Job Description
This job description outlines the main duties and responsibilities of the role. It is not intended to be an exhaustive list, and the post holder may be required to undertake other duties that are reasonably consistent with the role and the needs of the charity.
Job Title: Referrals Co-ordinator
Reports to: Referrals Supervisor
Salary: £26,228 per annum (pro rata)
Your normal hours of work are 22.5 hours per week. The following conditions apply to your hours:
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Working hours are 10am to 2.30pm.
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You will be working Monday-Friday. However, on occasion you may be asked to instead work evenings and weekends if required by the needs of the charity.
Purpose of the role:
To provide a compassionate, efficient and client-focused referrals service, ensuring individuals and families receive the support they need through accurate assessment, effective coordination of referrals and the preparation of high-quality referral packages, while supporting the wider work of the charity.
PRINCIPAL ACCOUNTABILITIES:
• Assisting the with the referral process including but not limited to;
a. Liaising with clients and referral partners to assess individual needs, gather relevant information, determine eligibility, and ensure appropriate support and resources are provided in a timely and compassionate manner.
b. Preparing personalised referral packages by selecting appropriate clothing, school uniform and essential items based on referral information, ensuring each package meets the client's needs and is presented to a high standard.
c. Supervising self-selection appointments, school uniform appointments, prom appointments and bra fittings.
d. Maintaining and updating the Charitylog referral database, including entering and updating client records, producing basic reports, and monitoring referral progress and follow-up actions.
e. Replenishing and maintaining stock levels by undertaking regular stock checks, putting out stock, and ensuring high standards of stock presentation.
f. Responding to referral emails and telephone calls, providing information and support to clients and referral partners, managing enquiries promptly and professionally, and ensuring appropriate follow-up where required.
Assisting with the planning, set-up and delivery of outreach events across Berkshire, promoting the charity's services, engaging with the local community and referral partners, and helping to raise awareness of the support available.
Assisting with the supervision and support of volunteers, providing guidance on day-to-day tasks and helping to ensure a positive volunteering experience.
Maintaining a clean, safe and welcoming referral centre by carrying out routine housekeeping, tidying and cleaning tasks, ensuring stock, workspaces and client areas are well organised and presented to a high standard.
Maintaining confidentiality and handling sensitive personal information in accordance with GDPR, safeguarding requirements and the charity's policies and procedures.
• Assisting with fundraising and charity events where required.
• Assisting with Corporate volunteering days where required.
SKILLS:
Focused on customer service and committed to achieving consistently high standards.
Effective when working independently and as part of a team.
Excellent communication skills (in person, on the phone and in writing) and forms good working relationships.
• Handles and resolves conflicts in a constructive manner.
Shows flexibility and initiative.
Planning and administration skills.
Personal organisation and time management skills (able to manage a significant number of concurrent tasks and objectives).
Competent in Microsoft Office (Outlook, Word and Excel) and confident in learning and using databases, including Charitylog.
PERSON SPECIFICATION:
Numerically proficient
Able to communicate sensitively with people from a wide range of backgrounds.
Able to maintain confidentiality and handle sensitive information appropriately.
Kind, non-judgemental, and compassionate attitude.
Displays professionalism and confidence.
• Calm under pressure.
Demonstrates drive and determination; hard-working and positive with a ‘can do’ approach; likes challenges.
This role involves regular manual handling, including lifting and moving donations and stock. Reasonable adjustments will be considered where appropriate in accordance with the Equality Act 2010.
Full driving licence.