Service Administrator Croydon, England
Job description
We are currently recruiting for one full-time, office-based Service Administrator supporting our Croydon and Merton school mental health teams.
We are looking for a warm and vibrant individual who is passionate about supporting children and young people, has good interpersonal skills with a clear and professional telephone manner and highly computer literate. If this sounds like you, please go through our application pack, (talkofftherecord.org) and return completed application form and the diversity and monitoring form via email to [email protected] by midday on Monday 11th September 2023.
Role Purpose: To be part of the administration team responsible for the administration of Off the Record’s services. The post holder will be the predominant point of contact for young people and professionals contacting the services and hence a sensitive and professional telephone manner will be of key importance. However, the post holder will NOT be acting as a mental health practitioner and will be expected to maintain clear boundaries between their role and that of the mental health practitoners.
Contract: This is currently a fixed term contract to 31/03/25 but may be extended if service contract is renewed.
*All roles within Off the Record are subject to Enhanced Disclosure and Baring Service checks*
This post includes occasional evening and weekend working for which TOIL will be given
KEY RESPONSIBILITIES
Administration for the services:
1. Providing general administrative support to the service manager and practitioners including developing/maintaining electronic and paper-based administrative systems and procedures to support the work
2. Responding to telephone and email enquiries from young people, parents and professionals
3. Greeting young people and other visitors to the building in a warm and friendly manner and ensuring the practitioner is altered to their arrival
4. Maintaining the service diary, booking and managing appointments for clients and managing room availability
5. Managing the service email inbox ensuring that emails are responded to promptly and appropriately and that relevant staff are aware of actions taken/required
6. Managing new referrals to the services as agreed with the service manager including responding to referrers, raising and managing queries and database entry
7. Managing client endings in relation to endings letters to clients and referrers and closure on the databases
8. Managing the archiving and deleting of ended clients on the database and paper records
9. Direct database entry onto Off the Record’s database including responding to database queries and creating statistical reports
10. Managing the administration of all support services provided to young people and parents, including building readiness, paperwork and reminder text/emails
11. Assisting with the creation and distribution of service publicity and information resources for use by counsellors and young people
12. Overseeing the work of administration volunteers, agreeing tasks and offering support as required
Building based Administrators:
1. Dealing with any minor building maintenance, liaising with Off the Record’s Administration
Manager/Office Manager in relation to building maintenance and office supplies and other issues as appropriate
2. Ensuring the counselling rooms and waiting area are ready and replenished for each day and maintaining all office & building supplies
Schools Teams Administrators:
1. Liaising with schools with regard to referrals, publicity, policies & procedures
2. Supporting the service manager and the school cluster lead in setting up and minuting cluster meetings
General:
1. Undertaking the role of First Aider and Fire Marshall if appropriate
2. Undertaking training in new areas of work as required
3. Attending and minute taking at meetings as and when required
4. Actively implementing the agency’s Equality & Diversity Policy in all aspects of the work
5. Attending Off the Record staff meetings, and training events
6. Any other tasks commensurate with the role
ADMINISTRATOR
Person Specification
KNOWLEDGE, SKILLS AND EXPERIENCE
1. Interest in and empathy for young people and ability to respond sensitively to young people in distress on the phone and in person and via email or text
2. Clear and professional telephone manner and good interpersonal skills
3. Ability to maintain clear working boundaries between the administrative role and the work of the practitioners
4. Highly computer literate and confident using Office 365 and related applications
5. Confident in the use of databases including database entry and producing basic statistical reports
6. Ability to cope under pressure whilst managing a variety of tasks and maintaining attention to detail
7. Experience of handling confidential information and an awareness of Information Governance / GDPR Regulations
8. Strong experience of general office procedures
9. Ability to work flexibly, on own initiative and prioritise own workload
10. Very good organisational, administration and time management skills
11. Ability to work as part of a small staff team
12. Commitment to operating within the policies of the agency including confidentiality and Equality and Diversity
13. A proactive, ‘can do’ attitude to the role
Off the Record is an award-winning young people’s mental health charity offering a range of support services for children and young people across the vibrant and diverse area of London Boroughs of Croydon, Sutton and Merton. The charity has been running for over 25 years driven by our vision of “building a compassionate mental health community for children and young people” and our staff team of around 70 reflects our local communities. In 2019 our work was recognised with a national GSK Impact Award.
We recognise our staff are our greatest asset and we work to ensure that all staff are supported, managed and supervised in their role. Lots of our staff have been with the charity for many years including a substantial number who originally started working with us as volunteers or trainees. Staff have access to regular internal and external training opportunities and to staff benefits including a company pension, an EAP and store & event ticket discounts.
Interviews to follow immediately. Please note that CVs will not be considered and all our posts are subject to satisfactory references and a DBS Check.
We welcome applicants from all sections of the community.
For further information about this and other opportunities, please visit Careers (talkofftherecord.org) where you can download an application pack
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Salary: £27,500.00 per year
Benefits:
- Company pension
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Croydon: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative experience: 1 year (required)
Language:
- English (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
Expected start date: 01/09/2023
