Job Description

Job Title: Service Delivery Co-ordinator

Job Title:

Service Delivery Co-ordinator

Location:

Norwich

Reporting to:

Service Support & Development Manager

Hours:

22.5 hours per week (see work pattern detail below)

Salary:

25,592 FTE (pro rata to equivalent hours)

Work Pattern:

Monday

: 9am-5pm

Tuesday

: 9am-5pm

Wednesday

: 11am-7pm

How to apply:

To apply, please submit your CV along with a supporting cover letter outlining how you meet the role requirements to

recruitment@suelamberttrust.org

. The closing date for applications is

Thursday 23rd October at 9:00am

; however, we may close the vacancy earlier if sufficient applications are received.

Please note that

only applications submitted in the required format (CV and supporting cover letter) will be considered.

Interviews will take place on

Friday 7th November

.

Role Summary:

The Service Delivery Co-ordinator will play a vital role in maintaining, supporting, and managing processes that ensure the effective and safe delivery of services to clients at Sue Lambert Trust. The position will involve working alongside staff and volunteers to ensure that the three-phase approach to client care - Groundwork, Therapy, and Resilience - is executed smoothly. This role includes managing client information in the CRM system, ensuring compliance with legal frameworks, and working in partnership with all staff to provide a holistic service to survivors of sexual abuse and violence.

Key Responsibilities:

Client Communication and Support:

Serve as the first point of contact for clients, providing a professional and empathic welcome via phone, email, and in-person. Manage the intake process for new clients, including scheduling assessments and ensuring accurate completion of documentation. Maintain ongoing communication with clients, offering support, answering queries, and addressing concerns promptly.

Data Management and Quality Assurance:

Input, maintain, and update client information in the CRM system, ensuring accurate and up-to-date records. Ensure compliance with Sue Lambert Trust's policies, confidentiality requirements, and data protection laws. Monitor client service delivery, gather feedback, and suggest improvements for better service outcomes.

Resource Coordination:

Assist in developing and distributing informational resources to clients, including external partner resources. Coordinate with external agencies to ensure that clients have access to a broad network of support services.

Emotional Resilience and Self-Care:

Provide support to clients who may be distressed due to trauma-related issues, while maintaining professional boundaries and emotional resilience. Participate in ongoing training and supervision sessions to develop coping strategies for managing challenging aspects of the role. Prioritise self-care to ensure personal well-being in a demanding and emotionally charged environment.

General Support and Administrative Tasks:

Assist with hosting contractor/site visits and managing any issues related to facilities (e.g., photocopier maintenance, replenishing stationery). Attend internal and committee meetings when required and assist with note-taking as needed. Ensure smooth operations for late working shifts between 5pm-7pm, handling client queries, entry, and updating counsellors on client attendance.

Training and Development:

Access ongoing professional development through online courses, workshops, and mentorship programs offered by Sue Lambert Trust. Attend workshops and training on trauma-informed care, supporting survivors, and client care best practices.

Team Contribution

Demonstrate a shared commitment to health and safety and safeguarding by adhering to organisational policies and procedures, ensuring the well-being of clients, colleagues, and the wider team.

Personal Specification:

Experience:

Essential: Experience in an administration or customer service role. Experience working in a community service or nonprofit setting. Familiarity with managing sensitive client information in compliance with confidentiality policies. Resilience to challenging client interactions and working with vulnerable individuals. Desirable: Experience in appointment scheduling and coordination of services. Experience working with CRM systems and client management tools. Knowledge of trauma-informed working practices.

Skills and Competencies:

Strong organisational and time management skills. Excellent verbal and written communication skills, with the ability to engage sensitively and professionally with clients at all levels. Skilled in managing and organizing data entry and record-keeping. Ability to work independently and as part of a multidisciplinary team. Demonstrates empathy, compassion, and an understanding of trauma. Reliable, adaptable, and resilient under pressure. Non-judgmental attitude with a commitment to equality and inclusion.

Knowledge:

Proficiency in Microsoft Office Suite and familiarity with client management systems (CRM). Knowledge of confidentiality and data protection policies. Basic understanding of client care, support services, and best practices in community service settings.

Personal Attributes:

Demonstrates a compassionate and empathetic approach to working with vulnerable clients. Able to work calmly and professionally in high-pressure or emotionally charged situations. Committed to self-care and managing personal well-being when dealing with challenging client interactions. Able to engage in reflective practice and attend regular supervision sessions.

Other Requirements:

The successful candidate will be subject to an enhanced DBS (Disclosure and Barring Service) check and satisfactory references. Willingness to work additional late shifts between when needed. Ability to assist with committee meeting minute-taking and supporting internal and external meetings.

Professional Development:

The role offers extensive opportunities for professional development, including access to over 300 online courses covering topics such as data protection, CRM systems, and effective communication. Regular workshops and training on trauma-informed care, and ongoing opportunities for mentorship and clinical supervision.

