Service Support Officer

• Job Title: Service Support Officer
• Reports to: Service Support Manager
• Location: Manchester, UK (Hybrid – 2 days in the office, 2 days working from home)
• Salary: £26,936 pro rata
• Hours: 26 per week - Tuesday to Friday
• Working Hours: 9am - 4pm (including a 30 min unpaid break)

Kooth is a fast-growing, mission-driven organisation transforming access to digital mental health support across the UK and US. Listed on the London Stock Exchange (AIM: KOO), our mission is to create welcoming, accessible spaces for personalised mental health care that helps young people thrive.

With 25 years of experience, Kooth has become a trusted leader in digital mental health, working alongside the NHS, government partners, and local communities to make high-quality support more accessible to young people.

Building on this foundation, we've expanded Soluna, our innovative digital mental health platform, across both the US and UK. First launched in California in 2024, Soluna has since expanded into New Jersey and Michigan. In September 2026, we reached another exciting milestone with the launch of Soluna by Kooth in the UK, bringing together our experience and innovation across both markets.

Through professional mental health support, moderated peer communities, and self-guided tools, we're helping young people access the support they need, when they need it.

At Kooth, we're more than a digital mental health platform. We're purpose-driven, people-centred, and grounded in our values:
Alongside You, Flexible, Compassionate, Committed, and Safe. If you're looking for meaningful work with measurable impact, you'll find it here.

Learn more at Kooth and Soluna.

As part of our Service Support Team within Service Delivery, the Service Support Officer will play an important role in supporting the smooth day-to-day operations of our services for adults, children, and young people. Working closely with the management team, you’ll help coordinate and maintain staff rotas, manage associated administrative tasks, and provide operational support to ensure our services run efficiently and effectively.

• To ensure that all Practitioners and bank worker hours are entered accurately onto the rota system to enable shifts to be covered with adequate staffing levels across the week.
• To monitor absences, including sickness and annual leave and identify gaps on rota and co-ordinate cover with the management team.
• To audit invoices and report any rota changes to the payroll department (overtime and bank staff)
• To work closely with the Management Team to forecast any foreseen ‘risk’ such as shortage of staff on the rota which means the services will not be adequately covered.
• To develop relationships with the Management Team and Practitioners, including bank workers to assist in covering sessions at short notice.
• To assist with and resolve any queries from colleagues regarding the rota, escalating issues where needed to the relevant departments e.g. Finance, IT Support or the People Team.
• To work with the Management Team to look for improvements in the rota system, including how the rotas are worked and created.

• Being the first point of contact for the general public, practitioners, and managers for adults and children and young people's Team offering information and helping them navigate available resources across the business.
• Dealing with enquiries via email and telephone and referring to the appropriate department as required.
• Collate data, analyse and provide specific reports as requested
• Supporting finance on a monthly basis to ensure all data is correct for payroll.
• Onboarding and offboarding practitioners on the Quinyx and XCP systems