Regional Administrator

Company	Cruse Bereavement SupportSee more
Address	Derry, County Londonderry
Form of work	Permanent \| Part-time
Category	Banking

Job description

The role

Will be responsible for the day to day running of the local office, managing referrals calls from people who are bereaved, supporting volunteers with service delivery and ensuring effective recording and management of relevant systems and processes.

This post is based In Foyle Office and will manage meeting spaces across Western Trust area for service delivery. ability to travel independently across NI will be required.

JOB DESCRIPTION

Purpose of the Post

To support direct service delivery to People bereaved and volunteers across a number of branches
To deliver services in line with Cruse standards, policies and procedures
To ensure smooth running of regional administration, and carry out administrative duties as required by the region

Key responsibilities and duties

Service Delivery and Volunteer Engagement

Responsible for answering, and responding to telephone calls across the region, responding to emails and web enquiries in line with Cruse procedures
Prepare and send first contact information for clients to support them through the Cruse pathway
Carry out administrative tasks associated with arranging local or regional events, local or regional training courses (Continual Professional Development - CPD) and branch meetings etc.
Carry out administrative tasks associated with recruiting new volunteers, such as supporting the National Volunteering team to coordinate and book pre and post course interviews
Support new volunteer local inductions, and the issuing of Cruse identity cards
Support the Regional team to coordinate and improve administrative processes and tasks
Keep accurate and secure client and volunteer records, using the Cruse organisational database (CRM), and in line with GDPR and Cruse procedures
Support the admin needs of multiple branches, as part of a Regional team. Support the Head of Cruse NI and Service Delivery Leads with ad hoc admin duties
Support premises operations including ensuring that health and safety requirements are met, maintenance of office equipment and manage process for key holders
Process financial transactions which may include receipts and payments, preparation of payment for suppliers and branch expenses
Provide support to local fundraising activities (where appropriate)
Maintain a supply of stationery, Cruse literature and relevant other information

Client and volunteer support

Support the Head of Cruse NI and Service Delivery Lead with communications to volunteers and clients, including contributing to newsletters, social media and local communications
Facilitate other bookings and appointments to ensure that client work and volunteer support can take place in an efficient manner
Respond to client and volunteers enquires made via telephone call, email, web enquiry or post
Complete the booking and administration of UYBO sessions as part of the Cruse Client pathway
Accept and process client referral calls and information
Support the administration involved in the assessment and allocation process, including updating the CRM database and liaising with clients and volunteers
Administer the learning and giving (client donation) programme, including sending standard Cruse materials, gathering feedback, reviewing evaluation feedback, and reporting income back to volunteers
Carry out other duties that may be reasonably required from time to time, including supporting the duties of the Head of Cruse NI and Service Delivery Lead
Deal with safeguarding issues in accordance with Cruse procedures
Support the administration and monitoring of criminal record checks for existing volunteers (where required)
Ensure service provision promotes Equality, Diversity and Inclusion
Adhere to all policies and procedures of the organisation

We may ask you to undertake other tasks in line with your level of responsibility. Some volunteers may carry out some local tasks.

PERSON SPECIFICAION

Experience

Essential

Significant experience of providing administrative assistance in a service delivery environment
Working effectively with volunteers delivering frontline services
Experience of supporting people on the phone, email or web enquiry who are vulnerable or distressed, sensitive to the needs of the caller
Experience in recording personal and sensitive information on database systems
Experience of processing financial transactions

Desirable

Experience working with bereavement and/or bereaved people

Knowledge

Essential

Knowledge of GDPR legislation, including principles and requirements
Sensitivity to the differing needs of individuals in working within a diverse client/volunteer base
Knowledge of general service operations and administrative processes
Good understanding of safeguarding
Familiar with DBS checks (or willingness to learn)
Understanding of Equality, Diversity and Inclusion in a client service environment

Desirable

Understanding of bereavement issues, support and services

Skills

Essential

Competent IT skills including excel and use of organisational databases
Ability to work within a team
Ability to work remotely (when required, and if not office based)
Good communication and interpersonal skills
Competent in Microsoft Office, and use of digital communication platforms, i.e. Zoom, Teams
To maintain confidentiality
Support people through change effectively

Education and Training

Essential

Educated to NVQ level 3 (HNC/HND) or equivalent job related experience

Personal attributes

Essential

Good written and verbal communicator
Empathic and warm, positive and diplomatic
Good at building and maintaining rapport and trust
Cope in an environment where bereavement issues are discussed frequently
Flexible and adaptable to shifting priorities and new ways of working across the region

Commitment

Essential

Commitment to Cruse Bereavement Support’s mission, vision and values
Commitment to equality, diversity and inclusion
Willingness to work outside of normal hours / evenings and weekends when required
Willingness to travel within the region when required
Commitment to the future direction of Cruse, including regional ways of working

How to apply

Your application must consist of a CV, monitoring form and covering letter, which outlines your suitability for the role with reference to the Job Description and Person Specification and should be no longer than two pages. For full details and monitoring form, please see www.cruse.org.uk/jobs/

The closing date for applications is Friday 24th May 2024, with interviews taking place week commencing Monday 3rd June 2024.

Please be advised that if you do not hear from us by Friday 31st May 2024 unfortunately on this occasion you have not been shortlisted.

Cruse welcomes and encourages applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation.

Criminal Record Checks

All staff are required to complete a Criminal Record check. Staff working directly with clients will be required to complete an enhanced check. We comply with the relevant codes of practice and they can be viewed online:

Applicants in England and Wales: DBS Code of Practice
Applicants in Northern Ireland: AccessNI Code of Practice

Previous convictions will not prevent full consideration of your application to work with Cruse. Our Recruitment of Ex-offenders' Policy & Handling Criminal Record Check Data Policy are available on request by email.

We comply with all relevant data protection legislation and process your data fairly.

Job Types: Part-time, Permanent

Expected hours: 28 per week

Benefits: