Engagement and Services Manager

National Rheumatoid Arthritis Society (NRAS)
Maidenhead, Berkshire
Closing date
14 Feb 2022

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Job Details

Key Responsibilities

The main responsibilities for the Engagement and Services Manager will include but are not restricted to, the following:

  • Responsible for developing and managing the effective implementation of the 2022-2025 strategy in regard to member and public engagement and growing our reach and depth of delivering NRAS services.
  • The post holder has overall responsibility for all NRAS Groups, including regional groups, JoinTogether groups, patient advisory boards and Ambassadors and, with the support of the Volunteer Co-Ordinator, ensures processes are in place to ensure all these groups are kept motivated, receive regular communication, have opportunities to feedback and are constantly developing and evolving. The post holder will ensure the Engagement Coordinator is maintaining data compliance via Salesforce and keeping Volunteers informed as to their legal obligations regarding data.
  • The post holder will work with the Membership manager to actively grow active membership engagement.
  • The post holder will work with the Events Manager on the development and delivery of the Wellbeing Courses including recruiting facilitators of the courses and working with the Membership manager on embedding and promoting the Wellbeing membership offerings.  
  • The Engagement and Services Manager will also work proactively across the organisation to explore new ways of working together and developing new initiatives for increasing our reach and engagement, in terms of membership , volunteers, NRAS Groups and patient advisory boards by harnessing more active engagement via the online community especially HealthUnlocked.
  • The post holder will oversee a calendar of patient engagement events and activities either face to face – Rheum4U or virtual – RheumZooms.
  • Co-chairing focus group sessions in partnership with the CEO/Director of Services/National Patient Champion.
  • To work with the database team to set up a new process for measuring volunteer value and reporting the success of volunteer contributions.
  • Develop an “added value” programme for Volunteers to ensure their continued motivation e.g. training opportunities.
  • Develop new methods of communication for Volunteers and Members and to communicate their experiences to the wider public (e.g. engaging on social media, podcasts).
  • To identify “highly skilled” Members and work with the NRAS team to develop a process whereby their skills can be utilised to the benefit of the organisation.
  • Working with the Support Services Manager, to develop the potential of the Here for You Volunteers to support the Helpline service.
  • Work with the Young Persons’ Project Manager (JIA) to ensure the engagement needs and volunteer requirements of JIA at NRAS are met.  
  • The post holder will manage the Engagement Co-Ordinator who is responsible for recruiting and managing all Volunteer applications for NRAS and JIA at NRAS and inducting and training new Volunteers.  The post holder will manage the Engagement Co-Ordinator’s professional development.
  • When necessary, occasional travel within the UK to help build and maintain relationships with NRAS Groups, Volunteers and stakeholders including rheumatology teams who support the local NRAS groups.

Other Duties and Responsibilities


  • To participate in NRAS team training and contribute to team activities.
  • To attend regular team meetings and individual catchups. 
  • The role will involve occasionally working outside of Monday to Friday and 9-5. 
  • To maintain confidentiality at all times and ensure respect for all other members of staff. 
  • To communicate effectively with all NRAS staff and volunteers and external stakeholders.
  • Out of hours working, potentially including very occasional weekends.
  • Any other duties as requested by the Directorate.

Qualifications and Skills


  • Minimum A level or equivalent.
  • Work in a similar role in a charity setting or teams/groups in a business setting.
  • Excellent people skills.
  • Experience of developing and delivering a strategy.
  • Excellent written communication skills.
  • Proficient use of databases.
  • Proficient use of Microsoft Office package.
  • Confident on major social media platforms.


  • Volunteer Management Qualification.
  • Project Management qualification.
  • Implementation of volunteer recruitment and training programmes.
  • Use of Salesforce database.
  • Understanding of legislation and policies relating to volunteering.
  • Understanding of the health environment and ideally of rheumatoid arthritis and JIA.

Personal Circumstances and Attributes

  • Full driving licence and car owner.
  • Confident presenter/speaker either in a training environment or at events.
  • Outgoing and friendly personality, able to communicate confidently with people of all levels, from health professionals to stakeholders and volunteers.
  • Ability to build and maintain positive relationships and be a motivational influencer.
  • Ability to work under pressure and to deadlines.
  • Ability to prioritise and manage multiple projects.
  • Highly motivated and committed.
  • Positive outlook and approach and ‘can do’ attitude.
  • Ability to represent charity at external events.

Other Requirements

  • NRAS expects all employees to respect the unique contribution of every individual and operates an equal opportunity and diversity policy.
  • All employees must work responsibly within the health and safety policy of the organisation and ensure they are observing this at all times.
  • This post will require a DBS check to be undertaken. Having a criminal record will not necessarily disqualify you from acquiring the post.

How to apply

If you wish to apply, please do so through Third Sector application process.

When writing your cover letter, please ensure that you provide specific examples to demonstrate your competencies, achievements and skills addressing the specific criteria set out. We recognise that some of your experience may be from unpaid roles as well as paid employment – please include any voluntary work if it helps to show why you are the right candidate for the job.


The National Rheumatoid Arthritis Society (NRAS) is the only patient-led organisation in the UK specialising in rheumatoid arthritis (RA) and juvenile idiopathic arthritis (JIA). 

The National Rheumatoid Arthritis Society (NRAS), is the only patient-led organisation in the UK specialising in rheumatoid arthritis (RA) and juvenile idiopathic arthritis (JIA). Due to its targeted focus on RA and JIA, NRAS provides truly expert and wide-ranging services to support, educate and campaign for people living with these complex autoimmune conditions, their families and the health professionals who treat them.

Find Us
01628 823524
4 Ground Floor
Switchback Business Park
United Kingdom
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