Job Details:
Support Services Coordinator

Job Description

This role is a fantastic opportunity for someone who has the compassion to help others, and commitment to use their skills, to support and create opportunity for those who are vulnerable within greater Manchester. Our front of house is at the heart of our operation, a key gateway into our service.

Working as part of our reception team, you will be overseeing the front of house functions within the Ancoats hub assisting with the support of clients who are sleeping rough or at risk of homelessness.  Maintaining a high standard of customer service both face to face and over the phone. This role will represent the values of the charity both internally and externally, leading by example and contributing to the overall development of the service.

Main Duties:

• Attend daily morning briefing & debrief each day to ensure good communication and maintain positive team wellbeing
• Ensure referral appointments for emergency support are in line with Mustard Tree processes and procedures. Using discretion (meeting room/quiet space) to provide dignity when completing the referrals
• Guarantee referral appointments and support with new and existing clients are actioned in a timely manner in line with Mustard Tree values
• Report accurate data of clients and learners’ attendance through Kudos, KPI spread sheet and TreeSalt
• Escalate safeguarding concerns and risk to safeguarding team. Ensure that incident forms are completed and submitted to team leader
• Support with induction and training of new starters, staff, and volunteers into the team
• Managing enquiries from homeless guests and organising referrals to partner agencies
• Make sure emergency hardship provision is signed off in line with process and procedures
• Ensure referrals@ email address, receive timely response followed by client support appointment
• Ensuring that all relevant paperwork is stored according to GDPR guidelines
• Develop and maintain partnerships with external agencies across Manchester (Hub & CGL)
• Responsible to submit monthly case studies, to share with communications team, highlighting wins and challenges to wider team
• Work with Retail and Communications team to make sure essential emergency provisions are always available
• Attend multi agency meeting and forums as and when required

Reception Duties:

• Guarantee a warm welcome at reception to all visitors, clients, and volunteers. Manage expectation of waiting time and public facilities while maintaining a safe environment free from hazards
• Manage the day-to-day running of the reception area, building access and distribution of lanyards, access cards and building keys. Ensure the cloakroom and lost property is stored securely
• Security aware, working with the Guard to manage and identify any potential disturbances before they happen and maintain a calm, courteous and professional manner
• Maintain clear communication through reception functions and activities, assist with administrative tasks as and when required
• Motivate and train Freedom volunteers on reception duties (not referrals) using the training manuals to improve volunteer employability and skillset
• To understand and have a working knowledge of health and safety requirements of the support services including risk assessments, lone working policy, staff wellbeing and incident management

General Work duties:

• Support Freedom Volunteers to develop skills and behaviours and feel part of the community
• Work within health & safety guidelines and Mustard Tree policies and procedures
• Supporting other staff and departments and provide practical relief cover for work-streams
• Take responsibility for professional development, attending training courses as required
• Leading by example, embodying Mustard Tree values and representing the charity as required
• Contribute towards being an environmentally responsible organisation as part of day-to-day activities including recycling and supporting ‘paper-lite’ practices
• Other tasks and duties relevant to the role as required by the organisation

• Learning and development
• Free lunch
• Wellbeing support package with Smart Clinic, including 24-hour helpline
• 25 days holiday (plus extra holiday on your birthday)
• Defined contribution pension scheme