Excellent opportunity for an experienced Digital Communications Officer to join the Parliamentary and Health Service Ombudsman in London. PHSO is the final stage for complaints about the NHS in England and public services delivered by the UK Government. They look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right. The service is free for everyone. Complaints about government departments and other public organisations are referred to PHSO through MPs, while those about the NHS in England are usually received directly from complainants. When an investigation leads to an upheld complaint, PHSO seeks appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment.
About the role
You will join the Digital Communications Team which sits within the External Affairs, Strategy and Communications Department. Working in a fast-paced environment with a small team of skilled and dedicated communications experts, you will be a user-focused team player. You’ll be at the frontline of online communications with people who complain, organisations being investigated and wider audiences. To be considered for the role you’ll need to be an expert at creating exceptional content that resonates with audiences and expands digital reach. You’ll also be passionate about creating user-friendly and accessible digital communications. You’ll also have extensive experience of social media channels with a strong understanding of Twitter, LinkedIn, Facebook, YouTube, blogs, podcasts and e-newsletters. You must have an eye for emerging digital trends. You’ll also be comfortable and competent with website content management systems and analysing data.
• Manage the development of a steady stream of engaging and shareable content across our digital channels. • Monitor engagement on social media - replying to/moderating comments, sharing/retweeting content from other users, and identifying/engaging target profiles and accounts. • Support the production and promotion of our regular Radio Ombudsman podcast. • Manage set up and production of our regular e-newsletter. • Work with the Digital Designer to create engaging and accessible visual and video assets for use across our digital channels. • Work with the Senior Digital Communications Manager to audit our website content and develop and manage an ongoing content strategy and governance plan. • Work with colleagues across the organisation to produce website content and update website pages as required. This will include dealing with ad-hoc requests for website content. • Devise strategies to engage more followers and supporters to increase awareness of our role, promote good practice in complaint handling and share learning from our investigations. • Provide support and training to colleagues on use of our website content management system and social media. • Devise and manage low-budget paid for social media ad campaigns when necessary, for example for public consultations. • Stay up to date with social media trends and developments and advise on how we can use these to increase our digital engagement. • Produce regular reports on social media engagement and website use. • Work closely with the External Communications Managers to fully exploit opportunities to promote our digital content via mainstream media channels and increase our online reach. • Contribute to the development of new online resources and projects as part of the digital team. • Manage external designers, agencies, and projects as necessary.
• Educated to degree level or with equivalent relevant professional experience. • Demonstrable experience of: Managing, monitoring and growing engagement across social media channels Managing and producing user-friendly and accessible digital content in line with house brand and style guidelines Analysing complex written material and identifying and summarising key issues Optimising content for search engines Using paid social media and/or other digital marketing tactics to expand reach and engagement Advising and reporting on digital communications impact and outcomes. Excellent writing, editing and proof-reading skills, with strong attention to detail. Good judgement and the ability to recognise when to escalate an issue and when not to engage. Good knowledge of the latest trends/developments in social media. Good knowledge of content management systems (preferably Drupal) and social media monitoring tools. Excellent interpersonal skills and ability to deal with a variety of internal and external stakeholders. Good planning and organisational skills with the ability to manage and prioritise multiple tasks and meet deadlines. Creative, results-oriented and problem-solving approach to work. In-depth knowledge of the Microsoft Office suite and good knowledge of Adobe Creative Cloud. Ability to work collaboratively and apply feedback.
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