The role:

As our Service Support Coordinator, you will play a central role in supporting the day-to-day operation of Spoons services. You will be a welcoming first point of contact for families, coordinate referrals and enquiries, support the administration of our volunteer and peer support programmes, and help keep the systems and processes behind our services running smoothly.

Your key responsibilities will be:

Families and Referrals

Act as a welcoming first point of contact for families, volunteers and partners
Coordinate parent referrals, enquiries and signposting
Liaise with the Family Support Team to allocate referrals and ensure families receive timely and compassionate support
Manage incoming communications and ensure enquiries are responded to or directed appropriately
Recognise and appropriately escalate safeguarding concerns in line with Spoons policies and procedures

Volunteer and Peer Support Administration

Drive awareness of volunteering opportunities across Greater Manchester
Support volunteer recruitment, onboarding and induction processes
Coordinate references, DBS and compliance checks
Support volunteers and peer supporters in their day-to-day activities
Maintain accurate volunteer records and training records
Provide administrative support to the peer support programme

Administration and Operational Support

Coordinate meetings, activities and room bookings
Coordinate the ordering of stock and resources for groups and services
Maintain organisational systems, databases and documentation
Provide administrative support to help services run smoothly across the organisation
Ensure all family, volunteer and service data is handled securely and in accordance with GDPR and Spoons information governance policies

Monitoring and Feedback

Maintain records relating to referrals, volunteer activity and service engagement
Support the collection and collation of feedback from families, volunteers, partner organisations and engagement activities
Record and monitor volunteer activity and hours

Wider Organisational Contribution

Work collaboratively with colleagues to support the effective delivery of Spoons services
Contribute to wider organisational activities where required, in line with the role and level of responsibility
Promote the values and culture of Spoons

About you:

We’re looking for someone who has:

Experience of working in a busy coordination, administrative or people-facing role
Excellent communication and relationship-building skills, with the ability to engage sensitively with a wide range of people
Strong organisational and administrative skills, with the ability to manage multiple priorities
Lived experience of neonatal care or a strong understanding of its impact on families
Experience of maintaining accurate records and using databases or CRM systems
Confidence using IT systems and digital tools, including collaborative platforms such as Google Workspace
The ability to work independently and as part of a team and adapt to changing priorities
An understanding of safeguarding and confidentiality, with a willingness to undertake relevant training
A Commitment to equality, diversity and inclusion and the values of Spoons

Ideally, you will also have:

Experience of recruiting, supporting or coordinating volunteers
Experience within the voluntary sector, health or community sector
Experience of peer support programmes
Experience of working with NHS partners
Understanding of Perinatal mental health or family support services

Location: Hybrid working, with a mix of home working, office-based working and regular travel across Greater Manchester to support services, attend meetings and visit community and neonatal settings.

Hours: Part time – approximately 25 hours a week. Due to the nature of the role some evening and weekend work will be required on a regular basis.

Salary: £26,000 - £28,000 per annum

Contract Type: Fixed term for 12 months. We hope to extend the role beyond this period, subject to continued funding.

Holiday: 28 days plus bank holidays, plus Christmas closure (pro rata to your working hours)

Spoons is committed to safeguarding and promoting the welfare of children and families and expects all staff and volunteers to share this commitment. This role is subject to an enhanced DBS check.

Spoons are committed to being a fair and inclusive employer. We welcome applications from all backgrounds and appoint on merit.

Please note that you must be eligible to work in the UK, we are unable to offer sponsorship.

We want all candidates to shine in this process – please contact Bluestone HR (contact details in the job pack) if there’s anything we can do to make sure the application process works for you.

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Service Support Coordinator