[Hiring] Service Support Officer @Kooth

Role Description

As part of our Service Support Team within Service Delivery, the Service Support Officer will play an important role in supporting the smooth day-to-day operations of our services for adults, children, and young people. Working closely with the management team, you’ll help coordinate and maintain staff rotas, manage associated administrative tasks, and provide operational support to ensure our services run efficiently and effectively.

How You’ll Make an Impact:

• Rota management:
  • Ensure that all Practitioners and bank worker hours are entered accurately onto the rota system to enable shifts to be covered with adequate staffing levels across the week.
  • Monitor absences, including sickness and annual leave, and identify gaps on rota and coordinate cover with the management team.
  • Audit invoices and report any rota changes to the payroll department (overtime and bank staff).
  • Work closely with the Management Team to forecast any foreseen ‘risk’ such as shortage of staff on the rota.
  • Develop relationships with the Management Team and Practitioners, including bank workers to assist in covering sessions at short notice.
  • Assist with and resolve any queries from colleagues regarding the rota, escalating issues where needed to the relevant departments (e.g., Finance, IT Support, or the People Team).
  • Work with the Management Team to look for improvements in the rota system.
• Administrative Support:
  • Be the first point of contact for the general public, practitioners, and managers for adults and children and young people's Team offering information and helping them navigate available resources.
  • Deal with enquiries via email and telephone and refer to the appropriate department as required.
  • Collate data, analyse and provide specific reports as requested.
  • Support finance on a monthly basis to ensure all data is correct for payroll.
  • Onboard and offboard practitioners on the Quinyx and XCP systems.
• Service Developments:
  • Identify and recommend possible improvements on how to ensure the quality of the service delivered is continuously improved.
  • Support specific projects to develop key initiatives, linked to strategic plans within the Service Delivery team.
  • Report on team and service performance, identifying trends driving operational improvements.
• Analytics, Reporting & Insights:
  • Utilise a data-informed approach to managing our services and implement change to our practice.
  • Ensure compliance with legal requirements and internal policies, particularly regarding Safeguarding.

Qualifications

• Experience supporting operational delivery, ensuring services and processes run efficiently, effectively, and to a high standard.
• Experience developing, implementing, and maintaining policies, procedures, and operational processes.
• Strong understanding of service optimisation, with the ability to identify opportunities to improve efficiency, quality, and overall performance.
• Experience identifying, assessing, and managing operational risks while maintaining appropriate quality controls.
• Strong analytical skills, with experience processing data, identifying trends, and producing clear, actionable reports.
• Proficiency in Google Workspace, particularly Sheets, Docs, and Slides.
• Excellent written and verbal communication skills, with the ability to engage and collaborate effectively with a range of stakeholders.
• Adaptable and flexible, with the ability to respond to changing priorities and navigate evolving business needs.
• A collaborative team player who builds positive working relationships and contributes to shared goals.
• A continuous improvement mindset, proactively identifying opportunities to enhance processes, systems, and service delivery.
• An understanding of co-production principles, with the ability to involve relevant stakeholders and service users in shaping and improving services.
• A solutions-focused approach, with strong problem-solving skills and the ability to make practical, informed decisions.
• A proactive self-starter who takes ownership of responsibilities and works effectively with minimal supervision.
• Strong organisational and time management skills, with the ability to prioritise competing demands and consistently meet deadlines.

Benefits

• Compensation: The salary for this role is £26,936 pro rata.
• Generous Annual Leave: Enjoy 28 days of annual leave, in addition to public holidays.
• Professional Development: Benefit from yearly professional training programmes tailored to your career aspirations.
• Financial Security: Pension contributions and an annual performance-based bonus.
• Health and Well-being: Comprehensive AXA Health Insurance and access to an Employee Assistance Programme (EAP).
• Life Assurance: Coverage providing up to four times your annual salary to your loved ones.
• Flexible Working: Embrace the flexibility of remote working.
• Lifestyle Benefits: Participate in the Cycle to Work Scheme and take advantage of Incapacity Income Protection.