Operations Support Officer - Relate NI

Operations Support Officer Charity Jobs NI is delighted to be recruiting on behalf of Relate NI for multiple Operations Support Officer positions based in Belfast. This is an excellent opportunity for organised, empathetic and resilient individuals to join a respected Northern Ireland charity, supporting the smooth delivery of vital counselling, mediation and relationship support services. Relate NI is the leading relationship support charity in Northern Ireland and has been working to support people and their relationships since 1948.

The organisation provides a range of therapeutic, mediation, educational and project-based services, all focused on helping to create a society where healthy relationships are at the heart of communities. These roles may also appeal to candidates searching for positions such as Administrator, Office Administrator, Client Services Administrator, Service Support Officer, Operations Administrator, Receptionist, Administrative Assistant or Support Services Officer.

The Role s Relate NI is currently recruiting for: 1 x Operations Support Officer 35 hours per week 2 x Operations Support Officer 24 hours per week Location Relate NI, 3rd Floor, Glengall Exchange, 3 Glengall Street, Belfast, BT12 5AB
Salary £24,479 per annum, pro rata for part-time roles. Annual Leave 25 days per year, plus 12 statutory days, pro rata for part-time roles. Reporting to Services Manager The Organisation Relate NI is a long-established charity providing relationship support services across Northern Ireland. Through counselling, mediation, educational programmes and specialist projects, the organisation supports individuals, couples, families, children and communities to build healthier relationships and access the right help when they need it.

Relate NIs services are delivered through two main areas: counselling and mediation. The Operations Support Officer will play a key role in supporting both areas, helping clients and referrers access services while ensuring the organisations day-to-day operations run smoothly.

The Role The Operations Support Officer is central to the support Relate NI provides to families, children, individuals, couples and community groups. Working as part of the operations and service delivery teams, the postholder will support the development and delivery of services by responding to enquiries, booking appointments, managing administrative processes, supporting clients and referrers, and ensuring that people accessing Relate NI are welcomed, guided and supported appropriately.

This is a varied and people-focused role requiring emotional resilience, empathy, initiative, flexibility and a mature approach. The successful candidate will be confident balancing competing priorities in a busy environment and will be committed to providing a high-quality service to clients, including those who may be distressed, anxious or in need of additional support.

Key Responsibilities The Operations Support Officer will support clients, referrers and colleagues across a wide range of duties, including:
Booking clients and families in for service provision. Scheduling appointments, sending appointment reminders and managing client documentation. Booking venues and processing invoices. Following up on missed appointments. Taking payments from clients where appropriate. Meeting and greeting clients attending Relate NIs offices. Providing clients and professional referrers with information and guidance about services and projects by email, phone and online chat.

Supporting clients who may be distressed or anxious and raising safeguarding issues with the clinical support team and management where appropriate. Managing general inboxes for staff and clients. Supporting quality assurance across Relate NI contracts and services. Providing administration support for counselling, operations, project leads, mediation and the CEO as directed. Supporting the development and implementation of policies, including safeguarding and confidentiality.

Carrying out general office administration, including stock, supplies and postal management. Collating and reviewing client and training evaluations. Carrying out any other administration duties required to support the smooth running of the organisation. Person Specification

Essential Criteria Applicants should be able to demonstrate: GCSE or equivalent grades AC in English and Mathematics. A minimum of 2 years experience working within a support setting, either in administration or direct service delivery.

Experience of working in confidential environments and handling data protection requirements.

Experience of prioritising tasks and competing priorities in a methodical way.

Experience of client management, including face-to-face, phone and/or email contact. Proficiency in Microsoft Office. Excellent communication skills, with the ability to adapt, actively listen and respond appropriately to clients in distress. The ability to create a welcoming environment for…