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Operations Support Officer

Relate NI • Full-time • Belfast, Belfast, Northern Ireland, United Kingdom • £23,500 / year • 3d ago

Operations Support Officer

Location: Belfast (with travel throughout Northern Ireland as required)

Salary: £23,500 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 Support Officer (also relevant to those with experience as Service Support Administrator, Office Assistant, or Client Support Officer).

In this varied and rewarding role, you’ll be the first point of contact for clients — providing a warm, professional, and empathetic service to help individuals access the support they need. You’ll manage enquiries, schedule appointments, handle payments, and maintain accurate records while supporting counsellors, mediators, and the wider operations team to ensure services run efficiently.

This role requires empathy, emotional resilience, and excellent organisational skills. It’s ideally suited to someone who enjoys helping others and can balance multiple priorities in a fast-paced, people-focused environment.

Key Responsibilities

Act as the first point of contact for clients and manage inbound and outbound enquiries with professionalism and care
Provide accurate information on services and ensure clients receive the support they need
Handle payments and manage outstanding balances appropriately
Schedule, confirm, and reschedule appointments, send reminders, and follow up on missed sessions
Liaise with counsellors and mediators to allocate work and update systems accurately
Maintain client records and ensure GDPR and safeguarding compliance at all times
Provide administrative support across services, including student and trainee placements
Assist with subject access requests and liaise with the counselling Clinical Team where required
Contribute to service improvement and quality assurance activities

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

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
RSA Stage 2 Word Processing (or equivalent)

Experience and Skills

Experience handling cash and receiving payments

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 an organised, compassionate, and detail-focused professional looking to make a difference, we’d love to hear from you. Apply now — a member of the Charity Jobs NI team will be in touch with next steps.