Operations Support Officer - Relate NI TLNT1_NI in Belfast

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.

Relate NI is the leading relationship support charity in Northern Ireland and has been working to support people and their relationships since 1948. The organisation provides a range of therapeutic, mediation, educational and project-based services, all focused on helping to create a society where healthy relationships are at the heart of communities.

The Operations Support Officer will play a key role in supporting both areas, helping clients and referrers access services while ensuring the organisations day-to-day operations run smoothly.

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. The successful candidate will be confident balancing competing priorities in a busy environment and will be committed to providing a high-quality service to clients, including those who may be distressed, anxious or in need of additional support.

The Operations Support Officer will support clients, referrers and colleagues across a wide range of duties, including:

• 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 NIs 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.

Essential Criteria Applicants should be able to demonstrate:

• GCSE or equivalent grades AC 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.

Desirable Criteria The following would be advantageous:

• A relevant Business Administration qualification.
• 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.

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. The role offers variety, responsibility and the opportunity to contribute to services that support healthier relationships and stronger communities.

The successful candidates will benefit from:

• 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.

If you are organised, compassionate and confident supporting people in a busy service environment, we would love to hear from you. Simply apply now with your CV and Cover Letter to register your interest. Applications will be processed on receipt, so early application is advised.