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Online Communities Lead

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360 Resourcing Solutions

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Location:
United Kingdom , Northampton

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

39200.00 GBP / Year
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Job Description:

This is an exciting opportunity to build and lead a trusted online peer support service that people affected by Motor Neurone Disease (MND) rely on. As an Online Communities Lead, you will have the autonomy to shape how the forum develops. You will take ownership of a live online service, with clear accountability for moderation standards, platform governance and overall service quality. As an Online Communities Lead, you will make independent moderation decisions, including assessing safeguarding risks and applying proportionate escalation in complex situations. You will be comfortable holding responsibility for service-level risk, working within clear governance frameworks while acting decisively when it matters most. You will act as product owner and primary administrator for the platform, managing configuration, permissions, workflows and continuous improvement. The Online Communities Lead will also lead and support a team of online volunteers, ensuring their wellbeing while maintaining consistent service standards.

Job Responsibility:

  • Take ownership of and lead the day-to-day delivery of online peer support services
  • Act as primary administrator and product owner of the community platform
  • Manage moderation, safeguarding concerns and complex risk escalation
  • Ensure compliance with GDPR, Online Safety Act and organisational standards
  • Analyse community data to inform service development and reporting
  • Grow reach and improve accessibility
  • Manage external suppliers supporting the platform
  • Lead, recruit and support online community volunteers
  • Maintain service continuity plans and respond to incidents

Requirements:

  • Experience managing online community platforms and tools
  • Strong knowledge of GDPR and Online Safety Act requirements
  • Experience handling complaints and crisis situations, including content moderation, escalation protocols
  • Ability to analyse community metrics and report on impact
  • Confident communicator, able to represent community voices
  • Experience managing or supporting volunteers, including remote management

Nice to have:

  • Understanding of person-centred and accessible digital support
  • Experience developing or improving online services
  • Experience working with external partners or agencies
  • Background in a charity or peer support environment
What we offer:
  • 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
  • Access to UK Healthcare, including dental, eyecare, health screenings, and therapies
  • 24/7 GP access via phone and video
  • Life assurance and confidential counselling helplines
  • Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
  • Access to Benefit Hub for discounts on everyday shopping
  • Enhanced pension scheme
  • Opportunities for training and personal development

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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