Digital Support Services Officer

At Blood Cancer UK, we’re support and campaign for everyone affected by blood cancer. Our digital support services help people feel informed, connected, and supported, no matter where they live in the UK.

As Digital Support Services Officer, you’ll help ensure that people affected by blood cancer can access reliable information and peer support through a range of digital platforms. You’ll lead the day-to-day running of our online community forum, support and coordinate volunteers, and work across teams to help develop and improve our support offer. You’ll use data and insights to enable us to reach more people and provide the best possible support.

You’ll be confident in digital environments and committed to making support accessible and inclusive. You will have experience in online communities, peer support or other digital support services and be comfortable engaging with people who may be going through challenging times. You’re also a team player who’s effective in  working across departments and supporting volunteers.

Expected travel for this role is: 1-2 times per month and attending team away days plus two organisational away days a year.

We are committed to actively promoting equality, diversity, and inclusivity. In line with our strategy we welcome approaches from individuals from underrepresented groups, including minority communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.

We’ll accept applications for anyone wishing to work 28 hours per week, please state this in your cover letter.

Application DeadlineSeptember 03, 2025DepartmentResearch, Policy & Services Employment TypePermanentLocationLondon/HybridWorkplace typeHybridCompensation£34,950 - £37,950 / year

Key Responsibilities

Online Community Forum Management and Growth

• Manage and moderate Blood Cancer UK’s online community forum.
• Support the growth of the forum to increase access to digital peer support, in line with the digital marketing strategy.
• Develop user journeys to connect forum members with relevant Blood Cancer UK services and information.
• Use data and user feedback to inform approaches that support engagement, improve user experience, and contribute to platform development.
• Provide information and support to forum users as needed.

Volunteer Stewardship

• Coordinate the recruitment, induction, and training of volunteers who provide peer support.
• Provide ongoing support, supervision, and development opportunities for volunteers.
• Facilitate group sessions to support collaboration and learning among volunteers.
• Work with the Volunteering and Support Services teams to identify and implement new volunteer roles that support wider service access.

Digital Support Service Development

• Triage enquiries through digital support channels, consulting with clinical colleagues when required.
• Provide accurate, timely information and support through digital platforms.
• Work with social media and communications teams to develop content that supports people affected by blood cancer.

All employees at Blood Cancer UK promote the organisation’s vision, mission and core values and are committed to actively promoting equality, diversity and inclusivity. This includes attending and assisting at Blood Cancer UK events and activities as required, including occasional evening and weekend work. All employees are expected to follow Blood Cancer UK’s policies and procedures and do any reasonable thing required by their manager.

Skills, Knowledge and Expertise

Knowledge

• Ability to use audience insights to design and develop products or services that meet their needs.
• Ability to consider barriers people might face in using our products and services, and use this this insight to make sure they are accessible to all

Skills

• Excellent written and verbal communication skills, with demonstrable ability to communicate face to face, over the phone, and online with a wide range of stakeholders
• Confident using data and insights to improve performance and make decisions
•  Working knowledge of data protection, confidentiality and safeguarding principles
• Excellent ICT literacy, including experience of handling data in a CRM system or similar

Experience

• Experience of managing and growing an online community forum or similar digital peer support service
• Experience of inducting, training and supervising/managing volunteers
• Experience of providing information and support to people via different digital channels (e.g. email, social media, website)

About Blood Cancer UK

FLEXIBLE WORKING & OUR BENEFITS

We welcome conversations about part time working, job shares, and all forms of flexible working right from application stage. You can get in touch with us at [email protected] if you want to ask us anything about flexible working.

Benefits: We think our benefits are brilliant, and the majority start from day 1. These are just a few of them:

• 30 days annual leave PLUS bank holidays
• Generous pension scheme and Life Assurance
• Enhanced maternity, paternity and adoption leave, as well as study leave and a day off to move house
• Wellbeing is a priority for us, we offer a wide range of individual and team support in our Wellbeing Hub
• Our Academy is our in-house Continued Professional Development (CPD) learning and development programme, including an internal mentoring scheme. We have organisation-wide focus days, which are days set aside for you to focus on your own development, without being interrupted by emails and meetings.
• Cycle to work and season ticket loans
• Opportunity to take sabbaticals

You can find full details about our benefits on our website.

Location: Working agile means we changed from having a culture where people are expected to be in the office from 9am to 5pm to one where we’re much more focused on what they deliver. We've built a positive culture where autonomy, trust, wellbeing and flexibility allow us to recruit and retain the very best people.   We recognise that teams still need to come together regularly to develop relationships and strengthen collaborative working.   Therefore, for the majority of roles, your contractual place of work will be one of our offices. The expectation for how often you will be required to attend the office is outlined in the job profile and will be discussed with you.   Details about our hybrid and agile working approach (including how travel expenses work) can be found on our website.

HOW TO APPLY

We ask you to send us a CV and cover letter. In your cover letter, we'd like to know why you're interested in working with us at Blood Cancer UK. It's also helpful if you tell us why you think you are a great candidate for this role based on the skills, knowledge and expertise section above. Your cover letter doesn't have to be too long, 1-2 pages is ideal. Please don't add photos or graphics to your CV, as we use blind shortlisting at this stage of the process.

Full details about our recruitment processes, including how we use blind shortlisting and what to expect at each stage of the process can be found on our website. Sometimes we close our vacancies early, usually because we have had a lot of great applicants, so we’d always encourage you to apply early rather than wait until the deadline.

WHY WORK AT BLOOD CANCER UK?

We're the 9th best charity in the UK to work for according to Best Companies 2021!

We started because of Susan, we’ll get there because of you.

Blood Cancer UK was started by one family who lost their daughter, Susan, to blood cancer, and that history and sense of family continues to shape who we are today. When you join Blood Cancer UK, you don’t just become an organisational employee – you become part of a collaborative community dedicated to funding research into beating blood cancer that includes some of the most inspiring people you’ll ever meet.

And we’re not that far away from beating blood cancer. We’re confident we can do it within the next generation, and this makes us hugely ambitious and gives us a sense of real urgency. It also means we’re changing quickly as an organisation as we constantly challenge ourselves and strive to become more and more effective. This pace of change means working here isn’t for everyone. But if you’re excited by the chance to work in a fast-paced, agile and supportive environment with the focus and ambition to beat blood cancer this could be the place for you! We focus on results rather than time spent at a desk, so we deliver more for people affected by blood cancer.

Blood Cancer UK offers the chance to work for and with people affected by blood cancer, and the opportunity to advance your career and develop your skillset whilst taking on exciting new challenges and making your mark.

EQUALITY, DIVERSITY & INCLUSION

We are committed to actively promoting equality, diversity, and inclusivity. Read our statement which reflects our strong drive to change in this area.

To this end we would welcome approaches from individuals from underrepresented groups, including minoritised communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.

You can read some examples of how we can support you through the application and interview process here.

Documents

Role profile - digital support services officer

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Digital support services officer - job pack

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