Job Description

Job Title: Counselling Operations Administrator

Contract: 25-30 hours per week (MUST INCLUDE THURSDAY AND FRIDAY ALL DAY)

Salary: 25,000 pa pro rata (pro rata dependent on hours worked)

Reports to: Charity Business Manager

Location: Hybrid - Two days in Swaffham Bulbeck Office with homeworking.

About the role

As our new Counselling Operations Administrator, you will play a vital role in supporting the smooth, accurate and compassionate delivery of Petals' counselling services. Your work will help ensure that bereaved parents receive timely, high-quality support and that our counselling team is fully supported behind the scenes.

This role is central to the effective running of our service and will contribute to:

supporting the day-to-day administration of the counselling service ensuring processes are followed accurately and consistently maintaining high standards of data quality, record keeping and reporting enabling the service to grow sustainably while keeping client care at the heart of everything we do
We are looking for someone who is highly organised, detail-focused and confident working across a varied workload. The role will involve liaising with counsellors, counselling managers and colleagues across the wider organisation, as well as managing systems, records and communications that are essential to the service running smoothly.

You will understand the importance of accuracy, confidentiality and professionalism when working with sensitive information, and will bring a calm, thoughtful and proactive approach to your work. The ability to prioritise effectively, adapt to changing demands and work collaboratively within a small but growing team is key.

This is a role for someone who takes pride in supporting others, enjoys working within structured processes, and wants to make a meaningful contribution to a charity delivering specialist care at a critical time in people's lives.

You'll be joining a small, ambitious and warm team, where your ideas will be championed and you will really see the difference you make to parents who need us in the months and years ahead. You will be well supported by the Charity Business Manager and the rest of the Counselling Operations Team.

We are committed to creating a diverse and inclusive workplace and welcome applications from all backgrounds.

Overall aims:

The Counselling Operations Administrator plays a vital role in supporting the smooth, efficient running of Petals' counselling service. This role is central to ensuring that our clients, counsellors and partners receive a high-quality, well-coordinated service at every stage of the counselling journey.

The postholder will:

Support the day-to-day administration and coordination of the counselling service, ensuring processes are followed accurately and consistently. Contribute to maintaining clear, reliable systems and records that enable the service to operate effectively and continue to grow. Provide professional, compassionate administrative support that reflects Petals' values and commitment to high-quality bereavement care.
Through strong organisational skills, attention to detail and a thoughtful, client-focused approach, the Counselling Operations Administrator will help ensure that Petals is able to deliver timely, specialist counselling support to bereaved parents across the UK.

Specific responsibilities

Client and Service Administration

Acting as part of the Counselling Operations team to provide a first point of contact, ensuring timely and sensitive responses to all enquiries and referrals. Monitor and coordinate client bookings and follow-up communications. Maintain accurate and confidential records in line with data protection requirements. Support effective communication and coordination across the service. Deliver administrative assistance to the wider team as needed.

Counselling Service Delivery Support

Act as a key point of contact for counsellors, supporting the smooth and timely allocation of client referrals and ongoing case management. Respond to counsellor queries and ensure they have access to the information, resources and materials needed to deliver counselling effectively. Assist with training, guidance and updates relating to counselling systems and processes. Support the organisation, administration and coordination of twice-yearly counsellor workshops. Attend meetings with counsellors where required to support communication, coordination and service development. Manage the administration, scheduling and coordination of group counselling sessions, ensuring a clear, compassionate and well-organised client journey throughout.

Training Course Administration Support

Provide administrative support for Petals training courses and workshops (online and in person). Act as a first point of contact for training enquiries, responding promptly and professionally. Manage course bookings, attendance lists and waiting lists. Prepare and distribute pre-course and post-course materials. Produce attendance records and certificates of completion. Support the collection, collation and basic analysis of training evaluation data to inform service development and reporting.

Team and Organisational Contribution

Contribute positively to a collaborative, supportive team culture aligned with Petals' values and "Petals Space". Demonstrate flexibility to adapt to changing service needs as the organisation grows. Participate in reflective practice, training and development opportunities relevant to the role.

