Jobs in Merton

Service Charge Specialist | Hybrid | Westminster Bridge Road

Ready to put your service charge expertise to work where it really matters? At Peabody, you'll help ensure residents receive accurate, transparent service charges while delivering a great customer experience.

You'll manage service charge budgets and reconciliations, investigate queries, analyse costs, and work closely with teams across the business to make sure charges reflect the services delivered.

We're looking for:

• Experience managing service charges, budgets and reconciliations
• Knowledge of service charge accounting and relevant legislation
• Strong customer service and communication skills
• CIH or IRPM qualification (desirable)

Why Peabody? With up to 30 days' holiday, up to 10% pension contribution, 4x life assurance, volunteering days and flexible benefits, you'll join a values-driven organisation making a real difference to people's lives.

About The Role

At Alzheimer’s Society, we believe no one should face dementia alone. Every conversation, every decision and every action we take can make a real difference to the lives of people affected by dementia.

We're looking for an experienced and compassionate Safeguarding Manager to lead our national safeguarding case management team. This is a unique opportunity to provide professional safeguarding leadership across Alzheimer's Society, ensuring adults at risk receive safe, timely and person-centred support while helping shape safeguarding practice across a national charity.

You'll manage a team of Senior Safeguarding Officers and Safeguarding Officers, providing professional supervision, coaching and leadership. You'll oversee the management of complex safeguarding concerns, provide expert advice on safeguarding legislation and risk management, and ensure decisions are evidence-based, proportionate and aligned with statutory guidance.

You'll be at the heart of our safeguarding practice, balancing operational leadership with strategic oversight. One day you may be supporting your team through a complex safeguarding concern, the next you'll be analysing safeguarding data, presenting assurance reports to senior leaders or driving improvements to safeguarding policy and practice.
Working collaboratively across the Society and with external safeguarding partners, you'll help create a culture where safeguarding is everyone's responsibility, ensuring people affected by dementia receive the highest standards of care, protection and support.

About you

You will have:

- A recognised Social Work qualification (e.g. BA, MA, DipSW) and current registration with Social Work England. 
- Experience leading or supervising safeguarding professionals, providing reflective supervision, coaching and professional development.
- Experience managing complex safeguarding concerns, providing professional oversight and supporting defensible decision-making.
- Experience undertaking quality assurance, audits or case reviews to improve safeguarding practice.
- Analytical skills with experience using safeguarding data to identify trends, monitor quality and drive service improvement.
- Communication and influencing skills, with the confidence to advise, support and challenge colleagues and senior stakeholders.
- Organisational skills with the ability to manage competing priorities and make sound, evidence-based decisions.
- Confidence using Microsoft Office applications and case management systems.
- An understanding of dementia and a commitment to championing the needs of people affected by dementia.

Key Responsibilities:

- Act as the escalation point for safeguarding concerns, supporting defensible decision-making and organisational assurance.
- Promote high-quality safeguarding practice through professional guidance, coaching and quality assurance.
- Lead safeguarding audits, thematic reviews and quality improvement activity to strengthen safeguarding practice across the Society.
- Analyse safeguarding data to identify emerging risks, trends and opportunities for improvement.
- Produce reports and assurance information for senior leaders, governance groups and safeguarding oversight processes.
- Build effective relationships with statutory agencies, safeguarding partnerships and external organisations.
- Contribute to the development of safeguarding policies, procedures, strategy and organisational learning.

Role: Support Services Lead (Volunteer & Service Operations)

Fixed-term contract (12 months, with possibility of extension)

3 days a week (2.5 days considered for exceptional candidate)

Expected start date September 2026

£35,000 FTE (£21,000 for 3 days/week)

Location: Remote, with one working day per month in central London

About The Loss Foundation

Every year, thousands of adults across the UK turn to The Loss Foundation after the death of someone they love from cancer. At one of the hardest times in their lives, they find a safe place to be understood, connect with others who truly understand, and access specialist support.

Founded by clinical psychologists, The Loss Foundation is the UK's leading charity dedicated to cancer bereavement. Our evidence-informed services are delivered nationally through support groups, workshops, walks and a remarkable community of trained volunteers, ensuring more people can access compassionate support wherever they live. As we continue to grow, we're looking for someone who wants to help shape the next chapter of our support services. You'll join a small, ambitious team where ideas are welcomed, initiative is encouraged and every person makes a meaningful contribution to helping us reach more bereaved people.

