Treatment Centre Support Officer – Wolverhampton

Gordon Moody is the UK’s leading charity dedicated to providing support and treatment for those severely affected by gambling harms. The organisation was set up in South London in 1971, and we now have centres across the UK offering residential treatment for men and women to help them reclaim and rebuild their lives through recovery in a safe and supported environment.

Along with our unique specialist treatment centres for men and women, we offer relapse prevention and aftercare programmes. We also deliver a unique Retreat & Counselling programme that combines short-stay residential treatment with ongoing at-home support.

These programmes provide seamless care and support for those in treatment along with friends and family support to help those who are affected by a loved one’s gambling harms.

The Treatment Centre Support Officer is responsible for providing reception services and business support to the Treatment Centre. The role forms part of the Business Support Team, ensuring the smooth running of the service day to day and with dotted-line accountability to the Treatment Centre manager.

Responsibilities:

• Cover incoming calls to the Gordon Moody telephone lines during working hours including calls from potential service users in crisis seeking support.
• Ensure calls to Gordon Moody’s application lines are triaged and assigned to Recovery Workers for prompt assessment.
• Responsible as part of the Business Support Team for bed allocations within the service, ensuring they are assigned appropriately following applicant assessments.
• Ensure all applications are loaded onto the Apricot system promptly.
• Allocate assessments to Recovery Workers in a timely manner in line with Recovery Worker rotas.
• Monitor, respond to and triage incoming emails to the generic Gordon Moody inbox.
• Support the Service Managers and Deputy Managers to produce documents, letters, briefing papers, reports and presentations.
• Develop weekly staff rotas for the Treatment Centre under the supervision of the Service Manager or Deputy Manager.
• Send out welcome packs and relevant documentation to service users before the commencement of their residential stay.
• Liaise with HR to ensure new staff within the service receive the required induction upon commencement and welcome information prior to joining.
• Organise meetings where requested by the Service Manager or Deputy Manager.
• ‘Meeting and greeting’ visitors and service users to the treatment centre and acting as the first point of contact within the treatment centre, ensuring compliance with relevant Health and Safety and Safeguarding requirements while visitors are on site.
• Ensure the organisation of data and files within the service, including updating Apricot data on a daily basis.
• Ownership of the central maintenance log and responsibility for notifying the Maintenance Officer, ensuring issues are dealt with in a timely manner.
• Monitor and order treatment centre supplies via a central system.
• Abide by and recognise the need for confidentiality within the service and any information which requires a high level of discretion.
• Understand, uphold and work within the values, aims and objectives of Gordon Moody.
• Abide by the terms of the organisation’s policies and procedures, particularly in relation to the code of conduct, safeguarding and professional boundaries.
• Work flexibly to maintain the most appropriate level of service provision, and respond positively to organisation change and development.
• Undertake any such duties as reasonably required by your manager or that of the Treatment Centre.

Person Specification:

Essential:

• Experience of senior level administration or Customer Service roles.
• Experience of using electronic systems and procedures.
• Experience of supporting managers with excellent attention to detail.
• Ability to use IT to a level commensurate with the post, an applied knowledge of Office 365, Microsoft Word and Excel.
• Ability to evidence a commitment to the values of the organisation.
• Experience of communicating effectively with a wide-ranging audience in a coherent, professional and appropriate manner.
• Ability to work on own initiative and manage workload effectively with excellent organisation skills.
• Experience of developing and adjusting staff rotas.
• Experience of providing excellent customer service and improving customer and stakeholder experiences.

Desirable:

• The candidate should ideally have a relevant business administration Qualification, such as a level 3 Qualification (e.g. A-levels, NVQ Level 3 in Business Administration or similar) or extensive equivalent level experience in a related area.
• Experience of working with IT systems and preferably Apricot, all Microsoft products; and client-based systems.
• An understanding of the care pathway.
• Experience of and comfortable being the first point of contact, receiving challenging calls from those in crisis.

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