Carer Support Specialist Team Lead

Posted May 2

Description

An opportunity to bring together your leadership skills, emotional intelligence, systematic approach to tasks and digital confidence as part of a socially impactful, rapidly scaling tech startup. A full-time or part-time, largely remote working role that is open to individuals of all backgrounds including disabled people.

About Mobilise

Mobilise is a social care tech startup business, and has become the UK’s fastest growing online provider of support for the UK’s 13.6 million unpaid adult carers (someone who supports a family member or friend due to illness, disability, mental ill health or substance misuse issues). We believe caring for a family member, friend or neighbour should be properly supported so that together we care and thrive.

We are currently working with 30 local authorities, NHS bodies and voluntary/charitable organisations to find new ways to support carers in their areas. We have ambitious plans in 2023-24 to grow the number of clients we work with, so that we can reach more carers and develop new tools.

Since we launched just before the Covid-19 pandemic we’ve been able to reach over 350,000 people with resources, tools and community support for their caring role. That experience has enabled us to publish sector-leading research on how to engage and support carers online.

We’re a small but growing team with 15 full and part time members - many of whom have experience of caring. We work remotely, with one day a fortnight working together in London. We are an inclusive employer, valuing diversity and the unique perspectives each individual brings.

We believe passionately in our mission, so we work hard to be ambitious in the change we make. We bring our whole selves to work, we support each other to learn and grow - including through learning from mistakes (and even celebrating them!).

The role

As Carer Support Specialist Team Lead you will be involved in the daily delivery and oversight of our carer facing interactions, leading the team of 2 Carer Support Specialists. You'll be one of the human faces behind the digital solutions, welcoming carers to the Mobilise community. Our approach to interaction includes automated and scalable tools backed up by a team, some of whom have lived experience of caring. We use a coaching approach to empower carers to care and thrive. You’ll make daily use of your life experience, great listening skills and efficient approach to tasks. Caring can be a serious business so bringing lightness, fun and uplift makes a difference for carers and the team.

Key responsibilities will include:

  • Supervision and development of our Carer Support Specialist team working across 7 days a week 9am-9pm 
  • Following and developing daily processes, including automated interactions, to ensure that carers receive timely, accurate and emotionally intelligent contact 
  • Expertly facilitating a number of online regular UK wide groups, workshops and events. Developing a unique programme that has a measureable impact on carers
  • Responding to individual emails and interactions with carers to provide bespoke responses where necessary
  • Directly interacting with carers through one to one calls following a coaching approach, promoting independence and progress towards their goals. Moving them towards more long term, localised or specialised support where appropriate
  • Community management of our Facebook community and other online communities in development
  • Listening and responding to feedback from carers who are using our digital platforms, ensuring learning about carer experience and trends is fed back into iterative product development and that individual carers receive appropriate contact. 
  • Creating case studies that demonstrate carer journey and impact.
  • Leading peer reflection sessions, debriefs after difficult calls, growing coaching skills and training the team on new processes.
  • Embeding learning from our work with carers in the further development of services to be alongside carers at scale, maximising the opportunities for automation
  • Ensuring all contact with carers (either automated or bespoke) is appropriate, meaningful/impactful and aligns with Mobilise values
  • Responsibility for welfare and safeguarding issues, using appropriate judgement, experience and training to follow agreed procedures

As part of a small startup team, the successful candidate will be expected to work dynamically - lending a hand to other teams and responding to rapidly changing business needs as required. This role will report to the Head of Carer Support.

Requirements

Skills - the experience you’ve already gained

Essential

  • Leadership skills
  • For example: You are able to inspire a small team to deliver their very best. Creating space for them to grow, develop and be stretched whilst meeting the daily operational needs of the organisation. 
  • You’ll use a variety of approaches to support the team to understand and manage the impact of this work on themselves.
  • Exceptional levels of emotional intelligence and empathy
  • For example: You are able to hold a safe and inclusive space for carers in online groups, listen to difficult life stories in one to one calls and within our online communities, for example, on Facebook 
  • You will work with carers to move forwards, allowing them to take ownership of their challenges and avoiding dependency on our services
  • You’ll seek to manage the impact of this work on you personally, drawing on the support of the wider team as necessary to promote strong wellbeing.
  • Excellent written English and record keeping
  • For example: You create template emails that will be read by thousands of carers. You are able to understand and work with the brand tone to produce clear, concise and friendly interactions with carers
  • You’ll maintain accurate, consistent carer records, understanding the importance of GDPR 
  • Excellent time management and organisational skills
  • You manage your time well, making use of digital tools to plan and oversee capacity of the team.
  • You store information and documents in a logical order so that others can find them easily
  • Understanding of safeguarding principles and dealing with safeguarding and welfare concerns

