Job Description

Information & Support Services Officer

Hybrid working

: Office based 2 days per week in Haywards Heath (fully remote working considered)

Salary: 28,000 per annum

(Full-time: 35 hours/week: part-time considered)

Application deadline

: Close of play on

Tuesday, 11 November 2025

.

UK Residency Requirement -

Applicants must be ordinarily resident in the UK to comply with legal and operational requirements.

Please note, to be considered for this role, you must include a one-page cover letter that explains:

Why you're interested in the role

What relevant experience and expertise you bring

Why you believe you're the right person for the position

Job Overview

Group B Strep Support is looking for a compassionate, organised, and digitally confident individual to join our small, friendly team. In this role, you'll provide vital information and support to families affected by group B Strep, helping them feel heard, informed, and supported.

You'll also support the delivery of our annual conference and events, helping us raise awareness and drive change across the maternity and neonatal landscape. Whether you've worked in a similar role before or bring transferable skills and a passion for our mission, we warmly welcome your application. You'll be joining a collaborative team where your input is valued and your voice truly matters.

Reporting to the Advocacy & Information Manager, who reports to the Chief Executive, this role has

three

key areas of responsibility:

Helpline & Information Services

Provide a safe, effective, and compassionate helpline for families Respond to enquiries via email, social media, phone and helpline software--most responses are written rather than spoken Monitor and reply to comments and messages on GBSS's social media channels, including Facebook, Instagram and TikTok Manage multiple email inboxes and ensure queries are answered promptly Keep GBSS's information materials and digital resources up to date with current guidance Ensure materials meet PIF Tick standards--clear, accurate, and accessible Help develop and send printed and digital resources to maternity and neonatal units Process resource orders, monitor stock, and arrange dispatch Support users with eLearning queries Track and report helpline usage to help improve services Create FAQs and self-help resources based on common questions.

Conference, Webinar and Event Coordination

Help plan and run GBSS's annual conference, webinars, and other events Liaise with speakers, manage registrations, and coordinate logistics Provide technical support during virtual events (e.g. Zoom, Teams) Manage pre- and post-event communications, including thank-you messages and feedback surveys Keep accurate, GDPR-compliant records of speakers and attendees Report on event outcomes and follow-up actions.

Other Projects and Activities

Design and analyse surveys to gather feedback from families and professionals Help prepare presentations, reports, and briefing documents Support internal and external communications, including drafting and follow-ups Maintain contact lists for health professionals, researchers, and partners Organise shared drives and manage version control Help coordinate GBSS's responses to consultations and updates to national guidelines Carry out other reasonable tasks to support GBSS's work and team

Personal Specification

Essential

:

Excellent customer service skills, including experience with helpdesk or ticketing systems. Strong written and verbal communication skills, able to explain complex information clearly and sensitively for diverse audiences. Highly organised, with the ability to manage multiple priorities and meet deadlines. Confident using Microsoft Office, Zoom, Teams and social media platforms (especially Facebook and Instagram, and ideally TikTok). Discreet and professional when handling confidential or sensitive information. Comfortable working independently and collaboratively in a small team. Basic data analysis skills to support reporting and service improvement.

Desirable

Experience in helpline or information services, ideally in a charity or healthcare setting. Familiarity with helpdesk software (e.g. Zendesk) and survey tools (e.g. SurveyMonkey). Understanding of maternity and newborn health issues, particularly group B Strep. Experience working with senior staff or executives. Awareness of safeguarding principles and inclusive service delivery. Experience in coordinating projects, especially in events or communications. Skills in designing and analysing surveys. Experience using shared drives and version control systems.

Staff Benefits

Annual salary

of 28,000 per annum (pro-rata if part-time)

Annual Leave

25 days per annum pro rata, plus bank holidays. An additional 3 days leave between Christmas & New Year. Option to carry over up to one-week's unused leave (subject to approval)

Contributory Pension Scheme:

GBSS matches employee contributions up to 4%

Training and Development:

We help staff learn and grow by offering training and support.

Workplace culture:

You'll work in a friendly team that values learning and working together.

Equal Opportunities

: GBSS is an inclusive, diversity-friendly employer. We welcome applications from all backgrounds and lived experiences

Flexible Working

: Hybrid working options available (fully remote working considered). Flexibility around hours and location, where possible

Wellbeing Support

: Access to mental health and wellbeing resource

UK Residency Requirement -

Applicants must be ordinarily resident in the UK to comply with legal and operational requirements.

Probation:

6 months, with regular reviews and support from the Advocacy & Information Manager.

References

: Applicants will need to provide two written references, plus contact details for an oral reference.

Applicants will need to provide proof of address/ID.

Interview process:

Initial interviews will be held via Teams or in person at our Haywards Heath Office during the week commencing Monday, 17 November 2025, with final interviews the following week.

We look forward to hearing from you!

Job Type: Full-time

Pay: 28,000.00 per year

Benefits:

On-site parking Work from home
Application question(s):

Are you able to commute to our Haywards Heath office twice a week? How do you meet the essential and desirable criteria for this role? Why are you interested in this role and why do you believe you're the right person for the position?
Work Location: Hybrid remote in West Sussex RH16 1GF