Cochrane seeks Community Support Officer - permanent, part time, flexible location

Cochrane seeks Community Support Officer - permanent, part time, flexible location

Specifications: Permanent, part time (0.4 FTE), flexible work pattern
Salary: £30,000 (pro-rata)
Location: Flexible (anywhere in the world) office-based/remote working
Application Closing Date: 31st October 2019 (12 Midnight GMT)

This role is an exciting opportunity to use your communication and problem-solving skills to make a difference in the field of health care research. 

The Community Support Officer will be joining Cochrane’s Community Support team. The Community Support team is the first point of contact for the international Cochrane community, providing a timely and coordinated support service. We resolve queries covering a broad range of areas including Cochrane Account login, Cochrane review software (e.g. Archie, RevMan), membership, training, websites, sales and research. The Community Support Officers are the day-to-day face of the team, answering the majority of queries and escalating complex enquiries appropriately.

This team sits within the People Services department in Cochrane’s Central Executive. The department provides all people-focused services within Cochrane, including inclusive learning programmes, platforms to enable participation in diverse Cochrane activities, human resources, consumer engagement and a wide range of internal and public-facing support services.

We are looking for a self-motivated and highly organised individual who is able to work effectively and collaboratively with a diverse range of contacts across the world.  The successful candidate will also have:

  • Experience in providing excellent customer service, including excellent interpersonal communication skills; a courteous, professional manner; and the ability to manage complaints with diplomacy and resilience.
  • Proactive and flexible approach to learning new systems and products in order to provide the best possible customer support.
  • Experience with software and systems related to customer service, such as HappyFox, Jira, SugarCRM and MailChimp.
  • Excellent English-language communication skills (both verbal and written), including experience in communicating technical content, tailoring standard communications to individual requirements, and working with people from a variety of cultural and linguistic backgrounds.
  • Good attention to detail to ensure that community members always receive accurate information.
  • Experience in working collaboratively within complex organisations, including diverse and geographically-dispersed staff, collaborator and stakeholder groups across different time zones.
  • Self-motivated and results-oriented, with excellent organisation and time management skills, including the ability to work to deadlines as part of an interdependent team working remotely.
  • Familiarity with and commitment to Cochrane’s mission and values.
  • Openness to continuous professional development and training.

Cochrane is a global, independent network of health practitioners, researchers, patient advocates and others, responding to the challenge of making vast amounts of research evidence useful for informing decisions about health. We do this by synthesizing research findings to produce the best available evidence on what can work, what might harm and where more research is needed. Our work is recognised as the international gold standard for high quality, trusted information.

If you would like to apply for this position, please send a CV along with a supporting statement to with “Community Support Officer” in the subject line.  The supporting statement should indicate why you are applying for the post, and how far you meet the requirements for the post outlined in the job description using specific examples.  List your experience, achievements, knowledge, personal qualities, and skills which you feel are relevant to the post.

  • For further information, please download the full job description from here
  • Deadline for applications: 31st October 2019 (12 midnight GMT)
  • Interviews to be held on: 14th November - times to be confirmed.

Tuesday, October 1, 2019