[Hiring] Front of House/Administrator @Change Grow Live

Role Description

The first welcome can shape everything that follows. As our Front of House / Administrator, you’ll make sure everyone entering our Croxteth Hub is welcomed with warmth, compassion and dignity.

You’ll be a trusted first point of contact, creating a calm, safe and inclusive environment where people feel listened to, respected and supported without judgement.

This is more than a traditional reception or administration role. You’ll combine excellent front-of-house support with meaningful service user engagement, helping people feel confident about accessing treatment and connecting them with the right support.

• Welcome visitors and respond to initial enquiries.
• Coordinate appointments and help manage the flow of a busy service.
• Handle incoming calls and maintain accurate and confidential records.
• Update databases and ensure reception and waiting areas remain organised, informative and welcoming.
• Engage in positive, recovery-focused conversations with service users.
• Provide practical information, complete initial triages, and offer brief advice around harm reduction, safer substance use and safer sex.
• Promote awareness of naloxone and encourage attendance at keywork sessions, groups and clinics.
• Connect service users with recovery communities, peer support, mutual aid and relevant partner organisations.
• Support service communication and encourage feedback from users.
• Contribute to meetings, training and the wider organisation of the Croxteth Hub.

Qualifications

• Experience in reception, administration, customer service, health or social care.
• Lived experience or a strong personal commitment to supporting people affected by drug and alcohol use.
• Strong written and verbal communication skills.
• Good IT skills and confidence using office systems and databases.
• Ability to prioritise tasks and maintain accurate records.
• Flexible, collaborative approach and confidence to work independently when required.
• Experience within a healthcare, social care or substance use service is valuable.
• An administration or IT qualification and experience of working with prescriptions is welcomed, but not essential.

Requirements

• Approachable, compassionate, and organised.
• Confidence to communicate with people from different backgrounds.
• Understanding of confidentiality and professional boundaries.
• Ability to remain calm and focused when the service is busy.

Benefits

• Full-time hours at Change Grow Live are 37.5 hours per week.
• Some evening and weekend working as part of a rota.
• Salary Range: CGL SPOT (20) (£26,296.03 - £26,296.03).
• ILW / OLW / Fringe: N/A - Outside London Weighting Area.

Company Description

At Change Grow Live, our values guide everything we do:

• Be open.
• Be compassionate.
• Be bold.

This opportunity is not eligible for visa sponsorship. Applicants must already have the right to work in the UK at the time of application.

Please note that we are not accepting applications from recruitment agencies for this vacancy. Direct applications only.

This post is subject to a Disclosure and Barring Service (DBS) check at an enhanced level.