Service Support Officer, Kooth
£26.9k
2 days a week in office
Personalised digital mental health care platform
Be an early applicant
Personalised digital mental health care platform
201-500 employees
Be an early applicant
£26.9k
2 days a week in office
201-500 employees
Company mission
To create easy to access online mental health services that work alongside you to provide compassionate and effective support.
Role
Who you are
- Experience supporting operational delivery, ensuring services and processes run efficiently, effectively, and to a high standard
- Experience developing, implementing, and maintaining policies, procedures, and operational processes
- Strong understanding of service optimisation, with the ability to identify opportunities to improve efficiency, quality, and overall performance
- Experience identifying, assessing, and managing operational risks while maintaining appropriate quality controls
- Strong analytical skills, with experience processing data, identifying trends, and producing clear, actionable reports
- Proficiency in Google Workspace, particularly Sheets, Docs, and Slides
- Excellent written and verbal communication skills, with the ability to engage and collaborate effectively with a range of stakeholders
- Adaptable and flexible, with the ability to respond to changing priorities and navigate evolving business needs
- A collaborative team player who builds positive working relationships and contributes to shared goals
- A continuous improvement mindset, proactively identifying opportunities to enhance processes, systems, and service delivery
- An understanding of co-production principles, with the ability to involve relevant stakeholders and service users in shaping and improving services
- A solutions-focused approach, with strong problem-solving skills and the ability to make practical, informed decisions
- A proactive self-starter who takes ownership of responsibilities and works effectively with minimal supervision
- Strong organisational and time management skills, with the ability to prioritise competing demands and consistently meet deadlines
What the job involves
- Reports to: Service Support Manager
- Hours: 26 per week - Tuesday to Friday
- As part of our Service Support Team within Service Delivery, the Service Support Officer will play an important role in supporting the smooth day-to-day operations of our services for adults, children, and young people
- Working closely with the management team, you’ll help coordinate and maintain staff rotas, manage associated administrative tasks, and provide operational support to ensure our services run efficiently and effectively
- To ensure that all Practitioners and bank worker hours are entered accurately onto the rota system to enable shifts to be covered with adequate staffing levels across the week
- To monitor absences, including sickness and annual leave and identify gaps on rota and co-ordinate cover with the management team
- To audit invoices and report any rota changes to the payroll department (overtime and bank staff)
- To work closely with the Management Team to forecast any foreseen ‘risk’ such as shortage of staff on the rota which means the services will not be adequately covered
- To develop relationships with the Management Team and Practitioners, including bank workers to assist in covering sessions at short notice
- To assist with and resolve any queries from colleagues regarding the rota, escalating issues where needed to the relevant departments e.g. Finance, IT Support or the People Team
- To work with the Management Team to look for improvements in the rota system, including how the rotas are worked and created
- Being the first point of contact for the general public, practitioners, and managers for adults and children and young people's Team offering information and helping them navigate available resources across the business
- Dealing with enquiries via email and telephone and referring to the appropriate department as required
- Collate data, analyse and provide specific reports as requested
- Supporting finance on a monthly basis to ensure all data is correct for payroll
- Onboarding and offboarding practitioners on the Quinyx and XCP systems
- To identify and recommend possible improvements on how to ensure the quality of the service delivered is continuously improved
- Support specific projects to develop key initiatives, linked to strategic plans within the Service Delivery team, in partnership with the wider management team
- Report on team and service performance, identifying trends driving operational improvements where and when needed
- To utilise a data informed approach to managing our services and to utilise our data when implementing change to our practice
- To ensure compliance with legal requirements and internal policies with particular reference to Safeguarding
Our take
Kooth offers free-at-the-point-of-access mental health care to more than 5.4 million people via NHS commissioners, corporates, social workers, GPs and schools across the UK. It provides a mix of community-created content, forum sessions with other community members, and one-to-one counselling via online chat.
All users sign up anonymously for the service and there's no digital tracking of session IP addresses - thereby providing a safe space where people can get the support they need. As a pioneer in online counselling, Kooth brings together emerging technologies with innovation in clinical practice and evaluation to create new models of care in mental health.
Kooth’s 2020 IPO came at a time when London listings were sparse. This was a testament to the important contribution its services made at a time when people and businesses wanted to prioritise well-being. Another point of success for the company was its 33% soar in share prices after a contract was announced to serve 13 to 25-year-olds in California.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Company benefits
- 28 days (plus Public Holidays)
- Yearly professional training programmes structured around you
- Pension contributions
- Remote Working
- Healthshield Care plan
- EAP programme, 24/7 Telephone Mental Health & GP
- Annual company share option awards
- Life Assurance (up to four times the amount of your annual salary)
- Cycle to Work Scheme
- Incapacity Income Protection
Company HQ
Paddington, London, UK
Leadership
Kate Newhouse
(CEO)Also a SUpervisory Board Member of the European Dental Group. Previously Member, Secretary of State for Health and Social Care's Health-tech advisory board, CEO of Blenheim Chalcot and Doctor Care Anywhere.
Sanjay Jawa
(CFO)Previouslt Operating Partner at ScaleUp Capital and CFO at QualiTest Group.
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