Counselling and Partnerships Administrator

Contract

Full Time (37.5 hours per week)

Reports to

Head of Partnerships and Operations

Location

Hybrid - Two days in Swaffham Bulbeck Office (Tuesday and Thursday) with homeworking.

Website: Working for Petals - Petals Charity

About the role

As our new Counselling Operations Administrator, you'll play a key role in keeping Petals' counselling service running smoothly behind the scenes.

Working across our counselling operations and partnership activities, you'll manage systems, maintain accurate records and support the processes that enable our specialist service to reach bereaved parents.

Your work will include

• managing client and partnership records across our systems
• supporting referrals, bookings and service administration
• maintaining accurate data and producing reports
• ensuring processes are followed consistently and in line with GDPR
• providing administrative support to colleagues, counsellors and partners

We're looking for someone who enjoys working with systems, data and structured processes.

You'll be organised, detail-focused and confident managing a varied workload, with a willingness to learn new systems and continuously improve the way we work.

While there will be occasional contact with clients and external partners, this is primarily an operational administration role.

You'll work closely with colleagues across the charity to ensure our services run efficiently, accurately and compassionately.

This is a fantastic opportunity for someone looking to build a career in operations or administration within the charity or healthcare sector.

You'll join a friendly, ambitious team where your contribution will have a direct impact on helping more families access the support they need.

Overall aims

The Counselling Operations Administrator plays a key role in supporting the smooth running of Petals' counselling service through effective administration, accurate data management and well-maintained systems.

The postholder will

• Support the day-to-day administration of the counselling service and partnership activities.
• Maintain accurate records, systems and data to support service delivery and reporting.
• Provide efficient administrative support to colleagues, counsellors and partners.
• Help ensure processes are delivered consistently, confidentially and in line with GDPR.

Through strong organisational skills, attention to detail and a proactive approach, the Counselling and Partnerships Administrator will help ensure Petals delivers an efficient, high-quality service to bereaved parents.

Specific responsibilities

• Service Operations & Administration
• Support the day-to-day administration of the counselling service and partnership activities.
• Manage referrals, bookings and records across Petals' systems.
• Maintain accurate, confidential data in line with GDPR.
• Produce reports and monitor service information.
• Support communication with counsellors, colleagues, partners and clients where required.
• Provide general administrative support across the Counselling Operations and Partnerships Teams.
• Counselling Service Delivery Support
• Support counsellors with the allocation and administration of client referrals and case management.
• Respond to counsellor queries and ensure they have the information, systems and resources needed to deliver the service.
• Coordinate counsellor workshops, meetings and group counselling sessions.
• Assist with system updates and process improvements to support service delivery
• Administration & Data Support for NHS and Other Organisation Partnerships
• Provide day-to-day administrative support for Petals' NHS and other partnerships relationships.
• Respond to partnership enquiries and maintain accurate partnership records and documentation.
• Extract, collate and prepare data from internal systems to support partnership reporting and service monitoring.
• Ensure partnership information and data are accurate, up to date and managed in line with GDPR and organisational policies.
• Team and Organisational Contribution
• Contribute positively to a collaborative, supportive team culture aligned with Petals’ values and “Petals Space”.
• Demonstrate flexibility to adapt to changing service needs as the organisation grows.
• Participate in reflective practice, training and development opportunities relevant to the role.
• Other Responsibilities
• Provide cover within the Counselling Operations Team when required.
• Provide cover for colleagues within the wider team when required.
• Work independently and manage day-to-day communications effectively.
• Support the wider Petals team when needed to ensure smooth organisational operations.
• Attend workshops and events, both in person and online, to support service delivery.

Experience and Knowledge

• Experience in an administrative, customer service or operational support role.
• Comfortable using IT systems and learning new software and processes quickly.
• Good understanding of the importance of accurate data entry and record keeping.
• Confident using Microsoft Office, particularly Outlook, Word and Excel.
• Strong organisational skills with excellent attention to detail.
• Experience using databases, CRM or case management systems.
• Awareness of GDPR and the importance of handling confidential information.
• Experience working within a healthcare, charity or support environment.
• An interest in learning about pregnancy and baby loss and the specialist support Petals provides.

Skills & Abilities

• Ability to learn new systems and processes quickly.
• Ability to work independently and under pressure.
• Confident working with data and maintaining accurate records.
• Able to manage a varied workload and prioritise effectively.
• Strong written and verbal communication skills.
• Friendly, professional and compassionate approach when communicating with colleagues, partners and clients.
• Able to work independently while contributing positively to a small team.
• Ability to build positive working relationships with colleagues and external partners.
• Positive, flexible approach with a willingness to support others.
• Experience extracting or collating data to support reporting or service monitoring.
• Experience using online booking, scheduling or case management systems.
• Experience using Microsoft Teams or other online meeting platforms.
• Experience supporting process or systems improvements.
• Personal Qualities
• Organised, proactive and dependable.
• Compassionate and sensitive to the needs of bereaved parents.
• Eager to learn, develop new skills and continuously improve.
• Collaborative and enjoys working as part of a small team.
• Flexible and adaptable in a growing charity environment.
• Committed to the values and mission of Petals.
• Interested in developing knowledge of counselling services and healthcare administration.
• Keen to contribute ideas that improve systems, processes and ways of working.
• Additional Requirements - Essential
• Ability to work flexibly to meet service needs (occasional evening or event support may be required).
• Willingness to undertake training relevant to the role.
• Commitment to equality, diversity and inclusion.
• Enhanced DBS check (to be completed prior to appointment).

As a small charity, the ability to be flexible and adaptable to take on different duties if/when required in other areas of the charity, to support our mission, is vital.

This role may involve working unsocial hours on occasion.

Time off in lieu will need to be taken by arrangement with your manager.

Job description is not contractual and may need to change, upon discussion with the role holder.

Petals is committed to safeguarding and promoting the welfare of vulnerable adults, young people, and children.

This role is subject to an enhanced criminal record check, which is processed through the Disclosure and Baring Service (DBS).

All offers of employment are subject to pre-employment DBS screening checks.

We are committed to building an organisation that reflects the diverse communities we serve.

We welcome applications from people of all backgrounds regardless of sex, sexual orientation, gender identity, ethnicity, faith or religion, disability, or age.

We particularly encourage applications from individuals from ethnic minority groups and the LGBTQ+ community, as these groups are currently underrepresented in our organisation.

Appointments will always be made on merit.

If you have any additional access requirements during the recruitment process, please contact us at recruitment@petalscharity. org

We will make all reasonable adjustments to support your needs.

Any information you share will remain confidential and used solely to meet our responsibilities to you, with no impact on the selection process.

We strongly encourage you not to use AI tools to produce your cover letter.

The interview process will comprise two stages

Informal Teams call

Conducted on a rolling basis whilst the job post is live

In-person interviews

Held on 8th September 2026

The closing date given is a guide only.

There may be some occasions where we have to close a vacancy once sufficient applications have been received.

It is therefore advisable to submit your application as early as possible to avoid disappointment as applications will be reviewed on a rolling basis.

Thank you for interest in this role with Petals.

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