Programme Administration Lead

Do you want to make a difference to the health and wellbeing of your community?

Are you looking for your next opportunity?

The role

We are looking for an exceptional service Programme Administration Lead who ensures robust admin support across all our Healthy Lifestyle service including referral processing, data monitoring, analysis and reporting, data inputting and service engagement needs with sub-contractors, partners and stakeholders.

Provides responsibility for the HLS external training provision, set-up, organisation, evaluation and liaising with stakeholders.

Maintains a positive and friendly single point of access for the services through first line of contact to clients, stakeholders, and wider customers in person, online, and via telephone.

Based in Gloucester City Centre.

The role is ideally suited to someone with excellent people skills who is used to interacting with and assisting clients daily via telephone and responding to referrals from Health Care Professionals via email and online.

Key elements of the day-to-day role:

=         Providing an efficient and professional admin support service both from home and local Gloucester office.

=         Managing the client referral process for the service – via the single point of access (telephone, email, text, virtual and face to face) which includes conducting short assessments with clients via telephone, inputting data onto the service database / CRM, allocating and booking client appointments into coach diaries.

=         Supporting Health Coaches with any admin duties needed to ensure effective service delivery.

=         Maintain and continue to develop efficient and effective filing and digital recording keeping using a consistent system for tracking of all service documentation.

=         Manage all enquiries and requests for information alongside daily activities.


=         Taking incoming referrals from a variety of sources, over the telephone, via email and through the company website/CRM.  Dealing with them in a timely manner, which is critical to the service

=         Assisting with monthly data input and dealing with confidential data.

=         Completing daily follow up calls and social media calls and recording actions in database.

=         Following up all voicemails left and passing on messages to relevant staff members Ownership of sub-contractor performance data – including reviewing, quality control and inputting into service CRM for reporting requirements.

=         Under guidance from the Director, facilitate the collation, monitoring and reporting of service performance data, generated through the contract.

=         Organise the Healthy Lifestyles external training offer, which is free to certain Gloucestershire organisations, which includes advertising and booking people onto courses, sending out worksheet packs, collating performance and feedback data. Making sure the courses are fully booked to ensure maximum value for money.

Essential existing skills/experience

Technical Skills, Including Proficiency with Microsoft Office Programs, essentially in Microsoft Word and Excel.

Experience of CRM data inputting Prior Office / Admin Management Experience.

Prior Office / Admin Management Experience

Must be a confident communicator and have a professional telephone manner Excellent

Time Management Skills.

Exceptional Communication and Customer Service Skills.

Strong Prioritisation and Organisational Skills.

Ability to Manage Confidential Information.

Note that at present this is a hybrid role due to Covid 19 restrictions, so the ability to work from home and travel to the Gloucester office is a must.

Full training and equipment will be provided, along with a programme of continued professional development.

Full driving license and access to own car is preferable.

Only those shortlisted will be contacted.

About us

ICE is an established provider of health and lifestyle behaviour change across the country. Our entire team is committed to and passionate about improving the happiness, health and wellbeing of people throughout the UK.

The ICE mission is to work with individuals, communities and organisations to co-create a well, confident and resilient society.

Our purpose

ICE’s vision is to live in a society that is well, confident and resilient.

We refuse to accept second best, believing that people can achieve great things. We are here to help people to Make Better Happen.

We are a purpose-driven organisation; our values are important to us and we believe they should also be important to you:

=         Integrity

=         Passion

=         Success

=         Fairness

=         Bravery

=         Creativity.

Have we described you?

We can promise you an opportunity to grow, add value and progress your career in an exciting environment by bringing your strengths to our team and having fun along the way.

Don’t miss out; if you have been excited by this opportunity, then act now.

All posts will be subject to enhanced DBS clearance.