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.
