Client Services Administrator

This is an exciting opportunity to join the Client Services Team within Helen Bamber Foundation's multi-disciplinary environment. The Client Services Administrator will host the reception area and waiting room, welcome clients and visiting professionals, and assist with overseeing appointment bookings between clients and staff/volunteers across the organisation. The role supports the Office Manager and Appointments Lead and may cover additional operations tasks as directed by the Office Manager and Director of People. You will be the first point of contact for external and internal queries and the face of Helen Bamber Foundation.

Responsibilities

• Greet clients and visitors and field a wide range of queries (in-person, telephone, email, and WhatsApp) promptly and professionally.
• Ensure all site visitors and staff sign in/out using the Visitor Management System.
• Handle the charity’s post and ensure appropriate recipients receive it daily.
• Manage walk-in queries in line with the charity’s policy.
• Triages and route queries to the multidisciplinary team as needed.
• Provide accurate signposting and occasional casework support for clients arising from queries.
• Create and maintain signposting resources as needed.
• Open and close reception at the specified times (typically 8:30am to 5:00pm).
• Order office supplies, refreshments, and other purchases as necessary.
• Handle petty cash and account for client travel and staff/volunteer expenses.
• Record petty cash transactions in the appropriate spreadsheet in line with internal policies.
• Report discrepancies to Finance and investigate in line with internal guidelines.
• Lead, train, and supervise reception volunteers and provide ad hoc training to the team as needed.
• Provide administrative support including database management, calendar/diary management, and file-keeping.
• Assist with monitoring and evaluation (client surveys, KPIs, etc.).
• Undertake any additional tasks consistent with the role as requested.

Selection process

We will invite candidates to an initial online screening meeting and then shortlisted candidates to an in-person interview on specified dates, with a short exercise on the day. We offer transparency about the qualities we are seeking and provide interview questions ahead of time to help you prepare. We offer a guaranteed initial interview for refugees, stateless people, and others with lived experience of forced migration, provided they can demonstrate relevant experience or skills. We regret that we can only respond to applicants who reach the interview stage.

Please note that the successful candidate must have the right to work in the UK. Successful candidates will be subject to a standard DBS check. If appointed, you may be required to consent to the charity receiving regular updates on your criminal records status and to disclose relevant convictions during your time with us.

For applicants who are experts by experience (refugees or migrants with direct experience of the UK asylum/immigration system), support is available via the Experts by Experience Employment Network: www.ebeemployment.org.uk/ebe.

Additional information

At the Helen Bamber Foundation Group we do not rely on artificial intelligence to make hiring decisions. Applications are reviewed by the team, focusing on your motivation, experience, skills, and values. We are an equal opportunities and Living Wage employer, committed to equity, diversity, and inclusion in our staff, volunteers, and partners.