Digital Advice Service Owner

Digital Advice Service Owner
£40,250 pa + excellent benefits including 30 days holiday and flexible working
Sheffield
Closing date: Sunday 12 th September 2021 at 11.30 pm. Interviews: Wednesday 29th and Thursday 30th September 2021

Do you have the understanding of digital technology and people it takes to lead a team of content designers and other specialists that create and maintain high-quality user-focused content? Then join Shelter as a Digital Advice Service Owner and you could soon be playing a vital role at the heart of our Digital Advice team.

About Shelter
A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change, with individuals, in communities, across society, and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

At Shelter we are united by our purpose to defend the right to a safe home. Our enemy is the social injustice at the core of the escalating housing emergency. We believe that to win that fight, we must be representative of the people we are here to help and those who support our movement for change. In all our people decisions, we take pride in being inclusive, fair, equitable and transparent.

We have committed to combat racism both within and outside Shelter and welcome you on our journey to becoming a truly anti-racist organisation.

About the team
Part of Shelter's Telephone and Online Advice Services, the Digital Advice team works with users of our online advice services, and people across the organisation, to make our services and information simpler, clearer and faster. To ensure the team is operating efficiently and constantly improving a service designed to help people, we need a commercially aware individual with a passion for all things digital to champion the needs of service users and see that those needs are reflected in the high-quality content we produce.

About the role
The challenge here will be to increase the percentage of people that are confident they know how to take action appropriate to their situation with the information and advice they receive. That will involve working closely with our service users and multi-disciplinary teams to identify user needs and writing and owning agile/lean content production processes to meet those needs. It will also involve liaising with Business Owners to operate and iterate a live service that ensures people can get the support they need to assert their rights. Helping Product Managers promote ways of working in line with lean principles will be important too, as will leading on facilitating relationships within communities of practice and other parts of Shelter on issues around content production and development. Monitoring services and reacting to unexpected changes, leading the design and publication of content based on user needs and reviewing the work of content designers and experts from other disciplines - all are aspects of this high profile role.

We are happy to talk about flexible working, personal growth, and to promote a workplace where you can be yourself and achieve success based only on your merit.

About you
An advocate for accessible and inclusive content and happy to champion user-focused service delivery, you have an innate ability to take complex language and processes and make them simple to understand. You're also great at backing up and explaining your decisions based on evidence. Monitoring service performance and setting improvement goals for a team comes naturally to you too, as does coaching content design colleagues. And, when it comes to identifying unmet user needs, working with product teams to create and design new services or playing an active role in an organisation's content community of practice, again, you have what it takes to deliver.

Benefits
We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We're here so no one has to fight bad housing or homelessness on their own.

To find out more about the role and the benefits of working for Shelter please visit our website. Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.