At Your Voice Counts, we run advocacy services, support self-advocacy and user-led groups, and run drop-in sessions where people can get personalised help with a range of issues. This is a key role at Your Voice Counts, designed to ensure effective administrative and IT support to keep these services and groups running smoothly.
In your role, you will manage a small team of programme administrators, as well as having your own share of administrative tasks. Your team will be the first point of contact for our diverse client base and will complete a range of administrative tasks to help Your Voice Counts further our work with vulnerable people.
You will also work closely with the Operations Manager to support the day to day running of the office and play and important part in identifying and leading on parts of the organisation that need improvement, including your team in solutions.
The below Main Responsibilities describe the type of administrative work you and your team will complete on a daily basis. The Team Leader Responsibilities are specific to this role.
- To process statutory and case advocacy referrals, client contact forms and risk information, including uploading to our database (CharityLog), including liaising with professionals to ensure complete and accurate information is captured
- To be the first point of contact for queries about advocacy referrals or our community activities, via phone or email, including making appointments for our drop-in services
- To provide a welcoming, friendly and professional reception service, considerate to client group and professionals alike, supporting the operation of the Safe Places scheme
- To process staff records including creating new staff and volunteer profiles on our database and administer DBS checks
- To organise Care and Treatment Review meetings (CTRs) and complete associated administrative tasks
- To provide administrative support for team meetings such as room booking and minute taking.
- To take part in some client-facing work, this may include supporting our drop-ins or self-advocacy groups, or our admin volunteers with learning disabilities
- To support the Operations Manager with basic building maintenance and coordination
- To support the Operations Manager with marketing and communications tasks as required
- To support the Finance Officer with paying invoices, processing staff and volunteer expenses as required
- To complete any other office administrative tasks (e.g. processing post, typing letters, arranging travel) as required
Team Leader Responsibilities:
- To supervise, line manage and motivate administrative staff, completing regular supervisions with team members
- To coordinate cover of our reception and phones, taking into account holiday, sickness and project work
- To work closely with our Advocacy Managers and Head of Communities to regularly assess the administrative needs of the teams, then organising staff to meet these needs
- To encourage a culture of collaboration and peer support to meet shared goals
- To delegate tasks and set deadlines
- To identify training needs within the team and find solutions where appropriate
Just as our values are key to our ways of working, attitude is key to our staff team. We work in challenging, changing circumstances with a very vulnerable client group. We are looking for someone who is able to pay good attention to detail while also working at a fast pace to meet our statutory timelines. We are looking for someone who enjoys working closely with others and is able to identify and meet a variety of support needs. We’re looking for someone who is able to identify problems quickly and always seeks solutions.
The person we’re looking for will:
- Be able to solve problems quickly and make decisions
- Have good attention to detail, ensuring high quality of data and record keeping
- Be highly organised with an ability to handle a busy workload and prioritise effectively
- Be comfortable communicating with a range of professionals via email and on the phone
- Be comfortable communicating with people with learning disabilities and mental health issues (experience of this is desirable but not essential)
- Take initiative and always look for ways to improve systems and processes
- Have good IT skills, including experience using Microsoft Office, and be able to support others to use the suite effectively
- Have experience of and work well leading a team, supporting personal development of staff and providing appropriate challenge where practice needs to change
- Motivate and inspire others, and be able to bring people together
- Be friendly, approachable and non-judgemental
- Experience creating marketing materials and social media is desirable but not essential
- Strong IT skills with ability to support others with basic IT problem solving is strongly desirable