Client Services and Helpline Coordinator

Parent Help; Lower Hutt; On-site; NZD 57,000 - 70,000; Full time

Job summary

Parent Help in Lower Hutt is seeking a Client Services and Helpline Coordinator who will ensure the smooth day-to-day operation of our Parenting Helpline and client services. You will support around 30 volunteers, coordinate enquiries and referrals, and help families access timely, compassionate support.

This role works closely with the Chief Executive and team to maintain systems and drive service improvements.

Qualifications

• Organised with a compassionate, proactive approach to support families.

Responsibilities

• Recruit, onboard and support Helpline volunteers and oversee rosters and communication.
• Coordinate client enquiries, referrals and counselling appointments.
• Maintain accurate client records and liaise with counsellors and external agencies.
• Provide a welcoming first point of contact and ensure quality service delivery.
• Support admin tasks and help maintain systems and documentation.
• Assist with grant administration and funding applications.

Skills

Coordination

Administration

Client services

Organisation

Communication

Confidentiality

Tools

CRM software

Database systems

MS Office

Job description

Parent Help is passionate about supporting families, strengthening whānau and making a positive difference in the lives of parents and caregivers.

We are looking for an organised, compassionate and proactive Client Services and Helpline Coordinator to join our team.

Parent Help is a New Zealand charity supporting parents, caregivers and whānau across Aotearoa through our free, confidential Parenting Helpline, counselling and parenting education services.

About the Role

This is an important coordination role, ensuring the smooth day-to-day operation of our Parent Helpline and client services, while also providing direct support to callers accessing our Helpline.

You will support our team of approximately 30 Helpline volunteers, coordinate client enquiries and referrals, and help ensure families receive timely, professional and compassionate support.

Working closely with the Chief Executive and wider team, you will also contribute to maintaining effective systems and improving our services.

Key Responsibilities

Helpline Coordination

• Recruit, onboard, train and support Helpline volunteers.
• Manage volunteer rosters, availability and ongoing communication.
• Provide ongoing guidance, supervision and support to volunteers.
• Oversee Helpline operations and ensure consistent, quality service delivery.
• Providing direct support to callers through the Helpline
• Develop and maintain Helpline content, resources and support materials.

Client Services

• Coordinate client enquiries, referrals and counselling appointments.
• Support clients throughout their journey with Parent Help.
• Maintain accurate client records and administration.
• Liaise with counsellors, external agencies and community organisations.
• Provide a welcoming and compassionate first point of contact.

Administration and Organisational Support

• Provide general office coordination and administrative support.
• Maintain organisational systems, processes and documentation.
• Assist with grant administration and funding applications.
• Support operational priorities and service improvements.

About You

We are looking for someone who:

• Has a genuine passion for supporting parents, children and whānau.
• Has experience in coordination, administration or client services.
• Has excellent organisational and communication skills.
• Can manage competing priorities and work independently.
• Is compassionate, approachable and non-judgemental.
• Demonstrates sound judgement and understands confidentiality and privacy.
• Is confident using technology, databases and administration systems.
• Enjoys working collaboratively with staff, volunteers and external organisations.

Experience in the social services, community or not-for-profit sector, and working with volunteers, would be an advantage.

Why Join Parent Help?

Join a passionate and supportive team making a genuine difference to whānau across Aotearoa. This is an opportunity to be part of meaningful and rewarding work, support our dedicated volunteers and help parents and caregivers access the support they need. You will be welcomed into a kind and collaborative team environment, with opportunities for professional development, learning and growth.

Position Details

• Position: Client Services and Helpline Coordinator
• Location: Lower Hutt
• Employment: Full-time
• Hours: 37.5
• Remuneration: $63,570 per annum
• Start date: 8th December