Community Connections Administrator, Hybrid/Woking

Organisation: Through Community, Specialist and Outreach services, we support recovery, mental health, and wellbeing—together, every step of the way.

Main purpose of job: As a member of the Community Connections Team covering North West Surrey, Surrey Heath, Farnham, Guildford, and Waverley, you will manage front‑of‑house duties while liaising with staff, visitors, and clients. You will handle and process referrals, carry out a range of administrative tasks, manage data, and produce presentations and supporting materials for the team. Additionally, you will support the Client Pathway Coordinators to ensure a swift and effective approach to onboarding and off‑boarding clients. The post‑holder will be required to work flexibly within an agreed number of hours to ensure the most appropriate level of service provision.

Key Accountabilities:

• Be an initial point of contact via phone for clients, staff, referrers and partner agencies.
• Conduct and process telephone, email, website and letter referrals from professionals and clients.
• Conduct calls and correspondence in line with Catalyst policy on confidentiality, consent and information sharing and GDPR.
• Carry out reception duties for all visitors to the office base.
• Process incoming and outgoing mail for the service.
• Positively promote the service and partners delivering Community Connections.
• Take minutes at team meetings and meetings deemed suitable by Service Manager.
• Input data and information onto case management system; maintain accurate, up‑to‑date records and ensure they are kept in order in line with the service’s reporting requirements.
• Plan and produce presentations/materials for team meetings, presentations and training.
• Attend service promotional events as required by the Service Manager.
• May be required to undertake other duties in order to fulfil the objectives of the charity.

General terms of reference:

• Work collaboratively across the organisation to offer support to all main functions.
• Be committed to the role and support Catalyst to be the most efficient it can be.
• Be someone who believes in fairness and conducts themselves with integrity.
• Work flexibly across operational sites, including working from home arrangements in agreement with your line manager, as required, which may include evening and weekend work.
• Be motivated to improve personal performance, outcomes, contribution, knowledge and skills.
• Be professional when partaking in Management, Trustee Board and other work‑related team meetings; appraisals, workforce development and supervision processes.
• Keep abreast of developments in services, legislation and identify good practices where appropriate.
• Contribute to maintaining safe systems of work and a safe environment for all staff on site or working remotely.
• Represent Catalyst at external agencies/meetings and support our values and the culture of Catalyst.
• Assist in ensuring GDPR compliance throughout the service.
• Adhere to health and safety compliance, ensuring timely and accurate record keeping.
• Adhere to confidentiality policy.
• Undertake other duties appropriate to the grade of the post.

This post is subject to a Disclosure and Barring Service (DBS) check at a basic level. Please note past drug and/or alcohol or criminality history will not necessarily discount you from undertaking this role.

Person Specification:

• Qualification in IT/office administration.
• Experience of working in an office environment with responsibility for administration, data entry and managing data systems.
• Experience of producing PowerPoint presentations.

• A full driving licence and insurance for business use.
• Ability to work flexibly across operational sites evenings and weekends, where required.

• Knowledge of general office procedures and systems.
• Knowledge of consent, confidentiality and information sharing and data protection procedures (GDPR).
• Ability to communicate confidently and effectively, verbally and in writing.
• Ability to respond to appropriate requests for assistance, maintaining confidentiality whenever necessary.
• Ability to prioritise and manage own workload.
• Demonstrate the ability to work as a member of a team.
• Show a capacity to work alone and the ability to keep calm under pressure.
• Understand and have a commitment to the principles of equal opportunity and diversity.
• Employ an empathetic and non‑judgmental attitude towards clients.
• A polite and courteous telephone manner.

• Proficient in Microsoft Word, Outlook, and Excel.
• Ability to enter data onto a database as required by the Service.

• Have authentic attributes of Kindness, Commitment and Integrity.
• Ability to interact effectively with the client group.
• Adaptable to change.
• Confident and open when dealing with the challenges faced by the client group.
• Dynamic and self‑motivated.
• Ability to break down stigma and barriers associated with working with the client group.
• Proactive, motivated and energetic.
• Ability to work calmly in a challenging environment.
• Capacity to innovate; work flexibly on your own initiative as well as part of a team.