a brain tumour diagnosis over the entire journey of all those affected.

In this role you will be responsible for the management and strategic development of the services that we provide to support those living with a brain tumour, as well as their families, friends and carers. You will be ensuring everyone is able to connect, as soon as they can, to support that empowers them to make active, informed choices about their treatment, their support and their life. In particular, as a result of our support, our beneficiaries will feel confident to navigate the healthcare system, know where they can access up-to-date and accurate information tailored to their needs, access peer support to hear other’s stories and share their own experiences, ultimately improving outcomes in line with our strategic aims.

Our services include support via phone, email, live chat, web enquiries, social media and expert partnerships as well as information packs.

The exciting role will require you to build effective relationships with key stakeholders such as health care professionals, service provision partners as well as being able to work closely with our exceptional community to ensure a needs led support offer.

You will be passionate about delivering a high-quality, efficient and timely service and you will inspire and support your team and volunteers each and every day as they work tirelessly to provide just the right personal service to those facing this brutal disease.

WHO WE'RE LOOKING FOR:

You will be a talented and highly motivated individual with a proven track record in a similar role, who is keen to use their leadership, networking and relationship building skills to make a real difference. As well as excellent people skills you will have the ability to identify smart opportunities, develop action plans and deliver change. You will need to be good at juggling a myriad of competing priorities and have an excellent track record in supervising a team who deliver outstanding results.

KEY ACCOUNTABILITIES:

• Work with our Head of Services to plan and develop the direction of our services, identifying areas of opportunity, potential partnerships and gaps in support provision and how to address these
• Manage, inspire, support and motivate the team and volunteers including any recruitment, training and development to deliver an exceptional service.
• Ensure effective operational cover of the support services at all times
• Work with the Safeguarding Lead to ensure best practice and Charity procedures are followed
• Ensure that the CRM database is up-to-date with accurate and timely data so that we can make effective operational, funding and strategic decisions and ensure all GDPR requirements are met
• Identify and manage opportunities for partnership working with organisations that share our values and add value to our work to improve quality of life for those affected by a brain tumour diagnosis
• Work with the Head of Services to identify how we measure, monitor and evaluate the impact of our services and deliver against identified and agreed Key Performance Indicators
• Work closely with the Involvement Manager to ensure that all services are developed in collaboration and close partnership with representatives from our community from the outset
• Work with the wider Support team and in conjunction with the Digital team, to develop and drive innovative content for digital channels, including our website, that informs and engages with our beneficiaries and meets the information needs of those seeking support
• Take the support lead on our initiative to ensure everyone receives the ‘Best Care Everywhere’, that the standard of care is shared and that the activities carried out in the service will lead to our goal of improving the patient experience
• Proactively raise awareness of the Support services, both internally and externally (e.g. across the voluntary, statutory, medical and scientific fields)
• Provide feedback to funders and other stakeholders in a suitable format on our service delivery and outcomes as required