counselling service administrator

Reports To: Counselling Clinical Lead

Direct Reports: N/A

Key Relationships: Head of Service, Associate Counsellors, Trainee Counsellors, SMT

Location: Southampton and Winchester

Hours: 30 hours

Salary Range: £20,250.00 to £21,814.86 per annum (£24,975 to £26,905 full time equivalent) Solent Mind Band B

Purpose:

The counselling service administrator plays a central role in ensuring the smooth, ethical, and person-centred operation of the Open Minds counselling service. The postholder provides high-quality administrative, operational, and client-facing support, working closely with the Clinical Lead and Head of Service to maintain safe, effective, and trauma-informed service delivery.

This role is the first point of contact for clients, counsellors, and external partners. It requires exceptional organisation, communication, and attention to detail, alongside a warm, professional manner that reflects Solent Mind’s values.

Principal accountabilities:

1. Client enquiries, intake and communication

Respond to counselling enquiries via phone, email, and online platforms with warmth, clarity, and professionalism

Provide information about the service, waiting times, fees and processes

Complete and process client intake forms, ensuring accuracy and confidentiality

Schedule initial chats and initial assessments, liaising with the Clinical Lead and counsellors

Maintain oversight of client progress through the referral, assessment, allocation, and review stages

Ensure timely, sensitive communication with clients regarding appointments, changes, or service updates

2. Administration, case management and key performance indicators (KPIs) reporting

Maintain an up-to-date overview of the service caseload, including waiting lists, allocations, and sessional activity

Support the Clinical Lead with monitoring capacity, matching clients to counsellors, and tracking clinical activity

Maintain accurate records on the CRM system, ensuring compliance with GDPR and Solent Mind policies

Prepare and send invoices; track payments; follow up on outstanding fees in a professional, compassionate manner

Support the collation and storage of due diligence documentation, including right-to-work checks and professional credentials

Collect, organise, and prepare data for reporting on key performance indicators (KPIs), including activity levels, waiting times, client outcomes, and service utilisation

Assist with the preparation of reports, data summaries, and KPI information for internal and external stakeholders

3. Counsellor recruitment, onboarding and support

Support the recruitment and selection process for trainee and qualified counsellors, including advertising, shortlisting, and interview coordination

Manage onboarding processes: collecting documentation, arranging inductions and ensuring compliance with Solent Mind and BACP standards

Maintain up-to-date records of counsellor availability, supervision arrangements, training and CPD

Act as a point of contact for counsellors regarding operational queries, room bookings, systems and processes

Support the Clinical Lead in coordinating team meetings, reflective practice sessions, and training events

4. Operational coordination

Ensure smooth day-to-day running of the service, escalating issues appropriately to the Clinical Lead or Head of Service

Liaise with counsellors regarding client allocations, cancellations and sessional updates

Support the oversight of initial chats and assessments, ensuring timely scheduling and follow-up

Contribute to the development and continuous improvement of administrative systems, processes and documentation

General:

Adhere to the aims, values, policies, and procedures of Solent Mind, particularly safeguarding and health and safety.

This list is non exhaustive, and other duties may be required to be undertaken to meet the needs of Solent Mind

Requirement		Essential or Desirable
Qualifications/Education/Training:
Wilingness to work towards a Level 2 Counselling qualification, or already hold a Level 2 Counselling qualification		Essential
Experience:
Experience in an administrative, coordination or client-facing role		Essential
Experience handling confidential information in line with GDPR and safeguarding requirements.		Essential
Experience using digital systems, CRM platforms, spreadsheets, and online communication tools.		Essential
Experience in collecting, organising and presenting data to support KPI reporting and service monitoring.		Essential
Experience working in a counselling, mental health or psychological therapies service.		Desirable
Experience supporting recruitment, onboarding or HR-related processes.		Desirable
Experience managing invoicing, payments or basic financial administration.		Desirable
Experience producing data summaries, dashboards and/or KPI reports.		Desirable
Experience organising events and activities, including meetings involving multiple stakeholders.		Desirable
Knowledge/Skills/Competencies: Excellent organisational skills, with the ability to manage multiple tasks, priorities and		Essential
deadlines and delivering tasks to multiple teams.
Strong communication skils, both written and verbal, with the ability to engage sensitively with people in distress.		Essential
High level of accuracy and attention to detail, particularly in data entry, record-keeping, and documentation.		Essential
Ability to work collaboratively with a variety of clinical and operational colleagues, but also able to work independently and take initiative.		Essential
Able to hold confidentiality at all times		Essential
Understanding of counselling pathways, assessment processes, and clinical governance.		Essential
Knowledge of BACP standards, ethical frameworks, and professional requirements.		Essential
Familiarity with right-to-work checks and due diligence processes.		Essential
Requirement		Essential or Desirable
Other:
Wilingness to work flexibly to meet service needs. Occasional travel across Solent Mind locations if required.		Essential Essential
Commitment to Solent Mind's values.		Essential
Commitment to Solent Mind's Equal Opportunities and Diversity policies. Willingness to undergo a relevant DBS Check if required.		Essential Essential
Date job originated: April 2026 Date job reviewed: Reviewing Manager: Wendy Lee