Macmillan Money & More Service Administrator in Barnstaple

Are you an excellent administrator and are you passionate about helping people in need?

Macmillan Money & More South-West South wants to hear from you!

Macmillan Money & More SWS supports people affected by cancer across a region spanning from Milton Keynes to Cornwall.

Citizens Advice TNMWD leads and coordinates a team of approximately 23 advisers across 8 Citizens Advice locations to support the delivery of high-quality welfare benefits advice, financial support and holistic assistance to people affected by cancer and their families.

The Service Administrator is responsible for supporting the effective day-to-day operation of the Macmillan Money & More SWS Service through the management of referrals, administration of client records and coordination of service activities.

The role acts as a key point of contact for referrers, service users and colleagues, ensuring information is recorded accurately and processed in a timely manner.

The postholder will support data collection and reporting requirements, undertake customer service and triage activities where required, and contribute to the continuous improvement of service delivery.

The role requires excellent organisational skills, attention to detail, strong digital literacy and a commitment to delivering high-quality support to people affected by cancer.

• JOB SPECIFICATION
• Main purpose of the job
• Provide high-quality administrative and customer service to support the Macmillan Money & More SWS Service.
• Ensure the efficient management of referrals, client records, communications and service data.
• Support the external agency referral process, ensuring that all referrals received are complete and appropriately prepared for adviser management.
• Maintain accurate records and documentation in line with organisational and funder requirements.
• Support compliance with quality standards, data protection and service procedures.
• Contribute to service development and continuous improvement activities to enhance service delivery.

Main duties

• Administration
• Receive and manage incoming referrals through all channels, including telephone, web forms, email and any other systems or innovations adopted by the service.
• Create and manage tasks within the Case Management System
• Liaise with professional and self-referrers as necessary to ensure a smooth and effective referral and client contact process for people affected by cancer.
• Support with co-ordinating calendars, resource planning and rota management to ensure effective service coverage.
• Support the processing of internal and external communications.
• Provide administrative support for regional service requirements, including coordinating marketing and promotional material distribution.
• Support the Service Manager in maintaining service workspaces and systems as required.
• Assist with the collection of information received from delivery partners through Microsoft Forms and other agreed systems.
• Support the Service Manager with case administration.
• Coordinate feedback activities from service users and team members.
• Maintain records and data in line with funder requirements and organisational procedures.
• Complete annual GDPR and mandatory information governance training requirements.
• Other duties
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
• Demonstrate commitment to the aims and policies of the Citizens Advice service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Comply with all Citizens Advice information assurance guidelines.

PERSON SPECIFICATION

Essential

• Experience of providing administrative support within a busy office, service or customer-focused environment.
• Experience of managing and prioritising multiple tasks while meeting deadlines.
• Experience of maintaining accurate records and handling confidential information.
• Experience of delivering excellent customer service through telephone, email and digital channels.
• Advanced proficiency in Microsoft 365 applications, including Outlook, Word, Excel, Teams and Forms.
• Excellent organisational, communication and time management skills.
• Ability to communicate sensitively and professionally with people experiencing difficult circumstances.
• Ability to use digital systems and databases accurately and efficiently.
• Ability to work independently, use initiative and contribute effectively as part of a team.
• Willingness and ability to undertake and successfully complete assessor training.

Desirable

• Experience within a welfare benefits, advice, health, social care, or charity environment.
• Experience of referral management systems or case management databases.
• Experience of collecting and reporting performance, service, or outcome data.
• Understanding of the types of problems affecting people living with cancer and their families.