Administration Assistant (Services)

Spinal Injuries Association

Hours
35 hours per week

Length of contract
12 months

About the Organisation

Spinal Injuries Association is committed to a singular vision: a fulfilled life for everyone affected by spinal cord injury. Everyone has a right to live a fulfilled life, and that means the life they choose, a life that has the same opportunities as everyone else. We are the expert guiding voice for life after spinal cord injury.

About the role

This is a rewarding opportunity to play a vital role in supporting our services team, including nurses, therapists and counsellors, ensuring people accessing our services receive a responsive, professional and compassionate experience. You'll be at the heart of our service delivery, supporting the management of referrals, maintaining accurate records within our CRM system, arranging appointments and meetings, handling enquiries and providing essential administrative support across the ‘Services Team’ team. You'll help ensure service users receive timely support while contributing to the smooth running of our services.

Responsibilities

Duties & Responsibilities:

• Manage all referrals from the centralised inbox, prioritising and forwarding referrals to the relevant team member, or to direct enquiries to more appropriate services if necessary.
• Assess the need of each referral and discuss with the ‘on-call’ nurse/counsellor if it appears urgent, or if guidance is required to establish need.
• Ensure all relevant service user information is available. Calls are sometimes required to establish this.
• Input into database (CRM). Ensure information remains updated and relevant.
• Refer to appropriate nurse/therapist/counsellor according to region.
• Ensure that referrals are responded to promptly.
• Manage the Counselling referrals on the CRM, including adding clients, updating status, and setting up respective client files on the public drive.
• Contact those waiting to access SIA’s counselling service as required, to reassess need and inform of offers or initiatives.
• To liaise between the team and referrers to arrange face-to-face visits as required.
• Admin support with stock levels, ordering and distribution of leaflets, booklets, and emergency medical cards.
• Arrange and minute internal meetings and training sessions.
• Assist the team as and when required with CRM or administrative tasks.
• Support with booking appointments and completing the admin part of Essential Care Passports (ECP).
• Handle queries from clients and rearrange appointments when necessary
• Triage mental health referrals, including completion of wellbeing assessments and check-ins for members on the waiting list.
• To work closely with other teams within SIA as required.
• To continue to develop own competence through the use of a personal continuing professional development plan, and maintain up-to-date knowledge of resources, services, policies.
• Observe strict and complete confidentiality regarding information obtained during work.
• Ensure that the integrity of service user data captured during the course of service delivery is not compromised, and that all data is collected/stored/used in accordance with the principles set out in the Data Protection Act 1998.
• To be sympathetic to service user beliefs, feelings and preferences whilst remaining a neutral third party, focussing at all times on assisting the service user.

Reporting & Line Management:

• Report to the SCI Nurse Lead on all aspects of work and engage in line management supervision and performance appraisal as required.
• Maintain records and produce statistics of referrals to the Health and Care Quality Service for monitoring, evaluation and development purposes, and to provide written reports, statistics and information related to activity as may be required.
• Undertake relevant statutory and personal development training necessary to the achievement of agreed targets.
• Participate in and actively contribute to Departmental meetings.
• Carry out any other tasks within the scope of the post as defined by the senior nurse lead, counselling and wellbeing manager and/or the head of services.

Skills, Competencies, Experience & Attributes

Knowledge, Skills & Experience:

• Worked in an Administrative role for 2 years
• Experience of, or interest in, disability
• Excellent organisational skills with comprehensive experience in an administration role
• Excellent IT skills, including good knowledge of MS Office,
• PowerPoint and use of databases.
• Is highly motivated, flexible and able to work as part of a team
• Ability to manage and prioritise a varied and busy workload
• Willingness to be proactive in the job and act on own initiative where appropriate
• Strong literacy and numeracy skills
• Ability to communicate effectively and professionally, both verbally and in writing at all levels.
• Solution-oriented, with the confidence to persuade and challenge positively
• Methodical, taking pride in accuracy
• Ability to maintain confidence and operate with integrity at all times
• Willingness to take on new projects and develop new skills.

General:

• Commitment to the importance of this role and to SIA’s core values.
• Commitment to equal opportunities and valuing equality, diversity, and inclusion.
• Understanding of and lived experience of living and working with spinal cord injury.
• Knowledge of and working experience in the UK voluntary sector, in particular disability charities. 

Compensation & Benefits

• A genuinely supportive and values-led culture
• Chance to build your finance career within a well-regarded national charity
• Flexible and hybrid working options
• 28 days' annual leave (pro rata) plus bank holidays, rising to 30 (pro rata) after two years
• Group pension scheme with 6% employer contribution
• Group life assurance and healthcare cash plan
• Employee Assistance Programme and discounted gym membership
• Employee volunteer days
• Free car parking at SIA House
• Genuine investment in your development, with a dedicated budget for training and growth

Working locations

• Hybrid model, working in the Milton Keynes office and remotely

How to apply

• Apply on our website
• Please complete all supplementary questions on your application form and create a Full Profile, as these will inform our initial sift.
• Please note that once you have submitted your application, you will not be able to return to the questions, so please be prepared to complete the full application in one sitting. If you do need to make amendments, please email [email protected] for assistance.

Interviews

• The interview is on 6th October 2026, at SIA House, Milton Keynes.

Policies

At SIA, we value diversity. We are committed to providing an inclusive and supportive environment as we believe diversity fosters a more innovative, creative, and caring culture. We are striving to create a culture that fully represents all the communities we serve. We are an equal opportunity employer, and all applicants will be considered for employment regardless of race, age, ethnicity, religion, sexual orientation, gender, gender identity, family or parental status, or disability status. Disabled candidates who meet the standard job criteria will be offered a guaranteed interview. Fully remote working is considered for the right candidate. No agencies, please.

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