Administrator

North & West Gloucestershire Citizens Advice is seeking an organised and adaptable Administrator
to provide effective administrative support across the organisation. The postholder will help
colleagues and volunteers deliver high-quality services to clients, support existing projects and
funding programmes, and provide administrative support for new projects and services as they are
developed.

The role

Pension: Contribution of 7% based on 4% employee contribution

Employee Assistance Scheme: Health Assured

Birthday Leave: Take a day to celebrate your annual personal milestone. This leave does not form part of your annual leave entitlement.

Christmas Closure: Our office will be closed between Christmas and New Year’s, and these days won’t count towards your holiday entitlement.

Flexible Working Policy: Includes compressed hours, flexitime, homeworking/hybrid

Reports to: People & Office Manager

Purpose of the Role

To provide reliable and flexible administrative support across North & West Gloucestershire
Citizens Advice. The postholder will support the day-to-day running of the organisation and assist
with the administration of projects, grants, funded services and other initiatives. This includes
maintaining accurate records, coordinating information, supporting processes and reporting, and
helping colleagues deliver services effectively.

The balance of duties may change over time in response to organisational priorities, funding
arrangements and the introduction or closure of projects. The postholder will support existing
services and help establish the administrative processes needed for new projects and activities,
working within agreed procedures and with guidance from the relevant manager.

Main duties and responsibilities

1. Organisation-wide administrative support

• Provide day-to-day administrative support to teams, managers, staff and volunteers across the organisation.
• Respond to routine enquiries from clients, colleagues, volunteers and external organisations by email and in person, directing enquiries to the appropriate person or service where needed.
• Receive, sort and distribute incoming post and emails, and support outgoing correspondence.
• Prepare, format and maintain documents, letters, spreadsheets, databases, presentations and reports as required.
• Arrange meetings, appointments and events, including booking rooms, where required and following up agreed actions.
• Maintain electronic and paper filing systems so that information is accurate, accessible to authorised colleagues and stored appropriately.
• Support office systems and equipment, including photocopiers and other standard office equipment.

2. Project and service administration

• Provide administrative support to existing and new projects, services and initiatives across the organisation, in line with agreed priorities.
• Assist managers and projects lead to establish and maintain administrative processes, forms, trackers, spreadsheets and record-keeping systems for new projects.
• Maintain project records, monitor routine administrative actions and help ensure that information is recorded accurately and within agreed timescales.
• Support the collection and collation of project activity, outcome and demographic information for internal monitoring and external reporting, as required.
• Assist with coordinating project communications, appointments, referrals, meetings, events and other administrative arrangements.

• Adapt administrative support as projects develop, change, pause or close, and help ensure records are updated and retained in line with organisational procedures.

3. Grant and funding administration

• Provide administrative support for grant programmes and other funding schemes administered by the organisation.
• Receive and check grant applications and supporting documents against the relevant scheme's criteria and process requirements, identifying missing information and requesting clarification where authorised.
• Record applications, decisions, payments and related information accurately in the relevant systems and trackers.
• Liaise with advisers, caseworkers, referrers, finance colleagues, managers and funders to progress applications and resolve routine administrative queries.
• Support payment administration in accordance with the organisation's approval and financial procedures; refer decisions or exceptions to the appropriate authorised person.
• Maintain information on grant availability, eligibility criteria, referral routes and process changes, and share updates with colleagues as required.

• Prepare routine grant statistics and assist with funder reports, monitoring returns and end- of-project information.

4. Client and service administration

• Process incoming client correspondence and administrative enquiries in accordance with organisational procedures.
• Use the organisation's case management and other systems to record information accurately and appropriately.
• Book, amend and manage client appointments and support the coordination of referrals and service access.
• Provide basic information and signpost clients to relevant Citizens Advice services or other appropriate support, within the limits of the role.
• Handle personal and sensitive information confidentially and in accordance with data protection requirements and organisational policies.

5. Information, records and reporting

• Create, update and maintain spreadsheets, databases, trackers and electronic records.
• Check information for completeness and accuracy, follow up missing information and raise discrepancies with the appropriate colleague.
• Collate routine data and prepare summaries and reports for managers, project leads and funders.
• Maintain clear records of administrative activity and ensure information is stored and shared securely.
• Support the consistent use of agreed templates, systems and administrative procedures across projects and teams.

6. Teamwork and organisational responsibilities

• Work collaboratively with colleagues and volunteers across the organisation, including those working remotely or at different locations.
• Communicate clearly and professionally with colleagues, clients, partner organisations and external contacts.

• Contribute to a positive working environment in which equality, diversity, inclusion and dignity at work are valued.
• Follow organisational policies and procedures, including those relating to confidentiality, data protection, safeguarding, health and safety, and financial controls.
• Undertake other reasonable duties that are appropriate to the level and purpose of the post, to support the effective delivery and development of the organisation's services.

This job description outlines the main duties and responsibilities of the post and is not intended to
be exhaustive. Duties may reasonably vary in line with the purpose and level of the role and the organisation's changing needs. Any material change to the role will be discussed with the postholder and managed in accordance with organisational procedures.

Person specification

Essential

1. Experience of providing administrative support and maintaining accurate records.
2. Good working knowledge of Microsoft Office applications, including Word, Excel and Outlook, and confidence using digital systems.
3. Strong organisational skills, with the ability to prioritise a varied workload and meet deadlines.
4. High level of attention to detail when entering, checking and maintaining information.
5. Clear written and verbal communication skills and the ability to deal professionally with a range of people.
6. Ability to work independently on routine tasks and collaboratively as part of a team.
7. Ability to create and maintain spreadsheets, trackers, databases and administrative systems.
8. A flexible and adaptable approach, including willingness to support different projects and services as organisational needs change.
9. Ability to handle confidential and sensitive information appropriately.
10. A practical, problem-solving approach and willingness to learn new processes and systems.
11. Commitment to the aims, principles and values of Citizens Advice, including equality and respect for diversity.

Desirable

12. Experience of providing administrative support to projects, grant schemes or funded services.
13. Experience of maintaining monitoring information or preparing routine reports.
14. Experience of working in a charity, advice service or other public-facing organisation.
15. Experience of using a client relationship or case management database.

Want to chat about this role? Please see details to the right of this advert.

To apply for this post, please submit the following by clicking on Apply Now:

Your CV, outlining your relevant experience, skills and qualifications. A covering letter (maximum
two pages) explaining why you are interested in the role and how your experience and skills meet
the requirements of the person specification.

In your covering letter, please address the following:

• Why you are interested in the role and what attracts you to working for North & West Gloucestershire Citizens Advice
• Your relevant experience, including examples that demonstrate how you have carried out similar responsibilities.
• The key skills and strengths you would bring to the role.
• How you meet the essential requirements of the person specification, providing specific examples where possible.
• What you feel you could contribute to the team and organisation.

We are interested in the quality and relevance of your examples, rather than simply repeating
information from your CV. Where possible, please use specific examples to demonstrate what you
have done, the role you played and the outcome or impact.

Your covering letter will be considered alongside your CV as part of the shortlisting process.

In accordance with Citizens Advice national policy, we may require the successful candidate to be
screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to
take up the job.