Purpose of the Role

The Services Administration Coordinator is responsible for the efficient administration and coordination of client-facing support services. As the first point of contact for clients, the role ensures a welcoming and professional experience while supporting the smooth delivery of services through effective appointment management, diary coordination, client record management, and administrative support. The postholder works closely with therapists, facilitators, volunteers, and the wider services team to ensure services are delivered efficiently and clients receive a high standard of care and support.

Key Responsibilities

Client Reception and Customer Service

• Act as the first point of contact for clients, visitors, and service users by telephone, email, and in person.
• Provide a professional, compassionate, and welcoming reception service.
• Manage client enquiries and direct clients to the appropriate staff member, therapist, or service provider.
• Ensure reception and waiting areas are clean, welcoming, and organised.
• Manage reception email inboxes and ensure enquiries are responded to or forwarded appropriately.
• Monitor and respond to voicemail messages in a timely manner.

Appointment and Diary Management

• Coordinate, book, amend, reschedule, and cancel client appointments across services.
• Manage therapist and service provider diaries to ensure efficient scheduling and room utilisation.
• Prepare and distribute daily appointment schedules where required.
• Contact clients regarding appointment confirmations, reminders, cancellations, and service updates.
• Notify therapists and relevant staff of changes to appointments and schedules.

Service Coordination Support

• Support the day-to-day administration of front-office services and programmes.
• Liaise with therapists, facilitators, volunteers, and the Service Coordinator to ensure services run efficiently.
• Coordinate room bookings and maintain an accurate room allocation schedule.
• Monitor room availability and support effective use of facilities.
• Assist in the delivery and coordination of workshops, support groups, and service activities.

Client Records and Database Management

• Ensure all client interactions, appointments, and service activities are accurately recorded on Salesforce.
• Maintain accurate, confidential, and up-to-date client records in line with GDPR and organisational policies.
• Support data entry, reporting, and service activity monitoring as required.
• Assist with maintaining accurate service statistics and outcome records.

Administrative Support

• Prepare and organise client information packs, handouts, and service documentation.
• Assist with filing, scanning, photocopying, document management, and general administrative duties.
• Update staff and volunteer notice boards and communication materials.
• Provide administrative support to the wider services team as required.
• Support volunteers with Salesforce and front-office administrative tasks.

Communication and Team Support

• Work collaboratively with colleagues, therapists, volunteers, and external service providers.
• Ensure clear and timely communication regarding appointments, service changes, and client needs.
• Participate in team meetings and contribute to service improvement initiatives.
• Support a positive, professional, and client-centred culture throughout the organisation.
• Deputise for Service Coordinator when required.

Person Specification

Essential Criteria

Experience

• Previous experience in an administration, reception, customer service, or coordination role.
• Experience managing appointments, schedules, or diaries.
• Experience working with databases or CRM systems, preferably Salesforce.
• Experience providing excellent customer service in a busy environment.

Knowledge and Skills

• Excellent organisational and time-management skills.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong attention to detail and accuracy.
• Good IT skills, including Microsoft Office applications.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Personal Qualities

• Friendly, professional, and approachable manner.
• Compassionate and empathetic approach when dealing with clients.
• Strong team player with the ability to work independently.
• Flexible, reliable, and proactive.
• Commitment to delivering a high-quality client experience.

Desirable Criteria

• Experience using Salesforce or a similar CRM system.
• Experience working within healthcare, cancer support, community, charity, or social care services.
• Knowledge of GDPR and data protection requirements.
• Experience supporting volunteers and multidisciplinary teams.

Core Values

The postholder will demonstrate:

• Compassion and empathy
• Professionalism and integrity
• Respect and confidentiality
• Teamwork and collaboration
• Commitment to client-centred service delivery
• Continuous improvement and excellence in administration and service coordination