Operations & People Support Officer in Liverpool

Alder Hey Children’s Charity (based within the hospital), Liverpool

Job Purpose: This is an exciting opportunity to be at the heart of the Charity operations. This role is the first point of contact for supporters and requires outstanding customer care/ donor stewardship skills. The post holder is expected to foster excellent working relationships with all members of the Charity team, donors (existing and potential), volunteers and Trust staff. The role will support the fundraising teams, assist with our hospital and online shop, and play a key part in the administration and coordination of the Charity’s volunteering function, alongside providing support with People (HR) administration and processes.

Main Duties/Tasks:

• Undertake day to day administrative tasks as directed by the Operations & People Manager and Operations & People Team Leader, including the preparation of letters, reports and memos, ensuring the work is of a high standard, professional and accurate. Adhering to sensitive information protocols and keeping sensitive information confidential.
• Deal with all incoming telephone enquiries in a professional and helpful capacity and direct all incoming calls correctly and take accurate messages. Adhere to any confidential or sensitive information protocols.
• Contribute to the efficient running of the public Charity office by receiving all donors and visitors in a welcoming and friendly manner.
• Provide excellent customer care/donor stewardship in all interactions with donors.
• Manage the mail, ensuring it is opened, distributed and any donor correspondence is responded to in a timely manner.
• Process donations in line with established receipting procedures.
• Adhere to audit procedures and liaise with the Charity’s auditors.
• Carrying out filing in line with office procedures and ensuring the safe storage and archiving of documents/records on a regular basis.
• Provide support to the senior management team, including organising and scheduling meetings and room bookings.
• Undertake banking procedures and ensure donations are accurately recorded and banked.

Hospital & Online Shop:

• Process online orders for the shop in a timely manner.
• Run regular reports for the Operations Manager relating to online sales.
• Support the management of the online and hospital shop, ensuring they are stocked, and products are displayed in the best way.
• Provide good customer service within the shop inside the hospital Atrium and contribute to covering the front desk in the shop throughout the week, as requested by line manager.
• Cash up the till, ensuring sales are correctly recorded and takings are passed through for banking.

Database support:

• Process donations on the CRM database, liaising with fundraising teams to ensure this is recorded correctly, including from online platforms.
• Produce analytical reports from the fundraising database system, for audit purposes.

People/ HR support:

• Provide People/ HR administrative support within the areas of:

• Recruitment, including coordinating the recruitment process and the induction of new starters.
• Coordinating Volunteers; ensuring a stringent process from the expression of interest through to induction.
• Ensuring all staff have a DBS in line with the Trust requirements.
• Administration of staff annual leave allowance and absence reporting.
• Creating staff correspondence letters, including pay award, furlough or other required communication.

Other Duties:

• Be an outstanding advocate for Alder Hey Children’s Charity in line with the core values of the organisation.
• Be an active and supportive member of the Alder Hey Children’s Charity team, contributing to the team’s development and working collaboratively with colleagues and volunteers. Attend and support on events run by the fundraising teams where required.
• Any other reasonable duties as required by your line manager.

Person Specification:

• Experience of efficiently managing and delivering a demanding and varied workload.
• Proven track record of handling cash and working with tight protocols around audits and procedures.
• Strong track record of customer relations.
• Experience of working at a charity.
• Experience of using a CRM system or database.
• Experience of working with Shopify or other online sales platforms.
• HR experience or qualifications.

Skills and Attributes:

• Commitment to principles of equality, diversity and collaborative working.
• Excellent communications skills, both verbal and written across a range of audiences.
• Ability to build strong working relationships.
• Self-motivated and positive attitude with the ability to work under pressure in a fast-paced environment.
• Ability to work in a logical and organised manner and remain focused while adapting quickly to shifting priorities and emerging demands.
• Ability to work effectively as part of a team as well as independently.
• Understand the necessity of dealing carefully and within data protection legislation, with confidential matters, including handling both personal and business critical information.

Additional requirements:

• Strong interest in working for a children’s health charity.
• An understanding of and commitment to the values of Alder Hey Children’s Charity.
• Willingness to get involved with activities across the Charity.
• Willingness to occasionally work outside of normal office hours.

Our Values: Here at Alder Hey Children’s Charity, our values guide the way in which we work. By being courageous, working together, being passionate about our work, and making sure that we are creative in what we do, helps us to deliver the support necessary so that our hospital can continue to deliver the very best care for our young patients and their families. Our values are:

• Courage: we try new things and take risks to innovate and drive forward new ideas. We have the courage to speak up and take a stance. We are accountable, responsive and responsible. We are unstoppable.
• Together: we work together as one team, sharing our knowledge and learning. We work in partnership with patients, families, supporters and colleagues. We are respectful, celebrate diversity and empower each other to achieve our aims.
• Passion: we are passionate about what we do and why we do it. We work together to share and grow. We inspire others.
• Magical: we are fun, creative and child led. We create special moments, provide little extras and go further for our brave young patients.

In April 2025, the charity adopted a four-day working week policy, meaning staff previously working 37.5 hours a week are now working 30 hours a week to enable a four-day working week. We are confident that by embracing a more flexible and balanced approach to work, we can continue to create a thriving and fulfilling work environment while driving growth and success for our charity.

Note: This job description is intended to outline the general nature and level of work performed by employees within this role. It is not exhaustive and may be subject to change or modification as required by the needs of Alder Hey Children’s Charity.

Alder Hey Children’s Charity will make every endeavour to make any reasonable adjustments for applicants who require assistance in carrying out their duties due to a disability. Alder Hey Children’s Charity is committed to equal opportunities and positively welcomes applications from all sections of the community. Alder Hey Children’s Charity is committed to safeguarding children and vulnerable adults. The post holder will be required to complete an enhanced DBS disclosure check.

Job Closes – Monday 23rd February 2026

Interviews– Tuesday 3rd March 2026