About the Role

This is a key operational role at the heart of The Loss Foundation's support services. You'll coordinate our programme of bereavement support events and act as the main point of contact for our extraordinary community of volunteers who give their time to ensure nobody faces cancer bereavement alone. We're entering an exciting period of growth. Over the next few years we're expanding our national support services, growing our volunteer community and investing in new ways to reach more bereaved people than ever before. This role will play an important part in making that happen.

Although the role doesn't include formal line management, you'll have real ownership of your area and the opportunity to shape how our services develop. This role would suit someone who enjoys creating structure, building relationships and making a meaningful difference as part of a small, ambitious team.

What Success Looks Like

In your first 3 months you will...

• Learn how our support services and volunteer programme operate.

• Become the main point of contact for volunteers, building trusted relationships with volunteers.

• Take ownership of coordinating our programme of support events.

• Become confident managing the charity's day-to-day operational processes independently.

• Identify at least one opportunity to improve our systems, volunteer experience or service delivery, and begin implementing agreed improvements.

By 6 months you will...

• Have implemented improvements to systems and operational processes.

• Be strengthening and developing the volunteer support cycle.

• Be using insight from volunteers and beneficiaries to continually strengthen our services.
   

By 12 months you will...

• Help shape how The Loss Foundation delivers and grows its support services.

• Lead volunteer recruitment and onboarding.

• Become a key member of a small team helping guide the charity through its next stage of growth.

Key Responsibilities

Event Coordination

You'll oversee the smooth delivery of The Loss Foundation's programme of support services, ensuring events are well organised, appropriately resourced and delivered to a high standard.

• Coordinate the charity's programme of support groups, workshops, walks and other services.

• Manage event logistics, volunteer allocation and communications.

• Ensure event information is accurate across our systems and website.

Volunteer Coordination & Experience

You'll be the main point of contact for our volunteer community, helping volunteers feel informed, valued and well supported.

• Coordinate volunteer recruitment, onboarding and rotas.

• Maintain volunteer records and day-to-day communications.

• Help shape and continually improve the volunteer experience.
   

Process & Systems Improvement

As we grow, you'll help build the operational systems that enable us to support more bereaved people efficiently and consistently.

• Improve systems, processes and automated workflows.

• Monitor service activity and maintain accurate operational data.

• Identify opportunities to improve efficiency and support future growth.

 

Quality and Service Development

You'll help us continually strengthen our services through feedback and learning.

• Gather and review feedback from volunteers and beneficiaries.

• Recommend improvements to services and volunteer experience.

• Support the appropriate handling of complaints and safeguarding concerns.

About You

This role would suit someone who enjoys creating structure, building relationships and helping things run smoothly. You'll thrive in this role if you are -

• An excellent organiser who enjoys planning, coordinating and keeping projects on track.

• A warm, approachable communicator who enjoys supporting volunteers and working collaboratively.

• Comfortable managing multiple priorities and solving problems proactively.

• Experienced in event coordination, volunteer coordination or operational support.

• Able to work independently while contributing positively to a small, growing team.

• Motivated by The Loss Foundation's mission and committed to delivering compassionate, high-quality support.

What difference will you make?

You will sit at the heart of The Loss Foundation's support services, ensuring that thousands of people each year receive a warm, compassionate and well-coordinated experience at one of the most difficult times in their lives. By supporting our volunteers, strengthening our systems and helping the charity grow sustainably, you'll play a vital role in enabling us to reach many more people affected by bereavement in the years ahead.

 

To Apply

Please submit a CV and cover letter outlining your interest in the role and relevant experience. Shortlisted candidates will be contacted to arrange an interview on the 3rd September 2026. If you have any questions about the role, please feel free to get in touch.

Location: Great Ormond Street Hospital, WC1
Start Date: Immediately (subject to pre-employment checks)

About Citizens Advice Camden

Citizens Advice Camden is a well-respected local charity with more than 85 years’ experience of delivering free, independent and impartial advice and casework services to those most in need.

About the Role

This is an exciting opportunity to work in a well-regarded and innovative project contributing to achieving positive outcomes for some of the most vulnerable families in England and beyond whose sick children are being treated at Great Ormond Street Children’s Hospital (GOSH) We also provide an ‘open door’ service to our GOSH partners such as social workers and family support officers in our areas of expertise.

