RELATE LONDON SW

JOB DESCRIPTION

Job title:Appointments Administrator(Part-time)

Location:Neville House, 55 Eden Street, Kingston upon Thames, KT1 and 1a Hill Street (entrance on Water Lane), Richmond, TW9 1SX

Hours of work:24hours p.w. – Monday to Saturday on rota system including daytime and evenings.

Salary:£9.55 per hour

Responsible to:Service Manager

JOB PURPOSE

To work as part of the Administrative Team taking joint responsibility for the Appointments Administration for all our Services and counselling locations. To ensure the smooth running of appointments and other administrative systems, dealing efficiently and sensitively with clients and keeping complete and accurate computerised and paper records.

ACCOUNTABILITY

To the Service Manager and the board of Trustees of Relate London SW. The Admin Team works closely with each other, with the Service Manager, Chief Executive, Counsellors and other staff and volunteers.

DUTIES

Appointments and Reception

  • To provide the first point of contact for clients and to process telephone, email and face to face enquiries.
  • Using the computerised appointments system, register clients, make appointments, process cancellations and manage the client waiting list.
  • Communicate with clients by telephone, email or in writing to offer ongoing appointments for all counsellingservices.
  • To liaise with Counsellors, Psychosexual Therapists, the Counselling Supervisors and the Service Managerregarding client queries.
  • Provide a welcoming reception service to clients when they arrive for counselling.
  • Check all counselling rooms each day to ensure they are warm, tidy and that information, equipment and personal alarms are all in place.
  • To ensure that Counsellors have access to their daily schedule of appointments and ensure they are notified of any cancellations.
  • To prepare supporting paperwork for client and counsellor papers.
  • To maintain accurate computer and paper records necessary for making and following through appointments and for liaison with other staff and volunteers and for safe keeping and retrieval of clients’ records.

Administrative

  • To monitor the email account on a daily basis, responding to enquiries and requests as necessary.
  • To undertake other administrative tasks, both in relation to appointments and as required by the Service Manager.
  • To develop and maintain the paper filing system, ensuring records are easily accessible and up to date, archiving and disposal of old material as required, whilst ensuring compliance with confidentiality policy and data protection regulations.
  • To accurately input and retrieve computer data and provide timely and accurate reports to the Service Manager and Chief Executive as required.
  • To take responsibility for post, maintain a supply of postage stamps, post outgoing mail and receive and distribute incoming post.
  • Administration of counselling appointments delivered at all locations including counselling services provided under contract as required.

Financial

  • Take client payments by credit/debit card over the telephone and by cash in person and ensure all payments are recorded on the computerised appointments system in a timely fashion.
  • Ensure all client payments are received in advance of counselling taking place.

General

  • To arrange annual leave in consultation with the Service Manager and to be available to provide holiday and sickness cover for other team members as required.
  • To work in accordance with Relate London SW’s aims, objectives and strategic plans.
  • To comply with all organisational policies and procedures, in particular to ensure safe, fair and responsible working practices through the implementation of Relate’s Health and Safety, Equality and Diversity and Confidentiality policies.
  • To comply with any relevant legislation including Data Protection and Health and Safety at work.
  • To participate in the performance management process; agree objectives, discuss any particular issues that may arise and to consider any professional development that is needed.
  • To take responsibility for own professional development in order to fulfil the role effectively.
  • To attend team meetings and one-to-one meetings with your line manager.
  • To work flexibly, being prepared to undertake other duties and responsibilities commensurate with the role.

PERSON SPECIFICATION

Applicants must be able to demonstrate that they have the following skills, abilities and experience required for the post.

Essential

  • An understanding of, and commitment to the work of Relate;
  • Demonstrable organisational and administrative skills;
  • Pleasant and efficient telephone manner;
  • Good listening skills and the ability to react empathetically to clients’ difficulties whilst maintaining a professional stance and keeping to the task;
  • IT literate with experience of working with database systems, MicrosoftWord, Excel, email and internet;
  • Excellent team working skills;
  • A flexible, ‘can-do’ approach;
  • Willing to contribute to problem solving and suggesting improvements to organisational systems;
  • Ability to remain calm and professional under pressure;
  • Excellent interpersonal and communication skills;
  • Ability to manage own workload;
  • A good working knowledge of office procedures;
  • An understanding of the need for confidentiality.

Desirable

  • An understanding of the relationship issues that clients bring to Relate;
  • Experience of working with a computerised appointments system.

Compiled April 2017