Job summary

The Sue Ryder Online Bereavement Counselling Service is a virtual service offering a series of counselling sessions with a qualified therapist via video. Our counselling team are home-based and currently provide support in our expanding service across the UK.We are looking for an experienced and efficient clinical administrator to help support our Online Bereavement Counselling Service for a fixed term of 12 months.This role will support the counselling team to provide a high-quality service and client experience through effective appointment and waiting list management, excellent client communication and technical support to both counsellors and clients during the service opening hours of 8am to 8pm Monday - Thursday and 8am to 5pm on Fridays.Shift patterns are Mon-Thurs 8-4, 9-5 or 11-7, and Friday either 8-4 or 9-5 (this is decided rotationally in consultation with the managers/other admins).

Main duties of the job

-Day-to-day management of the counselling service inbox, responding to general enquiries from prospective and existing clients in a sensitive and appropriate way.-Managing appointments using our bespoke platform including appropriate allocation of clients to counsellors for assessments and counselling sessions in consultation with team leaders when required.-Ensure maximum efficiency of the service, liaising with the counselling team to support with caseload management.-Management of the service waiting lists, ensuring people are brought into the service as quickly as possible and in line with their needs.-Training new counselling staff on using the service platforms.-Organise inductions and appropriate equipment e.g. laptop and phone for new counsellors joining the team.-Provide platform troubleshooting for clients and counsellors.-Minute monthly team meetings and other meetings as required.-Manage the client feedback process.-Manage daily, weekly, monthly, and annual reporting and data collection for the service.-Work with colleagues in the Digital team on any updates or enhancements to systems, including rolling out changes to counsellors and ensuring appropriate training & support.-Manage purchasing, invoicing and financial processes for operational costs relating to the service.-Provide administrative support to Head of Bereavement when required.

About us

At Sue Ryder, we cant make lifes most difficult moments easy, but we can carry some of the load. For more than 70 years, we have been a source of strength and support for anyone living with a life-limiting illness or grief.Dying and grief are universal experiences, but too many people face them alone. We are a safe and reassuring hand you can reach for. From providing care and support for someone at the end of their life to helping someone manage their grief, we know there is no one size fits all when it comes to how we cope and the help we need. We campaign for everyone who is approaching the end of their life or grieving to have access to the right support, at the right time. And we seek to break down the barriers to talking about dying and grief so we can all be better prepared and better equipped to be there for each other.