Staff Incentives & Benefits:

Generous Annual Leave -

27 days plus bank holidays (pro-rata for part-time staff)

Pension Contribution -

4% employer & employee contributions

Flexible & Hybrid Working -

Where job role permits

Life Insurance -

2x your salary for peace of mind

Employee Assistance Programme -

Includes 24/7 GP & Dentist access

Learning & Development -

Access to our LMS with 300+ courses for independent growth

Wellbeing Support -

Includes discounts on gym memberships & more!

Equal Opportunities Statement:

We are committed to promoting equality, diversity, and inclusion. We welcome applications from all sections of the community and encourage individuals with lived experience of the issues our service addresses to apply.

Commitment to Disability Inclusion:

We are committed to building an inclusive workplace. As part of this commitment, we guarantee an interview to disabled applicants who meet the minimum essential criteria for the role. If you would like to apply under this scheme, please let us know in your application.

This is a rewarding and dynamic role within a supportive environment, and we are looking for someone who is passionate about supporting survivors of sexual abuse and violence while ensuring the smooth operation of services at Sue Lambert Trust.

Appendix A - Sue Lambert Trust Professional Standards

These standards are designed to ensure that all workers act with professionalism, integrity, and respect, while upholding the charity's values and safeguarding the wellbeing of clients and colleagues alike.

Respect for Clients:

Confidentiality

All personal information shared by clients must be kept confidential and only disclosed with the client's informed consent, or when required by law.

Non-Judgemental Approach

Treat all clients with respect, dignity, and without judgment, regardless of their background, beliefs, or circumstances.

Informed Consent

Ensure clients fully understand the counselling process, the limits of confidentiality, and their rights before commencing therapy.

Boundaries

Maintain clear professional boundaries and avoid dual relationships with clients (e.g., business or personal relationships).

Professional Competence:

Ongoing Education

Engage in continuous professional development, to stay updated with current counselling methods and ethical standards (where applicable to your role).

Training

Ensure all mandatory training requested by SLT, is attended/completed within the required timescales

Referral

Recognise the limits of your expertise and refer clients to appropriate services or professionals when necessary.

Supervision

Participate in regular supervision sessions to review personal and/or client work, maintain high standards, and ensure personal well-being.

Self-Care

Maintain personal well-being to ensure that professional services are not compromised by physical or mental health issues

Integrity & Honesty:

Transparency

Be clear about your qualifications, experience, and limitations when/if working with clients.

Information should be shared in a clear and understandable way, allowing others to make informed decisions.

No Exploitation

Never exploit the trust or dependency of clients for personal, financial, or professional gain.

Truthfulness

Ensure all records, reports, and claims about our services are honest and accurate.

Equality & Diversity:

Non-Discrimination

Provide services impartially and without discrimination on the grounds of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.

Cultural Sensitivity

Respect and be aware of cultural differences and adapt counselling and/or workplace approaches to the specific needs and backgrounds of clients.

Inclusive Practice

Strive to make services accessible and inclusive to all, including addressing physical and emotional barriers to access.

Legal & Ethical Compliance:

Adherence to Laws

Abide by all relevant laws and regulations that apply to counselling practice, including data protection and safeguarding laws.

Ethical Decision-Making

Use established ethical frameworks to guide decision-making, especially in complex or ambiguous situations.

Whistleblowing

Report any unethical, illegal, or harmful practices observed within the charity in accordance with the charity's whistleblowing policy

Client Safety:

Safeguarding

Take immediate and appropriate action if a client or colleague is at risk of harm to themselves or others, following safeguarding protocols

Crisis Management

Be prepared to handle crises, such as suicide risks or emergency situations, with professionalism and care

Client Empowerment

Encourage clients to make their own decisions and respect their autonomy throughout the counselling process

Collegial Relationships:

Collaboration

Foster positive and respectful working relationships with colleagues and other professionals to ensure the best outcomes for clients and peers alike.

Respect for Peers

Avoid engaging in harmful gossip, defamation, or unfair criticism of colleagues.

Conflict Resolution

Handle conflicts with professionalism and seek to resolve disagreements with colleagues in a constructive and respectful manner.

Charity Representation:

Professional Representation

Represent the charity with professionalism and respect at all times, both within and outside the organisation

Mission Alignment

Ensure your conduct aligns with the charity's mission, values, and commitment to serving vulnerable populations.

Fundraising and Publicity

Engage in ethical fundraising practices and maintain honesty in any communications or promotional materials related to the charity.

Record Keeping:

Accuracy

Maintain accurate, up-to-date, and secure records of all client interactions, assessments, and interventions

Confidential Storage

Ensure all records are stored confidentially and securely, in compliance with data protection laws.

Timeliness

Complete and update records in a timely manner to ensure they reflect the current state of client interactions.

Professional Accountability:

Accountability to Clients

Accept responsibility for your actions and be willing to correct mistakes in service provision.

Complaints Procedure

Be open to receiving and addressing client complaints in a constructive and timely manner, following the charity's procedures

Commitment to Ethics

Regularly review and reflect on your adherence to these ethical standards and seek guidance when facing ethical dilemmas

Job Types: Part-time, Permanent

Pay: 25,592.00 per year

Expected hours: 22.5 per week

Benefits:

Casual dress Company pension Health & wellbeing programme Life insurance Sick pay
Work Location: In person

Application deadline: 23/10/2025