Clerical Administrator - 12 Month FTC

Clinical Administrator - Online Bereavement Counselling Service

Be there when it matters

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 on a 12 month fixed term basis. 

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 8am to 8pm Monday - Thursday and 8am to 5pm on Fridays.

Shift patterns are Mon-Thurs 8-4, 9-5 or 11-7, and Friday either 8-4 or 9-5 (this is decided rotationally in consultation with the managers/other admins).

About the role:
-Sharing workload and activities effectively with the other clinical administrator and communicating well with other members of staff throughout the day.
-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 with 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 Head of Bereavement when required.
-Organise travel and accommodation for team members when required.
-Work effectively, fairly and efficiently with another clinical administrator flexibly sharing cover of the service opening hours of and covering each other's leave when necessary.

About you:
-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.

In return, we offer a Competitive Benefits Package, including:
- 27 days holiday rising to 33 with length of service plus bank holidays (pro rata if part-time), - Company pension scheme
- Staff discount with thousands of retailers
- Enhanced maternity pay
- Refer a Friend scheme - £250 payment
- and lots more. Please visit our careers website for the full list.

Interview dates: TBC. CLOSING DATE 3RD MAY 2024

12 month fixed term contract
Sue Ryder, home based
30 hours per week 
£22,818 pro rata plus competitive reward and benefit scheme

If you want more than just a job, we want you. Join the team and be there when it matters.

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. From providing care and support for someone at the end of their life to helping someone manage their grief, we know there is no one size fits all when it comes to how we cope and the help we need. 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. And 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.