Better Lives Family Service supports families and children being affected by a loved one’s substance misuse.

No one sets out to have a problem with drugs or alcohol but sometimes things can escalate out of control. When this happens, it can have a long-lasting impact on family life and relationships for everyone in the family, especially for children.

We support people to:

• Strengthen relationships
• Improve family life
• Reduce the risk from parental drug or alcohol use
• Make children and young people more resilient

We provide emotional, practical and non-judgemental support from committed staff and treat each family and individual as unique, with their own strengths and needs. 

This is a partnership between North London NHS Foundation Trust and Waythrough Charity.

The role:

This position supports the Better Lives Family Service by assisting with administrative duties and providing essential resources for its activities. The role involves being the first point of contact for callers and visitors, managing referrals, and supporting communication between staff and service users to ensure a high standard of service delivery. The post holder will be expected to work in line with organisational policies, including safeguarding and health and safety.

Tasks may include:

• Assisting with the administrative duties and providing resources for activities within the Better Lives Family Service.
• Welcoming callers to the service and introducing new visitors to the building.
• Processing incoming referrals over the phone or in-person.
• Ensuring calls are dealt with promptly and courteously, transferring calls to the appropriate team members or taking messages.
• Responding to requests for information about Waythrough and our services.
• Liaising with staff and service users to gain feedback about the service to help inform decisions and support offered.
• Adhering to policies related to areas such as safeguarding, information governance, health, and safety.

Skills we would like you to bring to the role:

• Good IT skills
• Good written communication skills
• Attention to detail
• Ability to keep a track of multiple tasks and report back on progress
• Non-judgmental towards people with lived experience
• Confident to contact people by email / phone
• Good time keeping
• Able to work as part of a team, on own initiative and to instruction
• An understanding of Waythrough – information is available on our website
• A genuine interest in being part of the mission and vision of Waythrough
• Ability to maintain professional boundaries, adhere to Waythrough policies and media guidelines, engage in supervision, and complete relevant training

What Volunteers can expect from us:

Volunteering with Waythrough offers people a unique chance to have a significant positive impact on people’s lives. We work both with and within diverse communities across the UK and every day we see people making positive changes to turn their lives around. We also offer:

• Regular supervision and support
• Induction and access to online and face to face training
• To learn and practice new skills within a teamwork setting
• To feel part of a team and the wider Waythrough organisation
• Reasonable travel expenses reimbursed with proof of journey
• Opportunities to progress and experience other areas of Waythrough's work

Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band. 

About Waythrough 

Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England. 

Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers. 

Make a real difference in your community 

Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change. 

What We Offer

We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy:

• Discounts from various schemes

• Training and personal development

• A chance to make a real difference in people’s lives

• Free induction and role-specific training

• Support from experienced staff and regular supervision

• Opportunities to meet new people and develop your confidence

• Reimbursement for travel and agreed expenses

• Valuable experience that can support your personal or career development

Inclusion and accessibility 

Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. 

We have signed up to the Disability Confident Scheme  - all applicants are welcome, and adjustments can be made to enable fair participation.

If you need adjustments or support to apply, please email our recruitment team: [email protected] 

How to apply 

If you’re viewing this advert on an external platform such as Indeed, please click ‘Apply via company website’ to view the full job description and submit your application. 

Please note that while this role has a stated closing date, we reserve the right to close the advert early should we receive a high number of applications.

Closing date: