Operations Support Officer

Charity Jobs NI is delighted to be recruiting on behalf of Relate NI for multiple Operations Support Officer positions based in Belfast. This is an excellent opportunity for organised, empathetic and resilient individuals to join a respected Northern Ireland charity supporting the smooth delivery of vital counselling, mediation and relationship support services.

Location: £24,479 per annum, pro rata for part‑time roles. 25 days per year, plus 12 statutory days, pro rata for part‑time roles.

Organisation: Relate NI is a long‑established charity providing relationship support services across Northern Ireland. Through counselling, mediation, educational programmes and specialist projects, the organisation supports individuals, couples, families, children and communities to build healthier relationships.

Role: The Operations Support Officer is central to the support Relate NI provides to families, children, individuals, couples and community groups. Working as part of the operations and service delivery teams, the postholder will support the development and delivery of services by responding to enquiries, booking appointments, managing administrative processes, supporting clients and referrers, and ensuring that people accessing Relate NI are welcomed, guided and supported appropriately. This is a varied and people‑focused role requiring emotional resilience, empathy, initiative, flexibility and a mature approach.

Key Responsibilities:

• Booking clients and families in for service provision.
• Scheduling appointments, sending appointment reminders and managing client documentation.
• Booking venues and processing invoices.
• Following up on missed appointments.
• Taking payments from clients where appropriate.
• Meeting and greeting clients attending Relate NI’s offices.
• Providing clients and professional referrers with information and guidance about services and projects by email, phone and online chat.
• Supporting clients who may be distressed or anxious and raising safeguarding issues with the clinical support team and management where appropriate.
• Managing general inboxes for staff and clients.
• Supporting quality assurance across Relate NI contracts and services.
• Providing administration support for counselling, operations, project leads, mediation and the CEO as directed.
• Supporting the development and implementation of policies, including safeguarding and confidentiality.
• Carrying out general office administration, including stock, supplies and postal management.
• Collating and reviewing client and training evaluations.
• Carrying out any other administration duties required to support the smooth running of the organisation.

Person Specification:

• GCSE or equivalent grades A–C in English and Mathematics.
• A minimum of 2 years’ experience working within a support setting, either in administration or direct service delivery.
• Experience of working in confidential environments and handling data protection requirements.
• Experience of prioritising tasks and competing priorities in a methodical way.
• Experience of client management, including face‑to‑face, phone and/or email contact.
• Proficiency in Microsoft Office.
• Excellent communication skills, with the ability to adapt, actively listen and respond appropriately to clients in distress.
• The ability to create a welcoming environment for clients.
• The ability to work effectively under pressure in a busy office.
• The ability to work effectively as part of a team.
• Emotional intelligence and resilience.
• Good attention to detail and accuracy.
• Flexibility to support or cover leave or sickness on a rota basis to ensure office cover.

The following would be advantageous:

• RSA Stage 2 Word Processing or equivalent.
• Knowledge of Salesforce or appointment systems.
• Experience handling cash and receiving payments.
• Experience organising or supporting staff training or CPD.

Why Apply?

This is a meaningful opportunity to join a respected charity that makes a real difference to people, families and communities across Northern Ireland. As Operations Support Officer, you will be part of a team that helps people access vital support at important points in their lives.

Benefits include:

• A salary of £24,479 per annum, pro rata for part‑time roles.
• 25 days’ annual leave plus 12 statutory days, pro rata for part‑time roles.
• A varied role across counselling, mediation, projects and operations.
• The opportunity to work directly with clients, referrers and colleagues.
• A supportive charity environment with a strong purpose and long‑standing reputation.