Desirable

  • Experience of coaching in a personal or professional context 
  • Experience of group work in a personal or professional context
  • Experience managing an online community
  • Experience of working in at least one of:
  • Local government Adult Social Care teams
  • Health, social care or educational setting
  • Carer supporting organisations
  • Remote customer service operation
  • Personal experience of a caring role - current or historic
  • Experience of using ‘professional curiosity’ in exploring areas of concern ie. welfare, safeguarding 
  • Understanding of the broad range of support services available both nationally and locally

Ability - your capacity for growth and future achievements

  • Emerging leader
  • You are ready to take on more responsibility and be part of shaping our organisation as we grow, you are inspired by other leaders and are growing your personal development network
  • A collaborative mindset, our combined achievements add up to more than the sum of our individual strengths
  • For example, when you have a question, challenge or project, you seek input from others and work together to come up with a better than imagined solution
  • Working with what carers present, recognising boundaries and the remit of our service
  • For example, helping carers to make sense of where they are right now and build on their strengths - simple coaching approaches, good information and signposting
  • Quickly able to get to grips with new technology and services 
  • For example, you're confident (or keen to learn) using digital technology to improve processes.
  • We grow and try new tools/technology and services all the time. You don’t feel overwhelmed trying a new tool, in fact you’re keen to find out how it could benefit yourself and others. You'll then help others to build their confidence and skills.
  • Developing your authentic style
  • For example, you are ready to rapidly build on your experience and develop your skills as the organisation grows. You’ll be excited and proactive about personal growth, comfortable with making mistakes and willing to stretch your thinking about what you are capable of

Benefits & terms

Location: Currently we all work remotely from home, with occasional days working together. We make use of a shared working space in central London, meeting once a fortnight as a whole team. If working part-time you would not be expected to be in London regularly but could join us in the space if that worked well for you. We will expect you to be able to easily travel to meetings in central London 4 times a year. Reasonable accommodations will be made for individuals with disabilities.

Salary: £32,000 (FTE)

Hours: Full or Part Time (Happy to discuss 0.8 of a full time equivalent)

Holidays: 25 days per year and public holidays (Pro rata), plus your birthday.

Working pattern: Flexible, majority of hours to be during 9-5pm, Monday to Friday - UK time. Some evening work is required, 2 evenings per week 6-9pm. Essential online team meetings are on Fridays

Contract: Permanent

Technology: A laptop will be provided, you will need to have a reliable internet connection

Pension: 4% employer pension contribution

Private medical cover: Cover is provided through Benenden Health, a not-for-profit mutual society. Services available from day 1 include 24/7 GP helpline and mental health helpline . Further services available from 6 months including medical diagnostics and treatment, physiotherapy, mental health support and some surgeries.

Employee share options (EMI Scheme): Team members can share in the success of Mobilise through share options. Employees will be eligible after completing a probation period and options are subject to a vesting period.

Training and development: As a team working collaboratively together we learn a lot from each other daily. Reviewing personal development is part of our regular assessment process and we make good use of our wider networks and training budget to provide on going learning opportunities.

As a socially impactful startup, Mobilise employees are able to see the benefit of their work on lives of individual carers every day.

How to apply 

Click "Apply for This Job" at the top of this page. You will need to enter your contact details, upload a one page cover letter and CV and answer three short questions. We encourage applications from people of all backgrounds, including those with disabilities or from minority groups.

Agencies: We do not work with recruiters. Please do not get in touch.

The process

  • This job will be advertised from 13/04/23
  • Applications will close on 02/05/23 5pm
  • Application reviews to be completed by 03/05/23
  • The next application stage will be to submit a short video with your response to 3 questions
  • A first interview will be held by video call with Suzanne Bourne (Co-Founder and Head of Carer Support) and one of our Mobilise Support Specialists
  • Final interview will be held by video call with Suzanne Bourne and James Townsend (CEO and Co-Founder)
  • If you have any questions please email suzanne@mobiliseonline.co.uk

Mobilise is an equal oportunities employer, and we are committed to providing an inclusive, supportive and diverse work environment. We welcome and encourage applications from individuals of all backgrounds.