Job Description

JOB DESCRIPTION & PERSON SPECIFICATION

Job Title:

Support Services Coordinator

Salary:

24,802 - 26,058 (Depending on Experience)

Working Hours:

37.5 hours a week

Duration:

Permanent

Overview

At Mustard Tree, we're on a mission to combat poverty and prevent homelessness, driven by our core values: Belief, Dignity, Opportunity, Diversity, and Partnership.

The need for our services is greater than ever, with unprecedented demand across Greater Manchester. As our charity continues to grow, we're striving to become a leading force for change, creating real opportunities for people to improve their economic wellbeing.

To help us achieve this, we're looking for compassionate, skilled, and empowering people to join our team. If you're passionate about making a lasting impact and want to be part of something truly transformative, we'd love to hear from you.

Role Purpose

This role is a fantastic opportunity for someone who has the compassion to help others, and commitment to use their skills, to support and create opportunity for those who are vulnerable within greater Manchester. Our 121 Support Services are at the heart of our operation, and this role will be to listen and help people in financial hardship make positive steps forward in improving their finances and accommodation prospects.

Working as part of our Support team, you will be working within the Ancoats hub assisting with the support of clients who are in severe hardship, sleeping rough or at risk of homelessness. This could be at our Reception, as part of our Refugee Welcome Hub and/or through helping our trainers meet individual social needs of learners attending our classes.

Many of our clients speak multiple languages and so the ability to provide support in other languages - for example Farsi would be an advantage. Maintaining a high standard of customer service both face to face and over the phone. This role will represent the values of the charity both internally and externally, leading by example and contributing to the overall development of the service.

Main Duties:

Ensure 1-2-1 appointments for emergency support are in line with Mustard Tree processes and procedures. Using discretion (meeting room/quiet space) to provide dignity when completing registrations and referrals. Ensure referral appointments and support with new and existing clients are actioned in a timely manner in line with Mustard Tree values. Register new client into Mustard Tree, ensuring good listening skills, agree clear action plans and demonstrate effective knowledge to signpost into other agencies Be ready to start for 8am when requested to cover the Refuge Welcome Hub and attend daily morning briefing & debrief each day to ensure good communication and maintain positive team wellbeing. Support with induction and training of new trainees and volunteers into the team. Report accurate data of clients and learners' attendance through Kudos, KPI spread sheet and TreeSalt databases Escalate safeguarding concerns and risk to safeguarding team. Ensure that incident forms are completed and submitted to team leader. Make sure emergency hardship provision is signed off in line with process and procedures. Ensure referrals@ email address, receive timely response followed by client support appointment. Ensuring that all relevant paperwork is stored according to GDPR guidelines. Develop and maintain partnerships with external agencies across Manchester Responsible to submit monthly good news stories, client feedback and case studies, to share with communications team, highlighting success and challenges to key stakeholders. Work with Retail and Communications team to make sure essential emergency provisions are always available. Attend multi agency meeting and forums as and when required.

Reception Duties:

Guarantee a warm welcome at reception to all visitors, clients, and volunteers. Manage expectation of waiting time and public facilities while maintaining a safe environment free from hazards. Manage the day-to-day running of the reception area, building access and distribution of lanyards, access cards and building keys. Ensure the cloakroom and lost property is stored securely. Security aware, working with the Guard to manage and identify any potential disturbances before they happen and maintain a calm, courteous and professional manner. Maintain clear communication through reception functions and activities, assist with administrative tasks as and when required. Motivate and train Freedom volunteers on reception duties (not referrals) using the training manuals to improve volunteer employability and skillset. To understand and have a working knowledge of health and safety requirements of the support services including risk assessments, lone working policy, staff wellbeing and incident management.

General Work Duties:

Support Freedom Volunteers to develop skills and behaviours and feel part of the community. Work within health & safety guidelines and Mustard Tree policies and procedures. Supporting other staff and departments and provide practical relief cover for work-streams. Take responsibility for professional development, attending training courses as required. Leading by example, embodying Mustard Tree values and representing the charity as required. Contribute towards being an environmentally responsible organisation as part of day-to-day activities including recycling and supporting 'paper-lite' practices. Other tasks and duties relevant to the role as required by the organisation.

Role Specific Person Specification

Essential

Customer focused with strong communication skills Show a positive attitude across the wider team in line with Mustard Tree values Kind and encouraging and enjoys working with a diverse range of people with a warm and welcoming response to issues Experience working with volunteers and training others Time management and organisational skills Ability to build relationships and represent the organisation positively, including looking smart, clean and tidy Commitment and compassion for working with people who are homeless or at risk of homelessness Strong ability to multi-task and manage competing priorities effectively. Experience working independently and as part of a team. IT literacy including Microsoft word and good administration skills Experience handling conflict and deescalating situations Flexible and can-do attitude, self-motivated and enthusiastic approach Working knowledge of health and safety, reporting incidents and risk

Desirable

Multilingual, with Farsi language skills being highly beneficial Vigilant and security-aware Familiarity with support services in the third sector and public sector Lived experience is highly valued

What we offer in return

Real Living Wage employer Learning and development Free lunch Wellbeing support package with Smart Clinic, including 24-hour helpline 25 days holiday (plus extra holiday on your birthday) Defined contribution pension scheme

Deadline for applications:

15th September 2025

We will be considering applications as they are submitted and may recruit ahead of the deadline if the right candidate is identified. Therefore, we encourage early submission of applications.

Due to the high volume of applications we receive, if you have not heard from us within two weeks of submitting your application, unfortunately you have not been successful on this occasion.

Job Type: Full-time

Pay: 26,058.00 per year

Benefits:

Additional leave Bereavement leave Company pension Discounted or free food Sick pay
Ability to commute/relocate:

Manchester M4 6AG: reliably commute or plan to relocate before starting work (required)
Experience:

Support: 1 year (required)
Language:

Farsi (required) English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person