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Arthritis UK, Sheffield (Hybrid)
£33,698.00 per annum (London), £30,365.00 per annum (rest of UK) plus benefits
We are looking for a highly organised and customer focused individual to provide an advisory and administrative service to our people.
Posted 1 week ago

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Brake, Remote
£20,800 per year
Posted 1 week ago Apply Now
HOST — "ally for action", Remote
£50,000 - £65,000 per year FTE
Posted 1 week ago Apply Now
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Base71 Youth Zone, Barnsley (On-site)
£40,000 per year
Exciting opportunity: Head of Youth Work & Partnerships to lead teams, grow partnerships and support young people across Barnsley.
Posted 1 week ago
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The Ehlers-Danlos Support UK, Remote
£37,000 - £40,000 per year
Lead membership and individual giving at EDS UK. Build meaningful supporter connections and drive the income that changes lives every day.
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The National Flood Forum, Remote
£42,230 per year
Head of Flood Support - Hybrid with significant travel within the UK
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Sheffield Mencap and Gateway, Sheffield (On-site)
£48,850 per year FTE (Actual Salary £39,608)
We are looking for an experienced Senior Manager to join our team and make a difference to the lives of everyone we support.
Posted 1 week ago
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MND Association, Remote
Competitive Day Rate - Outside IR35
Posted 1 week ago
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Not For Profit People, Remote
£28,337 - £31,485 full time equivalent plus home working allowance
Posted 1 week ago
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NSPCC/ChildLine, Remote
£28,337 - £31,485 per annum plus £500 working from home allowance (both pro-rated to reflect part-time hours)
Posted 1 week ago
Page 9 of 15
Remote
£30,000 - £35,000 per year FTE
Full-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Community Support Lead: Partnerships 

Reports to: Community Support Manager 
Contract: Full-time 

Role Purpose 

As Community Support Lead: Partnerships, you will play a key role in strengthening the relationships that underpin HOST’s work, ensuring every hosted partner (HP) receives consistent, responsive, and values-driven support. 

You will lead on partner onboarding, engagement, and ongoing support, ensuring needs are met with professionalism, empathy, and efficiency. This includes managing communications around invoices and payments, responding to general queries, and proactively identifying and escalating potential risks. 

Blending strong attention to detail with a people-first approach, you will shape and continuously improve the partner experience — from initial onboarding through to long-term collaboration — ensuring every interaction reflects HOST’s mission to support the world’s change-makers. 

Core Responsibilities 

1. Partner Engagement and Onboarding

  • Lead Welcome, Onboarding, and regular check-in calls with hosted partners, building clarity, trust, and consistency in every interaction. 

  • Provide clear guidance on HOST’s systems, processes, and expectations, ensuring each partner journey is well-defined and smoothly implemented. 

  • Identify risks, issues, or emerging support needs during interactions, and promptly share these with the Community Support Manager. 

  • Support escalations and follow-up actions to maintain a high-quality, responsive partner experience. 

  • Maintain accurate and up-to-date records of all communications, ensuring relevant information, issues, and risks are clearly documented and shared across the team. 

  • Negotiate PAYF contributions, add-on pricing, and additional services, ensuring partner needs are met efficiently and effectively. 

Reporting cadence: Weekly summary and inclusion in monthly CS reporting. 

2. Query Resolution and Partner Care 

  • Respond to general hosted partner queries with accuracy, clarity, and empathy, achieving a minimum 90% satisfaction score. 

  • Ensure at least 90% of queries receive an initial response within 24 hours. 

  • Maintain consistently high standards of written and verbal communication, reflecting HOST’s values of integrity, care, and responsiveness. 

  • Collaborate with Finance and Operations teams to ensure partner needs are resolved promptly and effectively. 

Reporting cadence: Weekly dashboard updates and monthly performance reporting. 

3. Partner Relationship and Invoice Management 

  • Work closely with hosted partners to amend invoices and resolve payment queries accurately and in a timely manner. 

  • Ensure all payment-related communications and outcomes are clearly documented in ClickUp and Zendesk. 

  • Monitor and report on invoice corrections, identifying trends and opportunities for process improvement. 

Reporting cadence: Monthly 

4. Risk Identification, Screening and Escalation 

  • Identify and assess potential financial, operational, or reputational risks arising from partner interactions. 

  • Conduct initial screening of partner-related concerns in line with HOST’s due diligence processes. 

  • Escalate identified risks promptly to the Community Support Manager or relevant stakeholders for review and mitigation. 

  • Contribute to monthly Community Support risk reporting and ongoing team learning. 

Reporting cadence: Real-time escalation of risks, with consolidated monthly reporting. 

5. Community Support Administration 

  • Maintain accurate, up-to-date records across ClickUp, Zendesk, and internal systems. 

  • Support the review and updating of standard operating procedures (SOPs) to ensure consistency and clarity across processes. 

  • Contribute to internal administrative tasks, ensuring operational readiness for audits, reviews, and ongoing compliance. 

Reporting cadence: Monthly 

6. Community Support Resources and User Journey 

  • Contribute to the development and continuous improvement of Community Support materials, guidance, and onboarding resources. 

  • Support the enhancement of the hosted partner user journey, ensuring all touchpoints are clear, consistent, and aligned with HOST’s values. 

  • Work collaboratively with colleagues to identify gaps and opportunities to strengthen the overall partner experience. 

Reporting cadence: Quarterly reviews with recommendations for improvement. 

7. Growth and Learning Areas (Development Focus) 

  • Take ownership of more complex hosted partners with advanced operational or financial requirements. 

  • Support the development of new Community Support Leads through training, mentoring, and sharing best practice. 

  • Deliver or support hosted partner Health Checks, ensuring all follow-up actions and documentation are completed effectively. 

Reporting cadence: As directed by the Community Support Manager. 

You Bring 

  • Experience in operations, client service, or relationship management within HOST. 

  • Strong organisational skills with a focus on accuracy, responsiveness, and care. 

  • Excellent communication and interpersonal skills, with confidence engaging across cultures and time zones. 

  • Familiarity with digital tools such as ClickUp, Zendesk, and cloud-based systems. 

  • A proactive mindset — curious, calm under pressure, and committed to service excellence. 

Key Relationships 

Internal: Community Support Team, Finance & Operations, Communications, Partnerships, and Capacity Building teams. 
External: Hosted partners, funders, and service providers. 

Performance Indicators 

  • 90% of hosted partner queries receive an initial response within 24 hours 

  • Maintain a hosted partner satisfaction score of 90% or higher 

  • Resolve invoice corrections and payment requests within agreed monthly timeframes 

  • Escalate all identified risks within 8 hours of detection 

  • Ensure SOPs and system records are reviewed and updated on a monthly basis 

  • Demonstrate ongoing improvements in the hosted partner experience and overall journey design 

Organisation
HOST — "ally for action" View profile Organisation type Non Charity Employer Company size 11 - 20

We believe in the power of people to do extraordinary things. Our mission is to host the world's change-makers, enabling climate and social action.

Posted on: 29 May 2026
Closing date: 19 June 2026 at 09:50
Job ref: CSL-Host
Tags: Communications, Engagement / Outreach, Partnerships, Risk Management