Other Responsibilities

Provide cover within the Counselling Operations Team when required. Provide cover for colleagues within the wider team when required. Work independently and manage day-to-day communications effectively. Support the wider Petals team when needed to ensure smooth organisational operations. Attend workshops and events, both in person and online, to support service delivery.

Person Specification

Knowledge & Experience

Experience in an administrative, coordination, or operational support role. (E) Experience of working in a busy, client-facing environment, handling multiple tasks and priorities. (D) Confidence working with databases, case management systems or CRM-style systems. (D) Experience of maintaining accurate records and handling sensitive or confidential information. (D) An understanding of the importance of data protection, confidentiality and GDPR. (D)

Skills and abilities

Excellent organisational skills, with strong attention to detail and accuracy. (E) Ability to manage competing priorities and work calmly under pressure. (E) Strong written and verbal communication skills, with the ability to communicate sensitively and professionally. (E) Confident IT skills, including Microsoft Office (Outlook, Word, Excel, Teams) and the ability to learn new systems quickly. (E) Ability to work independently, using initiative, while also being a supportive and reliable team member. (E) Ability to build positive working relationships with colleagues, counsellors and external stakeholders. (E) Experience supporting service development, process improvement or system implementation. (D) Confidence supporting data collection and analysis for service evaluation or reporting. (D)

Personal Attributes

Compassionate, empathetic and emotionally aware, with a strong understanding of the sensitivity of baby loss and bereavement. (E) Calm, professional and respectful in all communications. (E) Flexible, adaptable and open to change as services develop and grow. (E) Committed to the values, ethos and mission of Petals. (E) Willingness to reflect, learn and continuously improve. (E)

Additional Requirements

Ability to work flexibly to meet service needs (occasional evening or event support may be required). (E) Willingness to undertake training relevant to the role. (E) Commitment to equality, diversity and inclusion. (E) Enhanced DBS check (to be completed prior to appointment). (E) Experience of working in a busy, client-facing environment, handling multiple tasks and priorities. (D) Confidence working with databases, case management systems or CRM-style systems. (D) Experience of maintaining accurate records and handling sensitive or confidential information. (D) An understanding of the importance of data protection, confidentiality and GDPR. (D)
As a small charity, the ability to be flexible and adaptable to take on different duties if/when required in other areas of the charity, to support our mission, is vital.

This role may involve working unsocial hours on occasion. Time off in lieu will need to be taken by arrangement with your manager. Job description is not contractual and may need to change, upon discussion with the role holder.

Petals is committed to safeguarding and promoting the welfare of vulnerable adults, young people, and children. This role is subject to an enhanced criminal record check, which is processed through the Disclosure and Baring Service (DBS). All offers of employment are subject to pre-employment DBS screening checks.

We are committed to building an organisation that reflects the diverse communities we serve. We welcome applications from people of all backgrounds regardless of sex, sexual orientation, gender identity, ethnicity, faith or religion, disability, or age. We particularly encourage applications from individuals from ethnic minority groups and the LGBTQ+ community, as these groups are currently underrepresented in our organisation. Appointments will always be made on merit.

If you have any additional access requirements during the recruitment process, please contact us at

recruitment@petalscharity.org

. We will make all reasonable adjustments to support your needs. Any information you share will remain confidential and used solely to meet our responsibilities to you, with no impact on the selection process.

How to apply

To apply for this position, please submit your CV and cover letter detailing how your experience makes you ideal for this role, to recruitment@petalscharity.org.

We strongly encourage you not to use AI tools to produce your cover letter.

Closing date:

31st January 2026

The interview process will comprise two stages:

Informal Teams call:

Conducted on a rolling basis whilst the job post is live

In-person interviews:

Held on 23rd and 24th February 2026

The closing date given is a guide only. There may be some occasions where we have to close a vacancy once sufficient applications have been received. It is therefore advisable to submit your application as early as possible to avoid disappointment as applications will be reviewed on a rolling basis.

Thank you for interest in this role with Petals.

Job Types: Part-time, Permanent

Pay: 25,000.00 per year

Benefits:

Bereavement leave Company pension Enhanced maternity leave Free parking On-site parking Work from home
Application question(s):

Are you willing to undergo an enhanced DBS check?
Work Location: Hybrid remote in Cambridge CB25 0NW