Sight Concern Worcestershire needs a new Services Administrator to contribute to the delivery of high quality services to the people we support.

You may be an experienced administrator or someone who is earlier in their career; what matters most to us is that you care about what we do and have the drive to help us make Sight Concern Worcestershire the best it can be for the people we support.

All of the details are below.  We are looking forward to hearing from you.  To apply, please send you CV and a covering letter explaining why you are right for this role to k.wakefield@sightconcern.co.uk

Applications should be received by 0900 on Monday 25th November 2024.

Hours:                   30 hours a week Monday & Wednesday 8.45-5.00, Tuesday & Thursday 9.15-5.00

Salary:                   £11.73 per hour (£22,873 per annum pro rata)

Location:               This role is based at the administrative quarters for Sight Concern Worcestershire, this is currently 2 Sansome                           Walk , Worcester, WR1 1LH

Contract:                12 months initial contract

Lived experience statement: Sight Concern Worcestershire recognises the particular and special value of lived experience of sensory loss within our team. We remain committed to improving wider diversity amongst our staff team and across our client base.

Overall Objectives: The Services Administrator will carry out a range of administrative tasks using knowledge of general office routines and procedures, together with a broad understanding of the charity and how the tasks directly support the service delivery team. They will be involved in guiding the work of less-experienced team members, such as volunteers and apprentices. They will be the voice and face of Sight Concern Worcestershire when people contact us. They will provide excellent customer service, dealing with a variety of clients and other stakeholders in relation to the charity’s activities.

Impact: The service delivery team will operate efficiently and effectively, making the best use of resources and providing high quality services. Sight Concern Worcestershire will be able to support less-experienced team members to develop relevant skills, equipping them with the knowledge and experience to provide additional capacity within the team and further their own career choices or personal goals. Stakeholders will feel valued by Sight Concern Worcestershire, encouraging them to feel involved and maintaining a positive image for the charity

Main accountabilities:

1. Receive and respond to everyday enquiries from clients and other stakeholders to provide timely, courteous and effective support and services.
2. Assist in the effective organisation of internal and external meetings and activities to support a high standard of service delivery and maintain our centre calendar.
3. Support the Head of Operations and service delivery team to prioritise timely support for clients through gathering appropriate information regarding their personal situation and immediacy of need.
4. Administer our regular clinics, ensuring clients information is added to our CRM system/database, waiting lists are accurately maintained and appointments are allocated in a timely manner, ensuring all clients are referred for appropriate after care.
5. Ensure any professionals and clinicians are provided with the information they need to complete their clinics.
6. Maintain stock levels of magnifiers and aids required for clinics, purchase and take payments for equipment that is required.
7. Display and maintain information points and noticeboards around the centre, updating as necessary.
8. Support the Engagement and Events Coordinator in administration for social functions and events organised by Sight Concern Worcestershire.
9. Support the Engagement and Events Coordinator in ensuring content on our website and social media platforms are kept up to date.
10. Maintain contact with stakeholders on the database ensuring information is up to date and compliant with the General Data Protection Regulations.
11. Provide a range of administrative duties for the team, using systems or processes to agreed standards, to maximise service quality and continuity.
12. Guide people who are less experienced, such as volunteers, apprentices and work experience students to support their development and ensure procedures are observed.
13. Plan and prioritise own week-to-week work activities, to ensure operational efficiency. Refer to more senior colleagues for prioritisation of non–standard work.
14. Ensure all activities are compliant with Sight Concern Worcestershire’s policies and risks are documented with appropriate avoidance and mitigation plans in place.
15. Use Sight Concern Worcestershire’s systems appropriately to ensure stakeholder data is captured in a way that is compliant with data protection legislation, enables clients to receive the information they want on an ongoing basis and for Sight Concern Worcestershire to measure the impact of what we do.

General;

The following points are common to all job descriptions

1. Undertake any other duties commensurate with the post.
2. Attend training, supervision and appraisals as and when appropriate.
3. Adhere to legislative and organisational policy and procedure.
4. Assist in the planning and improving of the delivery of service improvement and participate positively in the implementation of new working methods and practices as required.
5. Carry out any additional duties, commensurate with this post, that the charity may reasonably require.

Person specification

Please note all criteria are essential, unless otherwise stated

1 Specialist knowledge, skills and experience

1.1 Lived experience of sight loss or visual impairment (desirable)

1.2 Minimum 5 GCSEs at Grade C or above, or equivalent, or able to evidence ability at an equivalent level.

1.3 Business administration to NVQ Level 2/3 (desirable)

1.4 Competent in a range of IT tools i.e., Microsoft, Canva, databases, etc

1.5 The ability to adapt easily.

1.6 Experience of organising or administering clinics (desirable)

2 People management skills/ team working skills

2.1 Ability to guide and support people who are less experienced to assist with work, such as volunteers, apprentices, work placements, etc.

2.2 Ability to develop and maintain professional relationships both internally and externally.

2.3 Ability to work with others to improve customer service.

2.4 Willingness to work flexibly and respond to changing circumstances.

3 Planning and organisational skills

3.1 A methodical approach to information gathering, recording and reporting.

3.2 Able to prioritise and plan own workload in the context of conflicting priorities.

4 Innovation and problem-solving

4.1 Ability to use own initiative but to understand when to refer elsewhere.

4.2 Ability to remain confident, focused and professional in all circumstances.

4.3 Experience of using quality frameworks to assess and improve work (desirable).

5 Communication skills

5.1 Good written and oral communication skills with the ability to build sound relationships with clients and other stakeholders.

5.2 Ability to communicate effectively with diverse groups of people

5.3 Experience of using digital media in the workplace (desirable)

5.4 Experience of using accessible methods of communication (desirable)

6 Equal opportunities

6.1 Ability to understand and demonstrate commitment to Sight Concern’s Equal Opportunities Policy and to ensure all activities are consistent with the Equal Opportunities Policy