Service Support Officer
Job Description
- Job Title: Service Support Officer
- Reports to: Service Support Manager
- Salary: £26,936 pro rata
- Hours: 26 per week - Tuesday to Friday
- 9am - 4pm (including a 30 min unpaid break)
About Us:
Kooth is a fast-growing, mission-driven organisation transforming access to digital mental health support across the UK and US. Listed on the London Stock Exchange (AIM: KOO), our mission is to create welcoming, accessible spaces for personalised mental health care that helps young people thrive.
With 25 years of experience, Kooth has become a trusted leader in digital mental health, working alongside the NHS, government partners, and local communities to make high-quality support more accessible to young people.
Building on this foundation, we've expanded Soluna, our innovative digital mental health platform, across both the US and UK. First launched in California in 2024, Soluna has since expanded into New Jersey and Michigan. In September 2026, we reached another exciting milestone with the launch of Soluna by Kooth in the UK, bringing together our experience and innovation across both markets. Through professional mental health support, moderated peer communities, and self-guided tools, we're helping young people access the support they need, when they need it.
At Kooth, we're more than a digital mental health platform. We're purpose-driven, people-centred, and grounded in our values: Alongside You, Flexible, Compassionate, Committed, and Safe. If you're looking for meaningful work with measurable impact, you'll find it here.
Learn more at Kooth and Soluna.
What We’re Looking For:
As part of our Service Support Team within Service Delivery, the Service Support Officer will play an important role in supporting the smooth day-to-day operations of our services for adults, children, and young people. Working closely with the management team, you’ll help coordinate and maintain staff rotas, manage associated administrative tasks, and provide operational support to ensure our services run efficiently and effectively.
How You’ll Make an Impact:
Rota management
- To ensure that all Practitioners and bank worker hours are entered accurately onto the rota system to enable shifts to be covered with adequate staffing levels across the week.
- To monitor absences, including sickness and annual leave and identify gaps on rota and co-ordinate cover with the management team.
- To audit invoices and report any rota changes to the payroll department (overtime and bank staff)
- To work closely with the Management Team to forecast any foreseen ‘risk’ such as shortage of staff on the rota which means the services will not be adequately covered.
- To develop relationships with the Management Team and Practitioners, including bank workers to assist in covering sessions at short notice.
- To assist with and resolve any queries from colleagues regarding the rota, escalating issues where needed to the relevant departments e.g. Finance, IT Support or the People Team.
- To work with the Management Team to look for improvements in the rota system, including how the rotas are worked and created.
Administrative Support
- Being the first point of contact for the general public, practitioners, and managers for adults and children and young people's Team offering information and helping them navigate available resources across the business.
- Dealing with enquiries via email and telephone and referring to the appropriate department as required.
- Collate data, analyse and provide specific reports as requested
- Supporting finance on a monthly basis to ensure all data is correct for payroll.
- Onboarding and offboarding practitioners on the Quinyx and XCP systems
Service Developments
- To identify and recommend possible improvements on how to ensure the quality of the service delivered is continuously improved.
- Support specific projects to develop key initiatives, linked to strategic plans within the Service Delivery team, in partnership with the wider management team.
- Report on team and service performance, identifying trends driving operational improvements where and when needed.
Analytics, Reporting & Insights
- To utilise a data informed approach to managing our services and to utilise our data when implementing change to our practice
- To ensure compliance with legal requirements and internal policies with particular reference to Safeguarding.
What You’ll Bring:
- Experience supporting operational delivery, ensuring services and processes run efficiently, effectively, and to a high standard.
- Experience developing, implementing, and maintaining policies, procedures, and operational processes.
- Strong understanding of service optimisation, with the ability to identify opportunities to improve efficiency, quality, and overall performance.
- Experience identifying, assessing, and managing operational risks while maintaining appropriate quality controls.
- Strong analytical skills, with experience processing data, identifying trends, and producing clear, actionable reports.
- Proficiency in Google Workspace, particularly Sheets, Docs, and Slides.
- Excellent written and verbal communication skills, with the ability to engage and collaborate effectively with a range of stakeholders.
- Adaptable and flexible, with the ability to respond to changing priorities and navigate evolving business needs.
- A collaborative team player who builds positive working relationships and contributes to shared goals.
- A continuous improvement mindset, proactively identifying opportunities to enhance processes, systems, and service delivery.
- An understanding of co-production principles, with the ability to involve relevant stakeholders and service users in shaping and improving services.
- A solutions-focused approach, with strong problem-solving skills and the ability to make practical, informed decisions.
- A proactive self-starter who takes ownership of responsibilities and works effectively with minimal supervision.
- Strong organisational and time management skills, with the ability to prioritise competing demands and consistently meet deadlines.
