Operations Support Coordinator

Guide Dogs - Where Every Role Makes a Difference

Come and join us as self‑motivated and purpose‑driven Operations Support Coordinator and be part of something life‑changing - helping people with sight loss live the life they choose.

As an Operations Support Coordinator at Guide Dogs, you’ll play a vital, people‑focused role supporting the smooth and efficient delivery of our services through excellent coordination, organisation, and attention to detail. You’ll be central to enabling our teams and volunteers to deliver life‑changing support by keeping operations compliant, welcoming, and running seamlessly. The Operations Support Coordinator will be an expert in administrative coordination and operational compliance. Our Operations Support Coordinators play a huge part in ensuring everything we do enables us to deliver on our purpose and exceed expectations.

This role will be based on site at our Liverpool office. You’ll be working 35 hours per week, worked 9am to 5pm, Monday to Friday. 

Key Responsibilities

• Provide administrative support for Guide Dogs services (GDS) including GDS Operations, Puppy Raising, Dog Health & Wellbeing and Rehoming.  This could include, but not exclusive to, preparing/sending out equipment; coordinating and booking hotels for class; collating and sending qualification packs in preferred formats; inputting health histories; and mailings as generated by GDI and requested by the CAS team.
• Provides administrative support for the SISS team this could include, but not exclusive to ensuring any equipment is ordered and mailings sent out in preferred formats, in a timely manner.
• Provides administrative support for volunteers such as puppy raisers, fosterers and drivers.  This could include, but not exclusive to, sending puppy information packs and agreed communications within the agreed timescales as set out in the volunteer engagement process, dealing with queries and supporting the coordination of volunteer activities required for operational delivery as requested.
• Deals with routine correspondence and calls ensuring all enquiries are proficiently handled and appropriately referred to the relevant internal specialists in line with quality standards.
• Maintain paper and computer-based inputting and customer or volunteer records in line with process standards and General Data Protection Regulations.
• Provide reception services, including – greeting visitors, managing incoming and outgoing post/deliveries, car parking, hot desks, and meeting room bookings/equipment.
• Coordinates local health & safety activities to ensure the site remains safe and compliant. These include fire alarm testing, monthly safety checks and emergency evacuation support as required.

You

You’ll have a people‑centred, customer‑focused approach to delivering high‑quality administrative and operational support. You’ll enjoy working in a busy, collaborative office environment with a dedicated focus on supporting staff, volunteers, and services to operate efficiently and compliantly, whilst being committed to quality, safeguarding. You’ll act with integrity and honesty in everything you do.

Skills and Competencies

• Educated to post-secondary level with a minimum of 3 GCSE passes including Maths & English at grade C (or equivalent) (QCF level 2 / SQCF level 5).
• Experience in a customer service role, and/or office/administration role.
• Experience completing basic H&S risk assessments.
• Experienced in the use of CRM systems.
• A comprehensive knowledge of GDPR regulations.
• Computer literate with advanced skills in the Microsoft Office suite (Outlook, Excel, Word, PowerPoint).
• Basic understanding of Health and Safety legislation.
• Clear understanding and experience of safeguarding.

Benefits

We wouldn’t be able to change the lives of people with sight loss without our people. That’s why it’s important for us to provide a variety of benefits that reward our colleagues in a way that suits them and recognises the hard work and contribution that they make.

• 26 days annual leave. After three years of continuous employment, this increases to 28 days plus bank holidays.
• Real Living Wage Employer
• Flex pot - equal to a proportion of your annual salary to use on our wide variety of flexible benefits
• The option to buy and sell annual leave
• Discounts and cash-back scheme
• Excellent pension scheme (We will match your pension contributions plus 2% up to a maximum of 9% employer contribution)
• And lots more!

For high volumes of applications, we reserve the right to close adverts earlier than advertised.

Our Commitment to Diversity and Inclusion

Behind Every Guide Dog Is Someone Like You - We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it. 

How to apply

Further details on the full role are attached below. When you are ready to apply, submit an online application form via this page.  Please note - If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier.  We cannot offer visa sponsorship at this time.

As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description. You will also be asked to complete a few job-specific questions, so please be prepared to write your answers to these questions.

If you choose to use AI tools to assist in completing your application, please use them appropriately.  We value authenticity. If you want to stand out, using a generic AI-generated response isn’t going to separate you from the crowd. This is your time to shine and showcase your unique skills, personality, and thought processes!  You can find our full statement on the use of AI to complete applications on our careers website.

If you would like to have an informal conversation about the role before applying, or require any accessibility support to apply, our friendly recruitment team is ready and waiting to help. Call them on 0118 3540345 or drop an email to [email protected].

Safer recruitment

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service.

At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly.