This is an exciting opportunity to build and lead a trusted online peer support service that people affected by Motor Neurone Disease (MND) rely on. As an Online Communities Lead, you will have the autonomy to shape how the forum develops. You will take ownership of a live online service, with clear accountability for moderation standards, platform governance and overall service quality.

As an Online Communities Lead, you will make independent moderation decisions, including assessing safeguarding risks and applying proportionate escalation in complex situations. You will be comfortable holding responsibility for service-level risk, working within clear governance frameworks while acting decisively when it matters most.

You will act as product owner and primary administrator for the platform, managing configuration, permissions, workflows and continuous improvement. The Online Communities Lead will also lead and support a team of online volunteers, ensuring their wellbeing while maintaining consistent service standards.

Key Responsibilities

Take ownership of and lead the day-to-day delivery of online peer support services
Act as primary administrator and product owner of the community platform
Manage moderation, safeguarding concerns and complex risk escalation
Ensure compliance with GDPR, Online Safety Act and organisational standards
Analyse community data to inform service development and reporting
Grow reach and improve accessibility
Manage external suppliers supporting the platform
Lead, recruit and support online community volunteers
Maintain service continuity plans and respond to incidents

About You

Essential:

Experience managing online community platforms and tools
Strong knowledge of GDPR and Online Safety Act requirements
Experience handling complaints and crisis situations, including content moderation, escalation protocols
Ability to analyse community metrics and report on impact
Confident communicator, able to represent community voices
Experience managing or supporting volunteers, including remote management

Desirable:

Understanding of person-centred and accessible digital support
Experience developing or improving online services
Experience working with external partners or agencies
Background in a charity or peer support environment

Hybrid working expectations: This role is home-based with occasional travel to our Northampton office

Further information about MND Association and full job description is available in the attached Candidate Pack.

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, employees, volunteers, and stakeholders.

As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

What We Offer

28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
Access to UK Healthcare, including dental, eyecare, health screenings, and therapies
24/7 GP access via phone and video
Life assurance and confidential counselling helplines
Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
Access to Benefit Hub for discounts on everyday shopping
Enhanced pension scheme
Opportunities for training and personal development

About Us

Motor Neurone Disease moves fast. It takes away time, it takes away independence and it has no cure. Every day we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.