Service Delivery Officer

Day to day responsibility for the delivery and organisational effectiveness of the charity’s services. You will ensure we meet the expectations and needs of our service users, and manage the volunteer admin team who support the running of the service. You will work alongside the Therapies Manager to coordinate and deliver a growing service. Key Responsibilities: • Managing the referral, registration, bookings and waiting list processes for appointments and courses to meet operational KPI’s and maintain a high standard of service user experience • Working with the staff team to ensure resources meet demand for our complementary therapy services • Managing and growing our enthusiastic and highly committed team of admin volunteers and enabling them to provide excellent support to our service users • Leading on maintaining and developing the service user database including writing and delivering procedures, providing training and analysing data • Carrying out office/facilities management duties and other administration, supporting the delivery of the charity’s services, including correspondence • Liaising with relevant organisations/stakeholders to maintain effective working relationships Specific Responsibilities 1. Service management 2. Volunteer management 3. HR, Training and Development 5. Culture and values 6. Governance Person Specification: Required attributes • Great multi-tasker who is accurate, pays attention to the detail and is not fazed by managing a variety of tasks and people to get things done • Ability to work both independently and as part of a team • Previous line management experience with the ability to provide direction, ownership and engagement to support performance • A calm and flexible attitude to be able to cope with challenges, prioritise and deliver an outstanding service • Great interpersonal skills with the ability to network and work collaboratively with different people and groups, and deal with people empathetically and resilience • Must be fully IT literate (MS office) and able to use CRM systems, analyse data and produce reports in a timely manner Desirable attributes • Project management experience • Track record of successful service delivery management in public, independent or Third Sector organisation, ideally a health or charity setting • Previous experience of leading volunteers in a paid or unpaid capacity • An understanding of complementary therapies • Previous experience of supporting people with cancer and an understanding of cancer patient pathways Personal Characteristics • Passionate • Proactive • Detail-Oriented • Well organised • Resilient • Collaborative • Empathetic • Trustworthy • Flexible You must be legally eligible to work in the UK and pass our screening process, including the NHS’s DBS and occupational health checks.

Location: UK, GB

Posted Date: 6/16/2025