Do you live and breathe social media and know what digital community management is (and what great community management looks like)?
Do you have some experience of working across social channels for a brand?
Do you love helping people and get satisfaction from having supported someone when they needed advice, guidance or just an ear to listen?
Do you want to work for a charity who, for over 30 years, has helped people every day, has an amazing history of health advocacy, funds ground-breaking scientific funding, campaigns for those affected by a life-changing illness, and works with organizations like the WHO and UNICEF?
If you answered yes to these questions, then this could be the role for you.
This is a new role at Meningitis Research Foundation (MRF), reflecting our growing focus on community development and digital engagement. It reports to our Support and Membership Manager, with a dotted line to our Communications Manager.
The role will be in our Communications, Advocacy and Support Team, with frequent cross-team working with our Research, Evidence and Policy and Fundraising teams, given you ample opportunities to work with a variety of people inside and outside Meningitis Research Foundation.
You will be responsible for developing our community engagement plans across our social media channels, as well as responding (on defined days, two days per week) to incoming phone calls, live chat and email enquiries from people who have a variety of questions and concerns around meningitis and septicaemia, including after-effects.
Building social media engagement plans for supporters across all social channels (Facebook, Instagram, Twitter and LinkedIn), in line with social strategy and growth ambition.
Daily social listening and engaging across LinkedIn, Facebook, Twitter and Instagram including Facebook Ambassador Group and all social media query handling for Support Services (original brand content and campaign activity sits with our Communications Manager).
Build social community engagement plan and implement it, sharing findings and recommendations for digital Ambassador and Supporter activity: nurture and grow Facebook group and wider supporter activity across all channels. Listen, reply, and trigger conversations to grow supporter base with clear targets on social engagement, reach, and growth in brand mentions.
Develop central process documentation, including social responses by channel, key targets, high influence network to bring consistency; embed a recognisable MRF tone of voice, and inform campaign and content development.
Develop social influencing and influencer targets and tactics that inform and feed campaigns and advocacy.
Lead on developing Meningitis and Me: embedding within the UK community and developing an international community engaged with and contributing to it, including promotional plans, YouTube and website presence. Work with the Communications Manager on long-term, international content creation to build a pipeline.
Provide two days cover per week to Support Services helpline (phone, email and online chat) as well as being the default holiday cover for the Support and Membership Manager as needed.
Professionally handle all incoming queries, in line with current disease information and as guided by the Support and Membership Manager.
Follow up notifications from Health Protection teams nationally and liaise proactively with Health Protection staff and with teams internally.
Help support people with questions about disability rights, benefits and health services.
Ensure accurate recording of all queries, as guided by the Support and Membership Manager.
Passion for, and some experience of, customer service and how that enhances organisational reputation.
Keen social media user with (ideally) some understanding of, and exposure to, developing social within a brand context.
Demonstrable experience of using LinkedIn, Facebook, Twitter and Instagram personally and ideally some exposure to using one or more of these channels professionally.
Understanding of what social supporter services is and its role in defining and developing brand, including latest trends.
Professional attitude, including in written communications and high attention to detail.
Keen eye for detail and accuracy, written and verbal, with a flair for the written word and an understanding of how words and visuals make great content.
Appetite to work for an organisation with clear societal purpose, in a role that genuinely makes a difference to people's lives and well-being on a daily basis.