Operations Coordinator - Relate NI Location: Belfast (with travel throughout Northern Ireland as required) Salary: £25,500 per annum Contract: Full-time, Permanent Closing Date: Monday 10th November About the Organisation Charity Jobs NI are delighted to be representing Relate NI, the leading relationship support charity in Northern Ireland. Established in 1948, Relate NI helps people strengthen their relationships through professional counselling, mediation and education services. Their vision is a future where healthy relationships are at the heart of a thriving society, and their mission is to make expert information and support for healthy relationships available to everyone. About the Role This is an exciting opportunity to join a small, dedicated team as an Operations Coordinator (also relevant to those with experience as Operations Support Officer, Office Coordinator, or Service Support Administrator). In this varied and people-centred role, you'll be the first point of contact for clients, ensuring they receive professional, empathetic support and access to the right services. You'll coordinate appointments, liaise with counsellors and mediators, maintain accurate records, process payments and invoices, and support quality assurance and service improvement. The role also includes line management of a small team, offering scope to develop your leadership experience. Key Responsibilities Act as the first point of contact for clients and manage inbound and outbound enquiries with sensitivity and professionalism Support distressed or anxious clients appropriately and handle payments and manage outstanding balances Schedule, confirm, and reschedule appointments, send reminders and follow up on missed appointments Liaise with counsellors and mediators to allocate work and keep accurate records and systems updated Provide administrative support across services, including student and trainee placements and subject access requests Ensure confidentiality, GDPR and safeguarding compliance at all times Collate service data and monitoring returns, and process invoices Contribute to quality assurance and business improvement activities Line manage a small team and support effective day-to-day operations Essential Criteria Qualifications and IT Minimum of 5 GCSEs (or equivalent) including English and Mathematics Confident user of Microsoft Office Experience At least 2 years' experience supporting families or in a client support capacity Experience working in a confidential environment Working knowledge of a computerised appointments system Strong attention to detail and ability to manage multiple tasks methodically while prioritising work Recent experience dealing with the public by telephone and face-to-face Experience collating data and producing reports from computerised systems Experience handling cash and taking payments Interpersonal Skills Ability to support, listen actively and respond appropriately to distressed clients with excellent communication skills Ability to create a welcoming environment for clients Ability to work effectively under pressure in a busy office environment with strong attention to detail Effective team player Qualities Maintains strict confidentiality and strong awareness of GDPR Able to work on own initiative and accept responsibility Emotionally resilient Circumstances Flexible to cover annual leave and sickness on a rota basis to ensure operational hours are covered Desirable Criteria Qualifications and IT Relevant qualification in Business Administration Line management qualification RSA Stage 2 Word Processing (or equivalent) Experience and Skills Knowledge of Salesforce (or similar CRM) Experience managing staff or direct line reports Interpersonal Ability to work well with direct line reports What We Offer Real Living Wage employer Flexible/hybrid working Pension contribution 25 days annual leave, 12 statutory days, and Christmas close-down Employee Assistance Programme CPD and professional development opportunities How to Apply If you're a motivated and compassionate professional looking to make a meaningful impact, we'd love to hear from you. Apply now - a member of the Charity Jobs NI team will be in touch with next steps. Skills: operations administration client support team leadership Benefits: Work From Home Enhanced Holiday Leave Pension Flexitime