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About the Role
The Service User Representative will support the Liaison & Diversion service by bringing the voice and perspective of people with lived experience into service development, recruitment, and decision-making. The role will help ensure that services remain person-centred, responsive, and informed by the experiences of those who use them.
Responsibilities
- Participate in staff recruitment activities, including contributing to interview panels where appropriate.
- Attend team meetings and provide a service user perspective on planned developments, policies, and service improvements.
- Support the review and development of service materials, communications, and resources.
- Contribute to discussions about service delivery and quality improvement initiatives.
- Help gather, review, and interpret feedback from people accessing the service.
- Share lived experience and insights to inform decision-making and improve outcomes for service users.
- Promote meaningful service user involvement and co-production across the service.
- Maintain confidentiality and professional boundaries in all aspects of the role.
- Attend training, supervision, and support sessions as required.
- Attend agreed meetings, training sessions and engagement opportunities as required.
- Be reliable, flexible, and happy to pitch in where needed to support the team and service delivery.
Requirements
- Experience of accessing services similar to those provided by Waythrough.
- An interest in improving services for others.
- Ability to communicate thoughts and views confidently and respectfully.
- Willingness to listen to different perspectives and work collaboratively.
- Reliable and able to commit to agreed activities.
- Organised and reliable, with good time‑keeping
- Ability to follow instructions and work on own initiative when appropriate
- Clear understanding of confidentiality and professional boundaries
- Alignment with organisational values of kindness, courage and respect
- 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 confidentiality, professional boundaries, adhere to Waythrough policies and media guidelines, engage in supervision, and complete relevant training.
Skills
- Friendly, approachable and non‑judgemental attitude
- Good communication and listening skills
- Basic IT confidence (e.g. using email, online systems, Microsoft tools)
Location
- Hybrid - Remote and at Waythrough’s Head Office in London
Work Type
- Hybrid
- Remote
- Part-time
Benefits
- 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
About the Company
- Waythrough provides specialist support across mental health, alcohol, drugs and related areas.
- We delivery high-quality, evidence-based services designed around the real needs of the people we serve.
- Every year, we support around 125,000 people through over 250 services - and it's all made possible by our 3,500 brilliant staff and volunteers.
- 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.
Equal Opportunity
- 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.