Job title: Engagement & Support Officer
Closing date for applications is Monday 27th July 2026 @1pm.
See below for the job description, more information about Care Opinion and how to apply
Job description
Responsible to: Tracy Molloy, Subscriber Services Manager
Hours: 35 hours per week = Full-time position. However, we are happy to offer some flexibility after discussion with a minimum of 28 hrs per week.
Contract: Permanent, after initial probationary period
Location: Care Opinion provides a flexible approach with home and office-based blended working depending on your preference and the business needs.
Salary: Grade 4.1 to 4.4: £23,928- £25,701 depending on experience and qualifications for the full-time position.
Benefits: 24 days holiday, statutory bank holidays, and your birthday off as leave! We also offer a generous pension scheme and Westfield Health membership. Care Opinion is a family friendly employer.
Job Purpose
Care Opinion CIC is an independent, not for profit social enterprise run by a small, committed and passionate team. Our mission is to make it safe and simple for everyone to share their experiences of health and care services in ways which connect people together for change. Inclusion, transparency, integrity and innovation are some of the values which drive what we do and how we do it. We run a feedback website and we work closely with staff in healthcare organisations across the UK and further afield.
We are recruiting an enthusiastic Engagement and Support Officer to be part of our Support Services Team and predominantly across Scotland but will also include projects across the UK and the wider business.
You will join a team responsible for delivering comprehensive support and engagement services to existing Care Opinion subscribers, while supporting the engagement and onboarding of new subscribers across health and social care.
Many of the organisations and teams that Care Opinion works with recognise they would like to do more with online feedback but need support to do this. This involves working with both an executive and operational lead to drive forward their involvement with Care Opinion. Support will be wide ranging; from helping to collate information and working on implementation plans, to supporting individual staff to promote Care Opinion at a local level and respond to online feedback in an open and transparent way.
The post holder must have a passion for harnessing the citizen voice in improving health and adult social care services, as well as share our commitment to delivering a personal and friendly customer service. You must demonstrate commitment to Care Opinion’s vision, mission and values.
Key role areas
The job includes:
- Preparing and delivering excellent training to staff from subscribing organisations via webinars and occasional face to face.
- Providing quick, constructive and engaging support and inspiration to subscribing organisations on all issues relating to the effective use of their subscription.
- Handling queries from other organisations and the public via telephone or email in a friendly and professional manner.
- Being the lead contact for a number of subscribing organisations and reporting progress to the Subscriber Services Manager.
- Carefully moderating stories/responses and ensuring accurate and speedy publication.• Contributing enthusiastically to sales and marketing planning and activity.
- Website administration: diligently updating service tree, maintaining subscriptions, developing and updating site pages.
- Proactively seeking customer feedback and using this to contribute to product and service development.
- Organising and participating in the delivery of informative subscriber, networking and awareness raising events, both online and occasionally in person.
- Contributing to Care Opinion’s social media presence e.g. BlueSky, Facebook, Instagram, Vimeo.
- Working closely with the wider support team to improve service delivery and creative engaging and exciting new initiatives for subscribing organisations.
- Carrying out all those necessary little administrative tasks as required.
Dimensions
- Customer service and support: Using a range of mechanisms and problem-solving skills to provide excellent customer service to subscribers and in engaging with the public and other key stakeholders.
- Training and presentation: Delivering essential training and information effectively through a range of face-to-face and online methods. This includes designing and facilitating sessions as part of our online training programme, as well as creating bespoke training for subscribers, primarily via MS Teams. Requires strong presentation skills, confidence in engaging diverse audiences, and a professional, approachable manner.
- Communication: Using a range of methods confidently and with skill, i.e. telephone, email, written reports, training documents, supporting subscribers to disseminate information to their colleagues and members of the public; provide training and support to subscribing organisations.
- Working in a team: Working closely with the Support Services team, understanding business priorities and challenges, participating enthusiastically, readily undertaking duties which ensure smooth running of day-to-day business.
- Technical: website updates using basic HTML; information management, use of database, spreadsheets; able to demonstrate a high-level IT confidence and attention to detail. •
- Organisation: Leading event management and delivery; being responsible for supporting and developing (with support) a certain number of subscribing organisations and reporting progress to the Subscriber Services Manager.
- Evaluation: Regularly assessing colleague and customer satisfaction, participating in self-evaluation through the review and appraisal system.
- Managing own workload: Be able to work independently and manage competing priorities within the support team.
Criteria
The post holder will be a confident and clear communicator who has a natural affinity for developing warm, positive, constructive and supportive working relationships not only as they provide excellent customer service but in their role as a member of a small team. We are looking for someone who is enthusiastic, self-motivated, able to work to deadlines and is tenacious to the nth degree! Being able to work effectively with colleagues and people from a range of backgrounds and positions and commitment to citizen feedback is essential.
As part of a small team, a flexible approach and the determination to do whatever it takes to get the job done is important.
Knowledge, skills and experience
- Has 2-3 years significant work experience in a health or care setting, customer service, support, sales or training environment.
- Possesses relevant experience or insight/awareness of health or social care services.
- Advanced IT skills.
- Confident and clear communicator using a range of media effectively.
- Has outstanding customer service and relationship building skills.
- Displays confidence and ability in demonstrate software and business processes to others.
- Has proven abilities in conveying new ideas to a wide range of people.
- Experience of using social media in communications and marketing
- Demonstrates regular use of various communication technologies (MS teams, Zoom etc) and is confident on the telephone.
- Prior knowledge of online tools such as Canva, VEED and Vimeo desirable but not essential.
- Has experience of website management/database management.
- Is able to read and deal with difficult and sometimes upsetting accounts of care. (Support and debriefs will be provided).
- Enjoys dynamic working environment with appropriate autonomy.
- Effective and supportive team player.
- Works flexibly, demonstrating a high level of self-motivation, initiative and resourcefulness.
- Demonstrates creativity and enjoys developing new ideas.
- Thrives under pressure and consistently delivers highest quality results. Possesses a clean driving licence, own transport and willingness to travel as required (desirable but not essential)
Ongoing recruitment process, here’s how to apply:
If you are interested in this position, please complete the application form which can be downloaded from the Care Opinion site, clearly showing the ways in which, your skills, knowledge, and experience matches our requirements.
care-opinion-job-application-form.docx
Applications to:
FAO: Tracy Molloy, email: info@careopinion.org.uk
by Monday 27th July 2026 @ 1pm
The interview process will involve an online interview over Microsoft Teams, including candidates tasks.
Questions?
If you have any questions at all about the role or Care Opinion, please give us a call on Direct line: +44 (0) 114 212 3642 or email tracy.molloy@careopinion.org.uk.
Want to know what a day in the life looks like for a Care Opinion Subscriber Support Officer? Download 'Day in the life PowerPoint'