Detailed job description
and main responsibilities
General Duties
1. Provide a face-to-face counter presence during advertised opening hours to ensure a consistent and reliable service for staff, contractors, patients and visitors.
2. Monitor the dedicated travel phone line and mailbox and respond to queries in a professional and timely manner.
3. Provide personalised travel planning advice to staff, patients & visitors, using online resources and local knowledge to tailor the options to meet the customers needs.
4. Promote the various travel & transport initiatives and schemes at UHD to encourage behaviour change and nudges towards sustainable travel options.
5. Co-ordinate events and activities to raise awareness of sustainable transport modes and initiatives being offered at UHD.
6. Perform administrative duties relating to transport schemes, to include facilitating bookings, monitoring uptake, keeping records, auditing processes, collating data and reporting trends.
7. To be an operational point of contact between UHD and external service providers
8. Work with the communications team to create, maintain and update content on the intranet and external websites to ensure information is easy to find, correct and relevant to the audience.
9. Manage stock levels and handle payments for the sale of promotional items including travel passes, D’Locks and bicycle lights.
10. To have a good knowledge and understanding of travel and transport modes and offers locally
11. To have a good knowledge of sustainability issues and wider environmental concerns which may relate to the role
Communication and Working Relationship Skills
12. Able to communicate with a wide range of customers and effectively tailor communication styles to suit the situation.
13. To be able to communicate with sensitivity and empathy with patients and visitors who may be facing difficult and emotional circumstances.
14. Able to apply discretion and tact, to situations whilst maintaining confidentiality and data privacy at all times.
15. Maintain positive relationships with colleagues from across the trust to meet demands of the role and find appropriate solutions to issues through collaborative working.
16. Liaise with external suppliers to support day to day activities and maintain effective working relationships.
·To escalate complaints or queries which require senior response to the Travel & Transport Supervisor or Manager.
Analytical and Judgemental Skills
17. To complete data entry administrative duties and maintain KPI spreadsheets on transport initiatives.
18. Able to analyse operational data to identify trends or highlight areas of concern.
19. Able to create reports and present data to a suitable level using microsoft packages (including word, excel and powerpoint).
20. To support the wider Sustainability Green Plan by recording and analysing travel emission data.
Planning and Organisational Skills
21. Able to effectively plan and manage own workload.
22. Work with the wider Travel & Transport team to share tasks and effectively manage duties between all staff.
23. To manage periods of annual leave alongside the rest of the team to ensure continuity and resilience of service.
24. Prioritise work efficiently and effectively, ensuring consistent service provision within the parameters of a busy department and a demanding workload.
Responsibility for Patient/Client Care, Treatment and Therapy
25. Provide advice to patients and visitors regarding transport and parking options at the site. Support patients and visitors with obtaining concessionary parking arrangements.
26. Liaise with a high volume of patients/visitors often under emotionally difficult circumstances and work with them to achieve positive outcomes.
Responsibility for Policy / Service Development
27. Undertake audits and surveys as necessary in relation to site operations.
28. May be required to provide input/comment on the development of work processes and projects relative to area of work.
29. Follows Trust and local policies and Procedures as necessary to own work.
30. To be proactive in highlighting areas for improvement or identifying where resources can be saved by streamlining and/or changing processes and policies.
Responsibility for Finance, Equipment and Other Resources
31. Responsible for ordering and maintaining stock levels of active travel items and equipment.
32. Processing of payments for active travel items using the internal card machine.
33. Managing an asset register for keys issued out for bike storage areas and lockers. Key management processes may include signing keys in/out, auditing usage, re-ordering lost keys, processing deposit payments and refunds.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
34. Support with on-the-job training of any new team members as required. Usually carried out through shadowing
Responsibility for Information Resources and Administrative Duties
35. To ensure accuracy in the inputting of information and data
36. Responsible for the correct disposal of online and physical materials of a confidential nature.
37. Ensures all paperwork in filed correctly and can be accessed as required.
38. Maintain effective and professional communication with both staff and managers at all levels.
39. Ensuring all work and conversations adhere to trust policy and GDPR.
Responsibility for Research and Development
40. Produce reports from various databases for managers.
41. Undertake audits and compile information relating to statistics and data gathered.
42. To review data and identify trends or patterns which can be used to proactively respond to behaviour change initiatives.
Freedom to Act
43. Making administrative decisions in the absence of the supervisor.
44. Working on own initiative.
45. To work autonomously within the team and work flexibly to meet the needs of the service.
Mental, Physical, and Emotional Effort
46. The post holder can be put under emotional pressure dealing with patients and their families who find themselves going through a challenging time.
47. The post holder may be required to explain policy decisions to staff who are dissatisfied with these, including parking permit allocation.
48. This role requires continual use of computer visual display unit (VDU) to and carry out day to day processes, requiring prolonged periods of concentration and being seated.
49. Working on own initiative, ensuring excellent communication is maintained with internal operational colleagues, management, wider trust staff, members of the public, external contractors and scheme partners from outside organisations.
50. Required to work to deadlines.
Any Other Specific Tasks Required
Being in a front of house role, there may be enquiries at the desk which relate to general hospital information or wayfinding. Whilst each site will have a dedicated reception team to answer these, a good overall knowledge of the site will be expected to be maintained.
Person specification
Skills
Essential criteria
51. •Excellent verbal and written communication skills
52. •Able to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks
53. •Good keyboard skills requiring high percentage of accuracy
54. •Able to use a range of IT programmes to a high standard including Microsoft packages
55. •Able to learn new internal software systems quickly with training
56. •Willingness to undertake training to improve skill base or adapt to changing circumstances
Knowledge
Essential criteria
57. •Knowledge of travel plans and their importance within an organisational environment
58. •Knowledge of local transport offers
Desirable criteria
59. •Knowledge of sustainability and environmental concerns relating to transport activities
Qualifications
Essential criteria
60. •NVQ Level 3 in Customer Service / Management of Administration or equivalent knowledge base
61. •Good General Education to GCSE level or equivalent proven experience in a similar role
Experience
Essential criteria
62. •Experience of assisting customers with travel & transport related arrangements.
63. •Experience of working in a customer facing role in a busy environment.
64. •Experience of leading on or supporting behaviour change initiatives
65. •Experience of clerical duties in office/administration environment or customer service
66. •Experience of working under pressure
67. •Experience of updating and maintaining a departmental database, ensuring information is accurate and up to date.
68. •Experience of producing reports from databases
Desirable criteria
69. •Previous large organisational experience
70. •Previous NHS administration experience
71. •Experience of supporting events aimed at promoting schemes and initiatives to staff
72. •Prior cash handling experience
Personal Attributes
Essential criteria
73. •Ability to exercise own initiative and act independently when dealing with enquiries/or disputes
74. •Ability to work flexibly and under pressure
75. •Ability to priorities workload, and plan and organise own time effectively
76. •Confidence in working with members of the public/patients and staff often in challenging circumstances
77. •Ability to deal with distressing situations in a calm and helpful manner.
78. •Able to follow instructions and carry out tasks to policy
79. •Good interpersonal and communication skills, able to build strong relationships with colleagues at all levels
80. •Open and responsive to change
81. •Ability to work as part of a busy team
82. •Approachable, tactful and diplomatic
83. •Positive and enthusiastic approach to duties, always willing to go the extra mile for patients
84. •Able to influence others by being passionate and knowledgeable of topics relating to sustainable transport
Desirable criteria
85. •Interest in working in the healthcare sector/NHS environment
Language
Essential criteria
86. Able to speak English as necessary to undertake the role in both written and verbal communication