Operations Support Officer

Operations Support Officer - Relate NI Location: Belfast (with travel throughout Northern Ireland as required) Salary: £23,500 per annum Contract: Full-time, Permanent Closing Date: Monday 10th November About the Organisation Charity Jobs NI are delighted to be representing Relate NI, the leading relationship support charity in Northern Ireland. Established in 1948, Relate NI helps people strengthen their relationships through professional counselling, mediation and education services. Their vision is a future where healthy relationships are at the heart of a thriving society, and their mission is to make expert information and support for healthy relationships available to everyone. About the Role This is an exciting opportunity to join a small, dedicated team as an Operations Support Officer (also relevant to those with experience as Service Support Administrator, Office Assistant, or Client Support Officer). In this varied and rewarding role, you'll be the first point of contact for clients - providing a warm, professional, and empathetic service to help individuals access the support they need. You'll manage enquiries, schedule appointments, handle payments, and maintain accurate records while supporting counsellors, mediators, and the wider operations team to ensure services run efficiently. This role requires empathy, emotional resilience, and excellent organisational skills. It's ideally suited to someone who enjoys helping others and can balance multiple priorities in a fast-paced, people-focused environment. Key Responsibilities Act as the first point of contact for clients and manage inbound and outbound enquiries with professionalism and care Provide accurate information on services and ensure clients receive the support they need Handle payments and manage outstanding balances appropriately Schedule, confirm, and reschedule appointments, send reminders, and follow up on missed sessions Liaise with counsellors and mediators to allocate work and update systems accurately Maintain client records and ensure GDPR and safeguarding compliance at all times Provide administrative support across services, including student and trainee placements Assist with subject access requests and liaise with the counselling Clinical Team where required Contribute to service improvement and quality assurance activities Essential Criteria Qualifications and IT Minimum of 5 GCSEs (or equivalent) including English and Mathematics Confident user of Microsoft Office Experience At least 2 years' experience supporting families or in a client support capacity Experience working in a confidential environment Working knowledge of a computerised appointments system Strong attention to detail and ability to manage multiple tasks methodically while prioritising work Recent experience dealing with the public by telephone and face-to-face Interpersonal Skills Ability to support, listen actively and respond appropriately to distressed clients with excellent communication skills Ability to create a welcoming environment for clients Ability to work effectively under pressure in a busy office environment with strong attention to detail Effective team player Qualities Maintains strict confidentiality and strong awareness of GDPR Able to work on own initiative and accept responsibility Emotionally resilient Circumstances Flexible to cover annual leave and sickness on a rota basis to ensure operational hours are covered Desirable Criteria Qualifications and IT Relevant qualification in Business Administration RSA Stage 2 Word Processing (or equivalent) Experience and Skills Experience handling cash and receiving payments What We Offer Real Living Wage employer Flexible/hybrid working Pension contribution 25 days annual leave, 12 statutory days, and Christmas close-down Employee Assistance Programme CPD and professional development opportunities How to Apply If you're an organised, compassionate, and detail-focused professional looking to make a difference, we'd love to hear from you. Apply now - a member of the Charity Jobs NI team will be in touch with next steps. Skills: customer service administration client care office support Benefits: Work From Home Enhanced Holiday Leave Pension Flexitime

Location: Belfast, GB

Posted Date: 11/2/2025