Front of House / Administrator

The first welcome can shape everything that follows.

Walking into a drug and alcohol service can feel like a significant step. As our Front of House / Administrator, you’ll make sure everyone entering our Croxteth Hub is welcomed with warmth, compassion and dignity.

You’ll be a trusted first point of contact, creating a calm, safe and inclusive environment where people feel listened to, respected and supported without judgement.

The opportunity

This is more than a traditional reception or administration role.

You’ll combine excellent front-of-house support with meaningful service user engagement, helping people feel confident about accessing treatment and connecting them with the right support.

You’ll welcome visitors, respond to initial enquiries, coordinate appointments and help manage the flow of a busy service.

You’ll handle incoming calls, maintain accurate and confidential records, update databases and make sure reception and waiting areas remain organised, informative and welcoming.

You’ll also have positive, recovery-focused conversations with people accessing the service. You’ll provide practical information, complete initial triages and offer brief advice around harm reduction, safer substance use and safer sex. Full training will be provided.

You’ll promote awareness of naloxone, encourage people to attend keywork sessions, groups and clinics, and connect them with recovery communities, peer support, mutual aid and relevant partner organisations.

Working closely with colleagues, you’ll support service communication, encourage feedback from people using the service and contribute to meetings, training and the wider organisation of the Croxteth Hub.

Location: Croxteth Hub, Liverpool
Hours: Full time, 37.5 hours per week. The role includes some evening and weekend working as part of a rota.

Please note: Full-time hours at Change Grow Live are 37.5 hours per week. For part-time roles, the salary and any associated payments will be pro rata based on contracted hours.

What you’ll bring

You may have experience in reception, administration, customer service, health or social care. You may also bring lived experience or a strong personal commitment to supporting people affected by drug and alcohol use.

What matters most is how you work with people.

You’ll be approachable, compassionate and organised, with the confidence to communicate with people from different backgrounds. You’ll understand the importance of confidentiality and professional boundaries and be able to remain calm and focused when the service is busy.

You’ll also bring:

• Strong written and verbal communication skills.
• Good IT skills and confidence using office systems and databases.
• The ability to prioritise tasks and maintain accurate records.
• A flexible, collaborative approach and the confidence to work independently when required.

Experience within a healthcare, social care or substance use service would be valuable. An administration or IT qualification and experience of working with prescriptions would also be welcomed, but are not essential.

Why this role matters

You’ll help remove barriers, reduce stigma and make treatment feel more accessible.

Sometimes that will mean answering a question or helping someone find the right appointment. At other times, it will mean listening, offering reassurance or helping someone take their first step towards change.

At Change Grow Live, our values guide everything we do:

Be open. Be compassionate. Be bold.

A Note About Using AI in Your Application

AI can be a helpful tool when preparing your application, and you're welcome to use it. However, we'd really like to hear about you.

Please make sure your application reflects your own experience, achievements and strengths, and clearly shows how you meet the essential criteria for the role. The strongest applications are those that are genuine, specific and bring your skills and potential to life through real examples.

We look forward to learning more about you.

We reserve the right to close this opportunity early if we receive a high number of applications, so we encourage you to apply as soon as possible.

This opportunity is not eligible for visa sponsorship. Applicants must already have the right to work in the UK at the time of application.

Please note that we are not accepting applications from recruitment agencies for this vacancy. Direct applications only.