MAIN PURPOSE OF THE ROLE
To provide efficient, accurate and compassionate administrative support to The Freedom Project, helping the office and client pathways run safely and effectively. The postholder will often be a first point of contact for clients, referrers, professionals and visitors and must communicate in a calm, respectful and trauma-informed manner.
The role involves handling highly confidential and sensitive information in a fast-paced environment. It is an administrative position and does not involve providing specialist advice, counselling or direct support; any safeguarding concerns, disclosures or requests for specialist support must be passed promptly to the appropriate member of staff.
This temporary post will also support the charity while internal administrative systems, processes and IT arrangements are reviewed and improved.
KEY RESPONSIBILITIES
Front-line communication and reception
· Act as a welcoming and professional first point of contact by telephone, email, text message and in person.
· Respond sensitively to clients and others who may be distressed, anxious or disclosing difficult experiences, while maintaining clear professional boundaries.
· Take accurate messages, provide agreed service information and direct enquiries to the appropriate member of staff.
· Recognise potential safeguarding or immediate-risk concerns and follow the charity’s escalation procedures without delay.
· Ensure visitors are received respectfully and that confidentiality is protected within the office environment.
Referrals, waiting lists and appointments
· Receive, record and process referrals in line with current procedures, ensuring information is complete, accurate and passed to the appropriate staff member.
· Contact clients or referrers for missing or clarifying information using approved wording and processes.
· Maintain accurate waiting lists and update referral outcomes, allocations, closures and other changes promptly.
· Arrange, confirm, rearrange and cancel appointments; maintain staff diaries, room bookings and appointment records.
· Record attendance, cancellations and non-attendance accurately and support the issuing of reminders or follow-up communications.
Records, data and confidentiality
· Create, update and maintain accurate electronic and paper records, filing systems and client information.
· Enter information onto the charity’s database and produce routine reports, lists and monitoring information when requested.
· Complete data checks and support the improvement, standardisation and cleansing of administrative records and systems.
· Handle all personal and special-category information in accordance with UK GDPR, data protection requirements, confidentiality policies and organisational procedures.
· Immediately report any suspected data breach, information error or confidentiality concern to the line manager.
General office and team administration
· Provide typing, document formatting, scanning, copying, filing, post and mailing support.
· Prepare meeting papers, take clear and accurate minutes when required and distribute agreed actions or notes.
· Maintain shared calendars, office diaries, room plans, contact information, templates and administrative trackers.
· Use Microsoft Office, email, shared drives, databases and other digital systems confidently and accurately.
· Support managers and wider team members with reasonable administrative tasks and help maintain effective day-to-day office systems.
· Monitor stationery and office supplies and raise requirements with the line manager.
· Participate in team meetings, supervision, training and organisational development activities as required.
Organisational responsibilities
· Work in accordance with The Freedom Project’s values, policies, procedures and commitment to trauma-informed practice.
· Promote equality, dignity and respect and respond appropriately to the diverse needs of clients, colleagues and partner agencies.
· Maintain appropriate professional boundaries and seek guidance whenever a request or situation falls outside the administrative role.
· Undertake required safeguarding, domestic abuse, data protection and systems training.
· Carry out any other reasonable duties that are consistent with the purpose and level of the post.
PERSON SPECIFICATION
Administrative experience is an absolute requirement for this role.
Applications must clearly demonstrate experience of working effectively in a busy office or equivalent administrative environment
Substantial previous experience in an administrative role within a busy, fast-paced office or comparable environment.
Experience of handling confidential, personal or sensitive information appropriately.
Strong working knowledge of Microsoft Outlook, Word and Excel, with confidence using databases or case-management systems.
Accurate data-entry, record-keeping, spelling and document-production skills, with close attention to detail.
Ability to organise and prioritise a varied workload, meet deadlines and respond to changing demands.
Confident, professional and compassionate communication skills by telephone, email, text and face to face.
Ability to remain calm and respectful when dealing with people who may be distressed, upset or frustrated.
Ability to follow procedures, recognise the limits of the role and escalate safeguarding, risk or data concerns appropriately.
Ability to work independently, use initiative and contribute positively as part of a small team.
Understanding of confidentiality, data protection and professional boundaries.
Reliable, flexible and able to maintain consistent standards in a demanding environment.
Willingness and ability to complete required safeguarding, domestic abuse and data-protection training.
Experience of referral, waiting-list, appointment or diary management.
Experience of working in a charity, domestic abuse service, health, social care or other support setting.
Experience of minute taking and producing clear, accurate meeting notes and actions.
Knowledge of safeguarding and trauma-informed practice.
Experience of supporting system improvements, data cleansing or the introduction of new administrative processes.
APPOINTMENT REQUIREMENTS
· Appointment will be subject to satisfactory references and the appropriate Disclosure and Barring Service check.
· The postholder must maintain strict confidentiality and comply with all organisational policies and procedures.
· The role is office-based and may involve regular exposure to sensitive or distressing information relating to domestic and sexual abuse.
· The postholder is expected to use supervision and agreed wellbeing support appropriately and to maintain safe professional boundaries.
The temporary contract will end on 31 March 2027 unless ended earlier in accordance with the terms of employment.
Pay: £13.75 per hour
Benefits:
- Free parking
- On-site parking
Experience:
- Administrative: 2 years (required)
Work Location: In person
