Alder Hey Children's Charity

Operations & People Support Officer Reporting to: Operations & People Team Leader Salary: £26,066 £30,523 Hours: 37.5 hours per week Contract: Permanent Location: Alder Hey Children s Charity (based within the hospital), Liverpool Job Purpose This is an exciting opportunity to be at the heart of the Charity s operations. You will be the first point of contact for supporters and will deliver outstanding customer care and donor stewardship. You will build strong working relationships with Charity colleagues, donors (existing and potential), volunteers and Trust staff. The role supports the fundraising teams, assists with the hospital and online shop, and plays a key part in coordinating and administering the Charity s volunteering function. You will also provide vital People (HR) administration and process support. Main Duties & Responsibilities Fundraising & Office Undertake day-to-day administrative tasks as directed by the Operations & People Manager and Team Leader, including preparing letters, reports and memos to a high professional standard. Handle sensitive information appropriately, maintaining confidentiality at all times. Deal with all incoming telephone enquiries in a professional and helpful manner, directing calls correctly and taking accurate messages. Support the efficient running of the public Charity office by welcoming donors and visitors in a friendly and professional way. Provide excellent customer care and donor stewardship in every interaction. Manage incoming mail, ensuring it is opened, distributed and responded to promptly. Process donations in line with established receipting procedures. Adhere to audit procedures and liaise with the Charity s auditors. Maintain filing systems, ensuring safe storage and regular archiving of records. Support the senior management team, including organising meetings and room bookings. Undertake banking procedures, ensuring donations are accurately recorded and banked. Hospital & Online Shop Process online shop orders in a timely manner. Run regular online sales reports for the Operations Manager. Support the management of the hospital and online shop, ensuring stock levels are maintained and products are well presented. Provide customer service in the hospital Atrium shop and support front desk cover as required. Cash up the till, ensuring all sales are accurately recorded and passed for banking. Database Support Process donations on the CRM database, liaising with fundraising teams to ensure accuracy, including online platforms. Produce analytical reports from the fundraising database for audit purposes. People / HR Support Provide People/HR administrative support in the following areas: Recruitment, including coordinating recruitment and induction of new starters. Volunteer coordination, ensuring a robust process from expression of interest through to induction. Ensuring all staff have DBS checks in line with Trust requirements. Administration of staff annual leave and absence reporting. Creating staff correspondence, including pay award, furlough and other required communications. Other Duties Act as an outstanding advocate for Alder Hey Children s Charity, in line with organisational values. Be an active and supportive team member, contributing to team development and collaborative working. Attend and support fundraising events where required. Undertake any other reasonable duties as requested by your line manager. Person Specification Qualifications, Knowledge & Experience Essential Experience managing a demanding and varied workload. Proven experience handling cash and working within audit and procedural controls. Strong customer service background. Desirable Experience working in a charity. Experience using a CRM system or database. Experience using Shopify or other online sales platforms. HR experience or qualifications. Skills & Attributes Commitment to equality, diversity and collaborative working. Excellent written and verbal communication skills. Ability to build strong working relationships. Self-motivated with a positive attitude in a fast-paced environment. Highly organised, adaptable and able to manage shifting priorities. Able to work effectively both independently and as part of a team. Strong understanding of data protection and confidentiality. Excellent IT skills, including Microsoft packages. Additional Requirements Essential Strong interest in working for a children s health charity. Commitment to the values of Alder Hey Children s Charity. Willingness to get involved across the Charity. Desirable Willingness to occasionally work outside normal office hours. Our Values At Alder Hey Children s Charity, our values guide everything we do. By being courageous, working together, being passionate and creative, we ensure our hospital can deliver the very best care for young patients and their families. Courage: We try new things, take risks and speak up. We are accountable and unstoppable. Together: We work as one team, celebrate diversity and empower one another. Passion: We care deeply about what we do and inspire others. Magical: We are creative, child-led and create special moments that go the extra mile. Four-Day Working Week In April 2025, the Charity adopted a four-day working week. Staff previously working 37.5 hours now work 30 hours over four days. This supports a healthier work-life balance while continuing to drive growth and success. Additional Information This job description outlines the general nature and level of work expected. It is not exhaustive and may be amended to meet the Charity s needs. Alder Hey Children s Charity is committed to equality, diversity and inclusion, and welcomes applications from all sections of the community. Reasonable adjustments will be made for applicants with disabilities. The Charity is committed to safeguarding children and vulnerable adults. The post holder will be required to complete an enhanced DBS disclosure check.