Project & Administrative Support Coordinator | Provide CIC in Colchester

To provide administrative, project coordination, customer support, documentation, and compliance support across digital products and client services.

The postholder will assist with the day-to‑day running of support processes including triaging and responding to support calls, maintaining documentation and trackers, responding to routine client queries when needed, monitoring outstanding actions, and help keeping projects and operational activities organised and up to date.

The role is primarily a support role and does not carry responsibility for project management, technical decision-making or ownership of complex customer issues, which should be escalated to the appropriate colleague.

• Maintain and update user guides, process guides, functionality records, change logs, and other system documentation.
• Support the administration of customer support processes, including monitoring inboxes, logging queries, updating tickets, responding to routine requests, and escalating issues where required.
• Maintain project trackers, action logs, task lists, and progress updates across digital and product workstreams.
• Provide meeting and administrative support, including arranging meetings, preparing agendas, taking notes, recording actions, and circulating updates.
• Support Information Governance, compliance, mandatory training, business continuity, and assurance‑related administration.
• Maintain accurate records, shared folders, document libraries, trackers, logs, and filing systems in line with data protection, confidentiality, and Information Governance requirements.
• Prepare simple reports, summaries, updates, and administrative documents to support project, product, governance, and operational activity.
• Undertake other reasonable duties appropriate to the nature and grade of the role, provided the postholder is trained and qualified to perform them.

Provide is a Community Interest Company (social enterprise).

We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality.

Provide is owned by its employees and has primarily social objectives.

Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A highly respected, award winning health and social care provider. We expect our staff to demonstrate and uphold our values at all times:

• Vision: Transforming Lives
• Values: Care, Innovation and Compassion
• Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.

We welcome applicants from underrepresented groups.

• Eligible for NHS Pension
• Documentation and User Guide Support
• Update and maintain user guides, process guides, quick reference documents, and other supporting materials.
• Assist with ensuring documentation reflects current system functionality and agreed processes.
• Format, revise, and prepare documents for internal and client use.
• Circulate updated guides and supporting materials to clients and colleagues as required
• Help keep document libraries and shared folders organised and up to date.
• Functionality Records and System Documentation
• Maintain and update functionality records, change logs, and related documentation.
• Assist with keeping records accurate, clearly formatted, and appropriately stored.
• Send updated functionality records and related information to clients when required.
• Support the preparation of routine documentation relating to system updates, changes, and releases.
• Customer Support and Queries
• Monitor shared support inboxes and respond to routine customer queries using agreed templates and guidance in a timely and professional manner when needed.
• Acknowledge support requests and ensure they are logged, categorised and allocated correctly.
• Provide clear updates to customers on the progress of their queries where appropriate.
• Escalate technical, complex, sensitive or high‑risk issues to the appropriate colleague in a timely manner.
• Help maintain a professional and responsive service for clients and users.
• Support Ticket Administration
• Assist with the day-to‑day running of the support ticketing system.
• Log, update, monitor, and help progress support tickets.
• Follow up with customers and internal colleagues where information or responses are outstanding.
• Help encourage use of the agreed support process and ticketing routes.
• Support the smooth administration and ongoing use of the support ticket system.
• Project and Action Tracking Support
• Maintain project action logs, task trackers, and progress updates across a range of workstreams.
• Update trackers based on information provided by project teams and stakeholders.
• Chase outstanding actions and remind relevant parties of agreed deadlines.
• Help ensure project information is current, clearly recorded, and accessible.
• Assist with recording actions from meetings and following up on outstanding items.
• Meeting and Administrative Support
• Support the organisation of project meetings, workshops, and review sessions.
• Prepare agendas, circulate papers, and issue meeting invites where required.
• Take notes during meetings and produce clear action logs or summaries.
• Distribute notes, actions, and reminders following meetings.
• Provide general administrative support across digital and product‑related activities.
• Ensure all records, trackers, support tickets and correspondence are maintained accurate and handled in accordance with data protection, confidentiality and Information Governance requirements.
• Information Governance and Compliance Support
• Maintain trackers relating to Information Governance, mandatory training, and other compliance requirements.
• Monitor completion of required staff training and follow up on overdue items.
• Assist with updating business continuity plans and related operational documentation.
• Help keep governance records, assurance documents, and compliance files organised and current.
• Support routine administrative activity linked to governance and compliance processes.
• General Operational Support
• Maintain accurate records, trackers, logs, and filing systems.
• Assist with preparing routine summaries, status updates, and administrative reports.
• Support consistent use of templates, trackers, and documentation standards.
• Undertake other reasonable duties appropriate to the nature and grade of the post.
• Preparing simple reports or summaries
• OTHER

There may be a requirement to undertake other duties as reasonably required to support the organisation, which may include work at other organisations managed locations.

This may also include work outside of the postholder’s normal sphere of activities, including functions not detailed within this job description or working within another location, environment or NHS Trust.

However, the postholder will not be required to undertake any function for which he or she is not trained or qualified to perform.

Normal health & safety procedures would continue to apply and accountability remains with Provide.

• This advert closes on Friday 14 Aug 2026
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