Service Delivery Co-ordinator Manager (Campaigns & Mental health) in Southampton

RABI is the farmers charity.
RABI supports farming people across England, Wales and NI with expert, one-to-one practical, financial and emotional help, all year round. From confidential advice and mental health support to direct financial assistance, their tailored services respond to the unique challenges of farming life.
At the heart of RABI's mission is a commitment to strengthening resilience; helping farming people feel valued, supported and better equipped to navigate uncertainty and change. RABI is working to close the farming wellbeing gap and build a future where farming people can thrive.
Over the past 25 years alone, RABI has delivered more than £250 million in direct financial support to farming people, whilst the charity's professional counselling service has provided 11,500 free sessions to farming people since 2022. RABI's wrap-around support services continue to evolve, reaching more people year on year.
RABI is on a journey to help shape a future farmers deserve.
Role Overview
Key Purpose
The SD Co-ord Manager (Campaigns and Mental Health) leads the operational coordination of RABI's national grant campaigns and oversees the administration of counselling and related mental health services. The role line manages the Campaign Co-ordinator and Service Delivery Administrator, ensuring work is accurate, timely, confidential and consistent with agreed policies and pathways.
Reporting to the Service Delivery Quality and Improvement Manager, the postholder supports agreed projects and service improvements and works alongside the Grants and Helpline Co-ord Manager and CRM Co-ord Manager to maintain joined-up delivery. The Administrator also provides agreed support to the wider Service Delivery team.
Key Responsibilities
Leadership and Team Management
Provide supportive line management to the Campaign Co-ordinator and Service Delivery Administrator, setting objectives, reviewing workloads and performance, and supporting development and wellbeing
Agree priorities and cover arrangements across campaigns, mental health administration and wider team support, escalating capacity and quality concerns promptly.
Work collaboratively with the other SD Co-ord Managers to align processes, share learning and maintain appropriate reciprocal cover.
Promote inclusive, trauma-informed and safeguarding-first practice and a culture of professional accountability.
Operational Oversight
Coordinate the planning, preparation, launch, delivery and review of national grant campaigns, including Return to School, Winter Grant and responsive campaigns, within approved briefs, eligibility rules, budgets and timetables.
Oversee the Campaign Co-ordinator's administration of applications, records, applicant communications and payment preparation; work with Finance to monitor spend, checks and reconciliation under agreed authorisation controls.
Work with Information Systems, the CRM Co-ord Manager, Marcomms and Finance on campaign setup, forms, communications, processing capacity and payment arrangements; track risks and escalate proposed changes for approval.
Agree campaign staffing, handovers and cover with the Grants and Helpline Co-ord Manager so weekly grants and helpline functions remain supported during campaign peaks.
Oversee administration for counselling and related mental health services, ensuring referrals, provider allocations, appointments, records and follow-up are handled through agreed pathways and timescales.
Manage routine administrative relationships with counselling and mental health providers, review agreed service information and escalate quality, capacity and safeguarding concerns to the appropriate service lead.
Oversee accurate consent, confidential records, purchase orders, invoices and reconciliation for mental health services where relevant, working with Finance and service leads under agreed controls.
Ensure clinical assessment, risk and care decisions remain with authorised practitioners and service leads; coordinate only the administrative elements of pathway changes.
Systems, Data and Reporting
Ensure the team maintains accurate, complete and timely CRM and financial records for campaigns and mental health administration, identifying and correcting gaps within agreed procedures.
Provide reliable operational information on campaign performance, counselling administration, provider activity and project progress for agreed reports, audits and service reviews.
Work with the CRM Co-ord Manager, Information Systems and Quality and Improvement Manager to address data quality issues and improve operational reporting and processes.
Collaboration and Continuous Improvement
Support the Quality and Improvement Manager with the development and delivery of Service Delivery projects, contributing operational insight, helping to shape proposals and plans, coordinating agreed actions, and monitoring progress and risks.
Help implement the Service Delivery quality framework and approved improvements in campaign, counselling and shared administrative processes; maintain current procedures, templates and guidance.
Use staff, beneficiary and provider feedback and lessons from campaigns and service reviews to recommend practical improvements.
Build effective relationships across Service Delivery and with Information Systems, Finance, Marcomms, safeguarding colleagues and external partners.
Safeguarding, Compliance and Inclusion
Ensure staff handle sensitive information compassionately and confidentially and recognise and promptly escalate safeguarding concerns in line with RABI procedures.
Ensure campaign and mental health administration complies with RABI policies, data protection, financial controls and approved service pathways.
Promote an inclusive and psychologically safe environment for colleagues and people seeking support.
General Duties
Engage in regular supervision, appraisal and professional development, and undertake other reasonable duties appropriate to the role as agreed with the Quality and Improvement Manager.
Person Specification
Essential
Experience coordinating campaigns, grant programmes or complex service administration against deadlines and agreed controls.
Strong planning and organisational skills, with the ability to manage competing demands and escalate risks clearly.
Experience working across teams and with service providers to coordinate delivery and resolve operational issues.
Ability to work with budgets, payment processes, sensitive records and operational data within defined authority.
Confidence using CRM systems, Microsoft 365 and management information to monitor activity and improve data quality.
Understanding of safeguarding, confidentiality, data protection and inclusive, trauma-informed service delivery.
Desirable
Experience of charity grant making, national campaigns, counselling administration or mental health support services.
Experience contributing to process improvement, project delivery or service evaluation.
Understanding of farming communities and the pressures they may face.
Personal Attributes
Compassionate, organised and attentive to detail.
Collaborative and able to make sound decisions within delegated authority.
Flexible, resilient and committed to continuous improvement.
Qualifications
Relevant qualification or equivalent experience in management, service delivery or administration.
This role profile is not exhaustive and is subject to review in conjunction with the postholder, as per future developments at RABI.
Early applications are encouraged for this position as shortlisting and interviews will take place on a rolling basis. We reserve the right to close this advertisement early if we receive a suitable application prior to the deadline.
Benefits
28 days annual leave plus bank holidays (based on full-time working).
Enrolment to Nest on commencement of employment and then the opportunity to join RABI's group pension scheme with Standard Life where RABI make contributions equivalent to 10% of your basic salary, provided you make a personal contribution of 5% (subject to successful completion of probation).
Life assurance from day one.
Access to our Employee Assistance Programme.
Support with personal and professional development.
On site parking.
RABI is proud to be an equal opportunity employer. It aims to ensure that all employment practices secure equality of opportunity and that no prospective or current employee receives less than favourable treatment at RABI because of their sex, sexual orientation, age, race, religion, belief, ethnic origin, disability, marital, or for any other reason which cannot be shown to be justifiable. Our recruitment process is designed to ensure that individuals are selected based solely on their relevant skills, experience, qualifications and abilities.