Clerical Administrator - FTC

Job summary

The Sue Ryder Online Bereavement Counselling Service is a virtual service offering a series of counselling sessions with a qualified therapist via video. Our counselling team are home‑based and currently provide support in our expanding service across the UK. We are looking for an experienced and efficient clinical administrator to help support our Online Bereavement Counselling Service for a fixed term of 12 months.

This role will support the counselling team to provide a high‑quality service and client experience through effective appointment and waiting list management, excellent client communication and technical support to both counsellors and clients during the service opening hours of 8 am to 8 pm Monday–Thursday and 8 am to 5 pm on Fridays. Shift patterns are Mon–Thurs 8‑4, 9‑5 or 11‑7, and Friday either 8‑4 or 9‑5 (to be decided rotationally in consultation with the managers/other admins).

• Day‑to‑day management of the counselling service inbox, responding to general enquiries from prospective and existing clients in a sensitive and appropriate way.
• Managing appointments using our bespoke platform including appropriate allocation of clients to counsellors for assessments and counselling sessions in consultation with team leaders when required.
• Ensure maximum efficiency of the service, liaising with the counselling team to support caseload management.
• Management of the service waiting lists, ensuring people are brought into the service as quickly as possible and in line with their needs.
• Training new counselling staff on using the service platforms.
• Organise inductions and appropriate equipment (e.g. laptop and phone) for new counsellors joining the team.
• Provide platform troubleshooting for clients and counsellors.
• Minute monthly team meetings and other meetings as required.
• Manage the client feedback process.
• Manage daily, weekly, monthly, and annual reporting and data collection for the service.
• Work with colleagues in the Digital team on any updates or enhancements to systems, including rolling out changes to counsellors and ensuring appropriate training & support.
• Manage purchasing, invoicing and financial processes for operational costs relating to the service.
• Provide administrative support to the Head of Bereavement when required.

At Sue Ryder, we can’t make life’s most difficult moments easy, but we can carry some of the load. For more than 70 years, we have been a source of strength and support for anyone living with a life‑limiting illness or grief. Dying and grief are universal experiences, but too many people face them alone. We are a safe and reassuring hand you can reach for, and we help people manage their grief.

We campaign for everyone who is approaching the end of their life or grieving to have access to the right support at the right time. We seek to break down the barriers to talking about dying and grief so we can all be better prepared and better equipped to be there for each other.

• Experience of working in a client/supporter/customer facing role to provide a high‑quality experience.
• Excellent communication skills, both written and verbal, especially when dealing with sensitive subjects and vulnerable service users.
• A high level of digital literacy with experience of working with online platforms and technology to deliver services.
• Able to work independently and to deadlines.
• High level of experience using video conferencing platforms, e.g. Zoom, Microsoft Teams.
• Understanding of confidentiality issues with service delivery and general GDPR principles.
• Experience of providing administrative support to a team.
• Highly organised and able to prioritise a busy workload with changing priorities.
• Proficient in using spreadsheet and office software such as Microsoft and Google packages.
• Confident with numerical work to produce monthly reports and collate service data.
• Understanding of basic finance processes.
• Possess a positive attitude and the ability to stay calm and focussed in emotionally challenging situations and communications.
• Able to talk about death, dying and bereavement.
• Able to communicate professionally and effectively both verbally and in writing.
• Able to manage workload independently while working remotely.

Date posted: 26 April 2024

Pay scheme:
Other

Salary: £22,818 a year

Contract:

Fixed term

Duration: 12 months

Working pattern:
Part‑time

Reference number: B0475‑RMOBCAFTC

Job location:

Kings House, Kings Street, Sudbury, Suffolk, CO10 2ED

Employer:

Sue Ryder

Employer address:
Kings House, Kings Street, Sudbury, Suffolk, CO10 2ED

Employer website: https://(Use the "Apply for this Job" box below)..org