Support Services Manager

Title: Support Services Manager

Responsible to: Director of Information & Support

Salary: £26,000 – £32,000

Hours: 34 hours per week

Location: Glasgow or Liverpool Office, city centre, with some flexibility

Line manager: Director of Information & Support

The chosen candidate will hold a key post within our services team, working closely with colleagues in our information and support team. This role is dynamic and varied, requiring good organisational skills so you can support your manager as they develop services including our Ask the Nurse helpline, support groups and information days.

You will work closely within the organisation as well as external agencies, predominately based in Glasgow with regular travel across the UK.

Overall objectives

  • To ensure high quality support is provided via the Ask the Nurse service by supporting and developing the team
  • Identifying opportunities to work collaboratively and promote support services
  • To develop a programme of Information Days and support sessional staff in delivery and evaluation
  • To develop facilitation training, encouraging the development of support groups in areas of need
  • To monitor and respond to activity on our online forum, cultivating this as a source of virtual support
  • To work with the Director of Information & Support and the Clinical Director to identify and address policy issues on patient experience and treatment
  • To work with our Lung Cancer Connect Services Manager to develop and promote services and awareness of them
  • To work with Information Officer in ensuring information gaps are identified and materials reflect clinical practice
  • To provide submissions in response to patient consultation around new medicines, treatments in Scotland
  • To work with colleagues in the Information & Support team to identify ways to reach people affected by lung cancer
  • To promote the Foundations services through external relationships, partnerships and by providing evidence of impact.

Key Responsibilities

  • Development and delivery of Ask the Nurse service and online community contact, training and supervising staff
  • To act as a contact point with Lung Cancer Specialist Nurses across the UK
  • Maintain regular communication with support groups; arranging visits as appropriate
  • Co-ordinate delivery and development of facilitator training to Nurses and other Health Care professionals running support groups
  • To develop our network of support groups, linking with facilitators, providing written and face to face contact
  • Co-ordinate and co-facilitate Information Days, which are patient focused events
  • Work with staff across the charity to respond to the needs of those affected by lung cancer
  • Producing, monitoring and analysing data on service uptake, including monthly and quarterly reporting
  • Gather evidence and submit feedback on treatment developments (for SMC and NICE)
  • Identify current issues in lung cancer treatment and feed into policy development
  • Identify potential sponsors/ funders for service with support from Director/ Fundraising team
  • Encourage a culture of user engagement that supports the charity’s mission

Person Specification

Key qualifications, skills and abilities

  • Experienced registered nurse with oncology and/or thoracic experience
  • Ability to offer person centred support to vulnerable people
  • Proven skills in managing and supporting a team
  • Ability to manage strategy and work plan
  • Skills in monitoring and evaluating service activity
  • Ability to co-operate with colleagues to engage them in shared areas of work
  • Ability to manage a budget and maintain accurate records of expenditure
  • Experience/ confidence in presenting formally at conferences, preparing posters and representing the charity through a range of media

Key technical knowledge and experience

  • Experience of supporting clients in 1-1 and group settings and cultivating professional relationships
  • Awareness of good practice in confidentiality
  • Knowledge of current treatment for lung cancer and impact on patient experience
  • Experience of delivering training/ information to groups
  • Understanding of NHS structures in the UK and issues affecting cancer services
  • Experience of working with people who have long term health conditions and/ or cancer
  • Knowledge of setting up and managing services in a health or social care setting
  • Experience of partnership working with statutory or voluntary organisations
  • Confidence in using a range of Microsoft Office packages including word, excel, power point as well as propriety data bases
  • Experience of representing an organisation in professional external groups
  • Knowledge of involvement strategies and models and how these can be implemented in the charity environment

Key qualities

  • Willingness and ability to be responsible and accountable for support services
  • Ability to identify and respond to opportunities for service development
  • Ability to work well with people from a range of backgrounds with varying personal and professional skills and aspirations
  • Experience and/or interest in research/evidence gathering as part of service design
  • Flexible and approachable
  • Ability to motivate and mentor others
  • Excellent communication skills
  • Ability to plan, implement and monitor workload
  • Empathetic and non-judgemental approach towards those affected by lung cancer

About the team

The Information & Support team is based in Glasgow and offers a range of services to people affected by lung cancer across the UK. The team works closely with colleagues in Liverpool and working remotely.

Our main activities include: developing and distributing information designed to help people with lung cancer; running the Ask the Nurse service, Information Days and Support Groups across the UK; developing and delivering digital support and our Keep in Touch support service, offering Patient Grants and encouraging advocacy amongst people affected by lung cancer.

To apply: For the full application pack please email our Human Resource Manager, Rita Burke at and upon finishing your application, simply send this to Rita.