You will be expected to deliver high quality holistic advice and in-depth casework to families with children who are patients at GOSH across all Citizens Advice issue areas and this will include complex housing issues and with benefits cases up to appeal level.

Whilst we are keen to provide paid to train opportunities where we can, this role is not suitable for a trainee and such applications cannot be considered. Please check the person specification below to ensure you meet the requirements for the role before applying.

Being available onsite is an important aspect of this role and so this role is hybrid working.The exact split between remote/onsite working will be by agreement with the line manager and to meet the needs of the project which could change over time. This role is not suitable for remote working only.

To apply complete our application form and online application process at Adviser.

Closing deadline for applications is: 9.00am on Friday 21 August 2026

If you have recently applied for this role, please do not apply again.

​Early applications are encouraged as we are interviewing on a rolling basis and may close the role before the closing date.

CVs are not accepted. 

Interview date: 27 and 28 August 2026

Interviews will be held on Zoom.

The successful candidates will be required to provide documentary evident of their right to work in the UK, complete a satisfactory DBS check, and complete and comply with GOSH honorary status requirements.

Citizens Advice Camden is an equal opportunities employer.  We encourage applications from all sections of the community.

As The King’s Trust International continues to grow its impact and expand its reach, we have an exciting opportunity that will play a pivotal role in strengthening the charity’s finance function.

You will work closely with our Senior Head of Finance and Finance Executive to provide support across all aspects of financial management.

With a particular focus on supporting the fundraising teams and income recognition, this role will work closely with fundraising colleagues to record, analyse and accurately forecast income for King’s Trust International and its newly established trading subsidiary. You will lead on all aspects of management accounting for the trading subsidiary and support the preparation of its financial statements.

Your excellent communication and interpersonal skills will enable you to build effective relationships with colleagues across the organisation, while your strong planning and organisational skills will help you prioritise and manage multiple responsibilities in this busy and varied role.

Payroll Manager

We are seeking an experienced and detail-oriented Payroll Manager to lead and manage the end-to-end payroll function across a large national organisation. This is a home-based role with occasional travel as required.

Position: 6780 Payroll Manager

Location: Remote

Hours: Full time, 37.5 hours per week, Monday - Friday 9am-5pm. Flexibility is required around payroll processing dates each month

Contract: Permanent

Salary: £47,806

Closing Date: 05/08/2026. We reserve the right to close this vacancy early, if enough suitable applications are received.

The Role

As a Payroll Manager, you will take ownership of the full payroll lifecycle for a workforce of approximately 1,500–2,000+ employees, ensuring an accurate, compliant and timely payroll service.

You will lead a small payroll team, working closely with Finance and HR to ensure strong governance, reporting and continuous improvement across payroll operations.

As a Payroll Manager, you will:

• Lead the delivery of end-to-end payroll processing across monthly cycles
• Ensure payroll is accurate, compliant and delivered on time
• Manage payroll reconciliations, reporting and audit requirements
• Oversee complex payroll elements including statutory payments, deductions and variable pay
• Lead, coach and develop a team of Payroll Officers
• Act as a key point of contact for senior stakeholders across Finance and HR
• Provide payroll insights and reporting to support financial planning and decision-making
• Identify and implement improvements to payroll processes and systems
• Support system optimisation and work towards reducing manual processes
• Ensure submissions to HMRC and pension providers are accurate and timely

About You

Ideally, you will have significant experience managing payroll operations within a medium to large organisation, along with strong leadership and technical expertise.

You will be confident working in a complex, fast-paced environment and able to balance multiple priorities while maintaining high levels of accuracy and compliance.

You will need:

• Proven experience managing payroll for a large workforce (1,000+ employees)
• Strong knowledge of UK payroll legislation and compliance requirements
• Experience leading and developing payroll teams
• Strong stakeholder management and communication skills
• Experience working in a controlled or audit-focused environment
• Experience using payroll and HR systems (e.g. IRIS, Cascade or similar)
• A proactive approach to improving processes and systems

Experience within the charity sector or working in a complex, multi-site organisation would be advantageous.

