Diversity

Action for Pulmonary Fibrosis is an equal opportunities employer and welcomes applications from all candidates irrespective of race, age, gender, sex, gender identity, sexual orientation, religion or belief, or marital or civil partnership status.

Purpose of the role:

·       To provide admin support to the services team.

·       Be the first line of support for enquiries received via phone, website and email.

Key stakeholders:

·      People living with pulmonary fibrosis: patients, carers and family members.

·      APF staff, volunteers and fundraisers

·      Medical professionals, and support group organisers and members.

Reports to: Peer Support and Advisory Service Lead/Manager

Main Duties:

Event and Meeting Administration:

·       Source and book venues for meetings, conferences and events, arranging the delivery of materials and cover, liaising with APF colleagues.

·       Coordinate APF’s involvement in Education events and conferences.

·       Support the regional team with admin duties, including minute taking of leaders’ meetings and volunteer training/supervision sessions and circulating minutes, to ensure that everyone is kept informed and key issues are noted for learning.

·       Liaise with Regional Support Co-ordinators to arrange training sessions.

·       Schedule and book key dates, meetings and events.

·       Help to host/co-host services events and meetings via Zoom or MS Teams and source creative ways to use digital to help the team progress.

Office Administration

·       Act as first point of contact for the APF Support Line phone, booking appointments and updating E-tap with details of appointments made.

·       Provide cover when needed for the general APF phone line, answering calls and directing enquiries to the appropriate teams.

·       Keep the services and information section of the website up to date including support group information, volunteering opportunities and services information.

·       Respond to website queries related to the services team such as people wanting to volunteer, booking support line appointments and responding to requests for information.

·       Update the APF database (E-tap) with new referrals, new volunteers, feedback from patients, carers, volunteers and other necessary updates.

·       Become a source of expertise on the database, creating reports and mailings to help the services team engage key groups and track progress.

·       Assist with the collation of monthly services data and impact reports.

·       Ensure that tenders and invoices are logged and processed and purchase orders arranged.

·       Direct volunteering enquiries to the appropriate teams.

·       Assist the Volunteer and Services Co-ordinator with volunteer recruitment: scheduling/posting adverts, liaising with the communications team to ensure posts are advertised via the APF website, volunteer recruitment websites, volunteer centres and social media.

·       Liaise with the administration team to ensure that services and support line enquiries are monitored and responded to via telephone, email, web forms and the support@actionpf.org inbox and enquirers are guided to the relevant support they need, including the specialist nurse, peer volunteers or respective support group.

·       Source tenders and schedule and liaise with suppliers such as designers and printers to ensure that patient/carer information resources and merchandise (leaflets, lanyards, flyers etc) are produced on schedule, cost-effectively and are of good quality. Arrange dissemination of information, for example, to support groups and key healthcare contacts as appropriate.

·       Maintain and develop the services topic library, for example, including sample responses to help staff and volunteers respond to PF enquiries.

Person Specification 

Part one: knowledge and experience

·      Demonstrable experience of responding to customer enquiries, particularly within a health context, and the emotional maturity to respond with empathy and understanding to people who are experiencing significant levels of stress

·       Highly skilled and experienced in the use of Microsoft Office programmes (Word, Excel, PowerPoint, Outlook, Access, Teams)

·      Experience of using a database to record and track information, ensuring data is accurate, aids communication with key audiences, and helps to monitor and drive improvements, demonstrate impact and increase funding

·      Experience of operating in a modern digital workplace, including using digital tools to work collaboratively and productively

·      Experience of meeting busy deadlines, completing projects successfully and prioritising and planning ahead well

·      Understand GDPR and able to put it into practice

·      Some understanding or experience of website maintenance

Part two: skills and working style

·      Effective interpersonal skills; can demonstrate emotional intelligence and empathy with others

·      Able to exercise tact and discretion when dealing with sensitive personal information

·      Adept at developing successful partnerships and building strong external relationships

·      Good digital and written communication skills, comfortable working across all media whether via telephone, email, online and social media or face-to-face

·      Able to multitask, be a self-starter, pitch in and work collaboratively as part of a team

·      Able to work flexibly; can drive and travel across the UK, including occasional weekends and evenings

·      Committed to ongoing personal and professional development; positive and willing to learn and to sharing learning with the team

 Registered charity: 1152399 (England and Wales); SC050992 (Scotland)

Registered address: Stuart House, St John’s Street, Peterborough, PE1 5DD  www.actionpf.org