Business Support Officer

Sheffield Carers Centre was formed 29 years ago and is the city’s leading provider of services for adult unpaid carers. It is part of a vibrant voluntary sector, and a member of the national Carers Trust network. We currently employ around 25 staff and 30 volunteers who all contribute to our work.

A carer is anybody who, unpaid, looks after somebody who has care and support needs arising from disability, health conditions, mental health, old age, frailty or addiction. Carers usually look after a relative. Around 3,000 carers use our services every year.

At the end of 2021 the Carers Centre was successful in its bid to deliver the contract for the city’s Carers Service with Sheffield City Council for the next 5 years. This commenced in January 2022 and provides an excellent level of financial stability.

The delivery of our services depends on the effective and efficient management of essential business support systems. These include:

* Our IT system, hardware and equipment including Microsoft software, along with SharePoint for document storage and management. We use 3CX for our broadband based phone system with IT support provided by 101 Digital Solutions.

* Our case management system with 14,000 records of carers. We use Charitylog, which is a web-based system, for recording case management, data collection and reporting.

The business Support team provides a reception service for anyone contacting the Carers Centre and a range of administrative support. This includes inputting data about carers onto our database system (Charitylog) sending Welcome Packs to people that ‘join our community of carers’.

Key Benefits and Terms

Office space: We rent a modern, light and airy City Centre office, that has a spacious staff room and kitchen. The location is handy for shops and public transport. There is secure parking for bikes and some limited onsite parking for cars is available.

Flexi working policy: We are developing our approach to hybrid working and are committed to a long-term approach. All new employees will work in the office initially, with hybrid working options after a successful probation, for staff with a suitable home set up.

Working hours: This is a part-time role for 28 hours per week. The office is open Monday to Friday from 9am to 5pm and core hours for all employees are 10am to 4pm.

Annual leave: Full-time employees have 24 days for the first 5 years of service, plus 3 days off between Christmas and New Year (as the office is closed) plus 8 days’ bank holidays pro rata. Plus, an additional 5 days’ leave pro rata at 5 years.

Salary: £22,000 - £26,500 pro rota, (Staff are expected to start at the bottom of the grade)

Pension Company Contribution: 6.5%

Health Care Cash Plan Westfield’s Health Care Cash plan level 2

Probationary Period: 3 months

Job description:

Hours: 28 hours per week

Base: Sheffield Carers Centre, Dearing House, Young Street, Sheffield S1 4UP

Salary: £17,600 - £22,800. (Staff are expected to start at the bottom of the grade)

Annual leave: 24 days for the first 5 years of service, plus 3 days off between Christmas and New Year (as the office is closed) plus 8 days bank holidays pro rata. Plus, an additional 5 days’ leave pro rata at 5 years.

Reporting to: Team Leader/BSO

Purpose:

To provide reception support and administrative services to Sheffield Carers Centre, which supports unpaid carers.

A carer is anybody who, unpaid, looks after somebody who could not manage without this support due to illness, frailty, disability, a mental health problem or an addiction. This may be a relative or friend. Sheffield Carers Centre services are available to any adult carer in Sheffield including parent carers, or for a carer who cares for a person resident in Sheffield.

Key outcomes for the role are to provide:

An efficient and welcoming reception function for anyone using the Carers Centre, that is sensitive to carers needs.

High quality administrative support to Sheffield Carer Centre service delivery

Key responsibilities: Reception Service

To provide the reception function over the phone and face-to-face for all visitors to the office, some of whom may be distressed or upset. This includes being a first point of contact for the office phone lines; plus ensuring a diary is kept for all visitors to the Centre and ensuring they are welcomed and dealt with efficiently and effectively.

Liaise with organisers of meetings regarding bookings. This includes basic health and safety arrangements and ensuring attendance registers are completed.

Key Responsibilities: Administrative Support

To provide general administrative support to the Centre, including data input, photocopying, filing, completing correspondence, processing incoming and outgoing mail.

To provide high quality administrative support to the Chief Executive as required. For example, arranging appointments and meetings, plus supporting some of the administrative aspects of any recruitment processes.

To provide administrative support for all appointments for carers and workers as required. This will include arrangements for confirming carers’ appointments with the service, liaising with colleagues regarding appointments with carers, booking appropriate meeting rooms etc.

To provide administrative support for specific projects and services. For example, quality assurance work, the short breaks service and emergency planning support service.

To lead as directed on the administration of the Centre’s events and carer training programs, where appropriate. This may include venue and catering arrangements, issuing invitations or reminders (by email, text, or letter), distributing promotional material and information, confirming appointments if required and acting as a point of contact for them.

To contribute and support, as required, co-production activities, ensuring the Centre develops quality services in conjunction with carers.

To collate and send information as required by the Carer Advisor team and other colleagues.

To work with and support administration and reception volunteers in liaison with their Coordinator, the Carer Services Manager plus the Head of Business Operations.

Key Responsibilities: Servicing Meetings

To service formal and informal meetings such as the Centre’s Board of Trustees and its various sub-committees, plus the Carers and Young Carers Partnership Board. This includes distribution of papers, arranging and attending agenda-setting meetings, booking venues, taking accurate minutes at the internal Meetings. and any additional administrative work associated with the meetings.

Key Responsibilities: General

To operate within the Centre’s policies and procedures. This includes health and safety, data protection and safeguarding, plus referral systems and monitoring arrangements.

To enter data into the Centre’s central database accurately and in a timely manner. This includes extracting information as required in liaison with senior managers and other colleagues.

To take part in appropriate training, supervision, and appraisal.

To work flexibly to support carers and the needs of the service. The service operates from Monday to Friday, from 9am to 5pm and the post holders working hours will be within this timeframe. Very occasionally, the post-holder may be asked to work outside these hours; for example, to minute a meeting which takes place in the early evening.

To undertake, by agreement, any other duties as reasonable and appropriate to the post.

Person Specification:

Essential skills and knowledge;

Experience of providing a reception service in a customer-focused organization.

Excellent organisational and communication skills, including excellent telephone manner.

Understanding of confidentiality, data protection requirements and processes.

Experience of providing a wide range of administrative tasks.

Experience of prioritising own workload and working to tight deadlines.

Excellent knowledge of IT systems including proficiency in Microsoft Office applications.

Ability to work on own initiative and as part of a small team.

Ability to work within agreed internal and external protocols and systems.

Desirable skills and knowledge;

Understanding of the needs of carers (personal experience of working with paid/unpaid carers).

Qualification(s) in administrative procedures or IT (RSA, NVQ etc.) or equivalent training.

Appropriate qualifications in IT, and keyboard skills.

Experience of working with volunteers