Individual Needs Programme Officer

Individual Needs Programme Officer, £18.41, Belfast, Hybrid

Your new company
A Public Sector Organisation based in Belfast City Centre who support individuals affected by challenging circumstances through dedicated health and wellbeing services. The organisation works collaboratively with multiple partners to provide seamless client support, ensuring every individual receives the care and guidance they need. This is a fast-paced and rewarding environment focused on making a real difference in people's lives.
Your new role
As an Individual Needs Programme Officer, you will be pivotal in coordinating and delivering high-quality client support across health and wellbeing services. Reporting to the Health and Wellbeing Case Manager, you will oversee the daily operations of the administrative team, ensuring efficient handling of client enquiries and smooth access to services.Your responsibilities will include managing call volumes, resolving complex client queries, supporting and training your team, maintaining accurate records, and generating performance reports. You will also play an important leadership role, motivating and guiding the administrative staff to deliver exceptional service while maintaining compliance with relevant policies and data protection regulations.This role requires empathy, excellent communication skills, and the ability to manage a high volume of client interactions sensitively and professionally.
Service Coordination & Delivery

Lead the daily operations of the Health & Wellbeing administrative and reception teams.

Manage client support systems, ensuring efficient handling of queries and service delivery.

Maintain accurate records and ensure compliance with GDPR and internal policies.

Monitor performance metrics and forecast client demand to optimise team capacity.

Provide training and ongoing support to administrative staff.

Leadership & Management

Line manage and motivate the Health & Wellbeing admin team.

Support staff induction, training, and development.

Communicate effectively across teams and manage client expectations.

Produce tailored reports using internal systems to support decision-making.

Strategic & Executive Support

Assist senior leadership in aligning operational plans with strategic goals.

Contribute to the development and implementation of corporate plans.

Respond to ad hoc requests from the Senior Management Team and Board.

Professionalism & Development

Uphold high standards of integrity and accountability.

Foster a collaborative and respectful work environment.

Build strong relationships with internal and external stakeholders.

Represent the organisation professionally at all times.

What you'll need to succeed

To be successful in this role, you will have:

A minimum of 5 GCSEs (or equivalent), including English Language and Maths.

At least 2 years' recent experience in a community, voluntary, or statutory setting, providing direct support to clients facing trauma, mental or physical health challenges.

Proven experience in a line management or team coordination capacity, with the ability to lead, motivate, and develop staff.

Strong skills in drafting procedural guidance and supporting team adherence to processes.

Demonstrable experience building and maintaining effective working relationships with a range of stakeholders.

Competency in using management information systems to create reports and provide operational updates to senior management.

A commitment to professional standards, confidentiality, and delivering excellent client care.

What you'll get in return

Belfast city centre location

£18.41

Hybrid working

6 months with possible extension

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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