In Return…

Benefits include:

• Flexible Working Options: Including hybrid working.
• Bonus: £500 bonus paid on successful completion of probationary period (pro-rata for part time roles)
• Generous Annual Leave, plus an extra day off for your birthday.
• Pension Plan: 5% employer contribution.
• Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments and exclusive discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts.
• Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance and Wellbeing Support: Employee assistance programme and wellbeing support.
• Inclusive Networks: Access to EDI networks and colleague cafes.
• Sustainable Travel: Cycle to work scheme and season ticket loans.
• Career Development: Ongoing training and support with opportunities for career progression and Practice Support: Clinical supervision and group reflective practice

About the Organisation

This independent charity is dedicated to supporting people affected by crime and traumatic incidents in England and Wales.  They are at the heart of the organisation and the support and campaigns are informed and shaped by them and their experiences.

The organisation is committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required. As a Disability Confident Employer, they will offer an interview to disabled candidates who meet all essential criteria for a job where it is practicable to do so and are also happy to make reasonable adjustments during the recruitment and selection process.

You may have experience in areas such as Payroll Manager, Payroll Officer, Payroll Assistant, Finance Officer, Office Manager.

Please note this role is being advertised by NFP People on behalf of our client.  #INDNFP

Planned & Cyclical Works Manager

East London (Hybrid) | £59,166 + Excellent Benefits

Goodman Masson are delighted to be partnering with Local Space to recruit a Planned & Cyclical Works Manager.

This is an excellent opportunity to take ownership of a growing planned investment function within a values-led organisation that is committed to providing safe, high-quality homes for residents across London.

Reporting directly to the Head of Asset Delivery, you'll lead the delivery of planned and cyclical investment programmes, managing budgets, contractors and programme performance while helping shape the organisation's long-term asset investment strategy.

This role would suit an experienced Planned Works Manager, Capital Works Manager, Contracts Manager or Senior Surveyor looking to take on a strategic leadership position with genuine autonomy and influence.

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The Role

You'll be responsible for the end-to-end delivery of planned and cyclical works programmes, ensuring projects are delivered safely, on time, within budget and to the highest quality standards.

Working closely with Strategic Asset Management and Building Safety & Compliance teams, you'll use stock condition data and asset intelligence to develop and deliver investment programmes that maximise asset performance, improve resident satisfaction and provide excellent value for money.

Alongside programme delivery, you'll provide commercial leadership across contracts, ensuring robust financial control, contractor performance management and compliance with relevant contractual frameworks.

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Key Responsibilities

• Lead the delivery of planned and cyclical investment programmes across the housing portfolio.
• Develop annual and long-term planned maintenance programmes using stock condition and lifecycle data.
• Take full ownership of programme budgets, forecasting, financial reporting and cost control.
• Procure, mobilise and manage planned works contractors.
• Chair monthly contract performance meetings and hold contractors accountable for quality, compliance and KPI delivery.
• Manage contract administration, including valuations, variations, final accounts and commercial negotiations.
• Ensure works are delivered in accordance with JCT, NEC or similar contractual arrangements.
• Undertake and oversee pre- and post-inspections to ensure quality standards are achieved.
• Monitor programme risks, contractor performance and financial exposure.
• Work collaboratively with Asset Strategy and Building Safety teams to align investment programmes with long-term asset plans.
• Maintain accurate programme and asset data across repairs and asset management systems.
• Provide professional leadership and technical expertise on planned investment across the organisation.

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About You

We're keen to speak with candidates who have experience delivering planned investment programmes within social housing, local authority or residential property environments.

You'll ideally have:

Contracts Surveyor (Healthy Homes)

East London (Hybrid) |  £50,862 + Excellent Benefits

Goodman Masson are delighted to be partnering with an established and highly respected Housing Association to recruit a Contracts Surveyor/Manager - Healthy Homes.

This is an exciting opportunity to join an organisation with a strong social purpose, delivering high-quality homes for thousands of residents across London. You'll play a key role in ensuring homes remain safe, healthy and compliant while leading the technical delivery of damp & mould remediation and Healthy Homes repairs in line with the latest regulatory requirements, including Awaab's Law.

If you're an experienced Surveyor or Contracts Manager looking to take ownership of an important service that genuinely improves residents' lives, we'd love to hear from you.

 

The Role

Reporting into the Operations Manager - Responsive Repairs, you'll oversee the technical management and contract performance of Healthy Homes and damp & mould cases from initial diagnosis through to completion.

You'll ensure works are delivered safely, to a high standard and within regulatory timescales, whilst driving contractor performance, customer satisfaction and value for money.

