Job Description

The service is open 08.00 – 22.00, 7 days per week including bank holidays. The post holder will be required to work Monday to Friday from 8-4pm / 9-5pm including some of the bank holidays.
The main principle of the role is to ensure the provision of a professional and competent service, offering an excellent customer care to patients, their families, and healthcare professionals. You will be leading and supervising a team of call handlers and referral coordinators for our front of house and take operational responsibility for them and their allocation of work.

• Supervise a team of administrative staff including undertaking appraisals, supervision, training and development of band 3 and band 2 staff.
• Provide information and support to managers on the performance and conduct of members of staff and support with all informal and formal processes.
• Allocate and supervise administration tasks delegated to other members of the administration team.
• Maintain annual leave records for the team, liaising with Line Manager and other managers to ensure appropriate and continuing cover.
• Be responsible for organizing and controlling own and others workload ensuring deadlines are observed and duties performed efficiently.
• Work with Line Manager to lead on the introduction and proactive management of any new processes and initiatives.
• Deputies for the Line Manager when directed and required.
• To be responsible for dealing with telephone enquiries and other communications with a high degree of tact, diplomacy and confidentiality.
• Arrange and attend meetings, including booking venues and hospitality if appropriate. To prepare and produce an agenda, collate and distribute all necessary information and documentation, take minutes and action notes as required. Ensure all minutes are issued in a timely manner and ensure agreed actions are appropriately recorded.
• Provide cover as directed by Line Manager for other members of the team in their absence and assist with their workloads as necessary.
• Ensure confidentiality is maintained at all times and sharing of information is done in accordance with Trust policies and procedures.
• Monitor and maintain stocks of stationery and resources, acting as authorized requisitioned to ensure that stocks are replenished.
• Work with the Management Team in the development and implementation of Standard Operating Procedures and Work Manuals.
• Assist in the effective use and maintenance of the office environment and clinical room space in the base, and leading on the introduction of, and working with, systems to manage this effectively.
• Support communication with colleagues and users of the service through negotiation, influencing, listening and understanding, to ensure effective joint working.
• Be aware of the Trust’s Incident reporting systems in line with the Health and Safety and Risk policy requirements.
• Support managers and clinical staff with all aspects of the recruitment of clinical staff in-line with the processes and policies and to ensure that newly appointed staff undergo their local Trust induction.

Required Knowledge, Skills, and Abilities