Job Description

About Lived Experience Network (LENs)

LENs is a pioneering organization dedicated to enhancing co-production and providing independent feedback from a lived experience perspective, within health and social care services. We employ Experts by Experience (EbEs) to ensure the voices of those with lived experience are heard at every level of services, fostering an environment of continuous improvement, compassion and empathy.

Role Overview

We are seeking a highly organised and emotionally intelligent Senior Administrator and Support Manager to lead the day-to-day coordination of our service delivery and provide essential support to our network of Experts by Experience. This is a hybrid role that combines administrative coordination, stakeholder communication, and direct EbE support to ensure smooth operations across multiple projects.

Key Responsibilities:

EbE Leadership & Support

Act as the main point of contact for our Experts by Experience Support EbEs with booking logistics, supervision, check-ins, and troubleshooting Monitor and maintain rotas, attendance logs, and deployment calendars Handle escalation of EbE concerns and support needs in a timely and sensitive manner Ensure EbEs are well-prepared, confident, and cared for when representing LENs

Service Coordination & Scheduling

Oversee all bookings and scheduling for site visits, speaking engagements, and consultancy assignments Ensure accurate information is relayed to EbEs and partner organisations Liaise with clients (e.g., NHS and Cygnet Health) to match EbEs to appropriate projects Maintain internal trackers and administrative documentation

Stakeholder Engagement

Build and maintain strong relationships with internal and external partners Serve as a point of contact for client-facing coordination queries Provide excellent customer service to clients and potential clients

Operations & Administration

Support invoicing processes by tracking attendance and timesheets Maintain and update databases (e.g., EbE profiles, booking logs, client contacts) Help prepare reports, evaluations, and feedback summaries for commissioners and funders Manage internal communications (e.g., scheduling team calls, taking minutes)

Development & Improvement

Proactively identify opportunities to improve internal systems and processes Support onboarding and induction processes for new EbEs Contribute to project planning and innovation activities alongside the leadership team

Essential Skills & Experience:

Strong administrative and organisational skills Experience working in a coordination, support, or project management role Excellent written and verbal communication Able to work independently, prioritise competing tasks, and adapt to change Strong interpersonal skills and the ability to support people with complex experiences Confidence using digital tools (e.g., Excel, Word, Zoom, Google Drive)

Desirable Experience:

Knowledge of or experience in mental health, social care, or the NHS Experience working directly with people with lived experience or vulnerable adults Knowledge of safeguarding principles and procedures Experience using CRM or project management tools

What We Offer:

A role central to the advancement of health and social care and service user advocacy. A dynamic, supportive work environment within an innovative organization. A remote working model for flexibility and balance. Opportunities to co-design your role as we scale

Job Type:

Full-time

Salary:

30,000 (up to 32,000 depending on experience)

Expected hours:

40 per week (5 full working days)

Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Flexitime Work from home
Work Location: Remote