This is a varied role combining technical surveying, contract management, compliance oversight and customer-focused service delivery.

 

Key Responsibilities

• Manage the end-to-end delivery of Healthy Homes and damp & mould repair cases.
• Ensure cases are investigated and managed in line with Awaab's Law requirements and regulatory timescales.
• Diagnose building defects, identify root causes and specify appropriate remedial works.
• Undertake pre- and post-inspections to ensure quality, compliance and health & safety standards are met.
• Prepare repair specifications and issue works orders within agreed budgets.
• Monitor contractor performance, KPIs and service delivery standards.
• Attend monthly contract performance meetings and drive continuous improvement.
• Maintain accurate records across repairs and asset management systems.
• Provide technical surveying advice to colleagues on responsive repairs and disrepair matters.
• Build strong relationships with contractors, local authorities and internal stakeholders.
• Ensure residents receive excellent communication throughout the lifecycle of repairs.

About You

We're keen to speak with candidates who have experience within social housing, local authority or residential property maintenance environments.

You'll ideally have:

• Experience managing responsive repairs, damp & mould or Healthy Homes programmes.
• Strong building pathology knowledge with the ability to diagnose defects and specify repairs.
• Experience carry

Senior Corporate Fundraising Manager
Salary: £55,425 (inc LW)
Contract: Permanent, Full-time
Location: London Hybrid – 2 days per week in office
Closing date: 31 July
Interviews: 11 and 18 August
Benefits: 33 days annual leave (inc bank holidays) increasing with service, generous pension scheme of 6% employer contribution with 2% employee contribution

We are delighted to be looking for an ambitious Senior Corporate Fundraising Manager to join GamCare, the leading provider of support for people affected by gambling harms across Great Britain. This is a unique opportunity to build and lead a corporate fundraising programme from the ground up at a pivotal moment for both the organisation and the wider sector it supports.

As part of this exciting role, you will develop and deliver GamCare's corporate fundraising strategy, creating a proactive and sustainable income stream that supports the charity's mission. You will identify, secure and grow high-value corporate partnerships, develop compelling propositions, and establish the systems, processes and stewardship frameworks needed for long-term success. Working closely with senior leaders across the organisation, you will act as a corporate fundraising specialist and trusted ambassador, building relationships across a range of sectors including financial services, technology, hospitality and major employers.

A rare opportunity for a senior corporate fundraising professional to combine strategy, new business and relationship management in a role where they can leave a lasting legacy.

To be successful as the Senior Corporate Fundraising Manager, you will need:

• Significant experience in corporate fundraising or commercial business development, with a proven track record of securing five and six-figure partnerships.
• Experience developing compelling propositions, proposals and partnership solutions that align organisational and corporate objectives
• The ability to work strategically and independently, while collaborating effectively across multiple teams and stakeholders

If you would like to discuss this role, please email your CV to or contact us and quote the reference 3031JP

Ashby Jenkins Recruitment are a specialist charity recruitment agency. We use our extensive sector knowledge and experience to match candidates to the most suitable charity jobs. We are passionate about improving equality across the sector, and you can read more about our commitment to diversity on our website.
We take a relationship-led approach to recruitment in the charity sector and partner with you as the leading charity recruitment agency.

If enough applications are received, the charity reserves the right to end the application period sooner.

This is a genuinely exciting time to join our growing fundraising team and make a real difference to people affected by gyanecological cancers.

Our income from Major Giving is growing rapidly, and we've started to deliver exclusive and high-impact events. We have the internal buy-in, a committed group of highly-networked supporters keen to drive our plans forward and a Board of Trustees ready to support in any way they can. We now need the right person to step in and make this happen.

You'll be our lead for all philanthropy events and you'll need to have proven experience delivering high-value, income-generating events and strong project management skills to keep these on track. A key part of your role will also be in writing reports, building relationships and keeping donors and event attendees engaged for the long-run.

This is an incredible opportunity to truly make your mark on a programme and be proud of the impact you're having in your work.

No formal qualifications are needed and charity sector experience is not a requirement. We encourage everyone with the appropriate skills, experience and potential to apply.

NB as this is a critical role within the team we expect to interview throughout the current advertised recruitment period from w/c 3rd August onwards. The vacancy may close before the advertised closing date if a suitable applicant is identified and an offer is accepted, in which case we will update this advert immediately and inform all applicants.

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