The Flexi-Bank is a collaborative staff bank hosted by Royal Surrey NHS Foundation Trust in partnership with Surrey and Borders Partnership NHS Foundation Trust, offering greater choice, flexibility and access to a wider range of opportunities across both organisations.
Why join the Flexi-Bank?
Work flexibly – choose shifts that suit your lifestyle and availability
Access more opportunities – pick up shifts across mental health, community and acute care settings
Get paid fairly and on time – competitive rates and fast access to earnings through Stream
Stay supported – benefit from training, development and guidance from our dedicated Temporary Staffing Team
Be part of something bigger – join a growing collaborative of NHS Trusts across Surrey
Surrey and borders is looking for someone who will provide professional, efficient and responsive administrative support within our multi‑disciplinary service and with internal and external stakeholders.
Location: i‑access Business Support Team, Laurel House, Farnham Road Hospital, Guildford
Working Pattern: Monday to Wednesday from 9:00 AM to 5:00 PM
Main duties of the job
Manage referral, appointment, and discharge processes using electronic calendar and tracking systems to meet performance standards and commissioned targets.
Act as the first point of contact, delivering a professional and confidential front‑line service to service users, carers, professionals and partner organisations.
Oversee team email inboxes and social media communication channels, ensuring timely responses within agreed timescales.
Maintain accurate data entry and reporting, including use of SystmOne and submission of statutory and performance reports.
Provide comprehensive administrative support to meetings, projects and service delivery plans.
Deliver high‑quality customer service while maintaining confidentiality and data integrity.
Supervise, train and support junior administrative staff.
Produce accurate correspondence and documentation in line with organisational standards.
Job responsibilities
Service Coordination and Administration
Operate and manage referral, appointment and discharge systems using electronic scheduling and tracking tools to ensure compliance with processing standards and commissioned targets.
Maintain and monitor electronic calendars to optimise workflow and service efficiency.
Manage incoming and outgoing communications via telephone, email and social media platforms, ensuring appropriate prioritisation and timely responses.
Operate an efficient telephone messaging system, exercising sound judgement when handling sensitive or urgent information.
Front‑Line Support and Communication
Serve as the primary contact for service users, carers, healthcare professionals and third‑party organisations.
Demonstrate professionalism, tact, diplomacy and confidentiality in all interactions.
Ensure that service user feedback is gathered, reviewed and used to inform continuous service improvement initiatives.
Meeting and Project Support
Provide full administrative support for multi‑disciplinary, safeguarding and other service‑related meetings.
Arrange venues, prepare agendas and produce accurate and comprehensive minutes.
Track and follow up on actions arising from meetings to ensure completion.
Support project leads with administrative and coordination tasks across service delivery workstreams to help achieve commissioned targets.
Data Management and Reporting
Accurately input and maintain data on SystmOne Electronic Patient Record system, ensuring high standards of data quality and compliance.
Conduct regular quality control audits to maintain the accuracy, integrity and timeliness of both paper and electronic records.
Collate and submit monthly reports to NDTMS and complete statistical returns and other required reports with a high level of accuracy.
Documentation and Correspondence
Draft non‑clinical letters and type clinical and administrative documents in agreed formats within specified timescales.
Ensure all documentation is professionally presented, accurate and handled in accordance with confidentiality policies.
Leadership and Supervision
Train, coordinate and supervise junior administrative staff.
Provide guidance, monitor performance and act as a role model in maintaining professional standards and integrity.
Person Specification – Qualifications
* NVQ Level 4 in Business Administration or equivalent experience (3 years)
* Knowledge of a full range of secretarial procedures and software programmes through RSA3/NVQ3 in typewriting or equivalent demonstrable competence.
Experience
* Minimum of 3 years working in an administrative role; ideally patient/customer facing
* Proficiency in using Microsoft Office packages including Word, Outlook, PowerPoint and Excel
* Experience of taking and transcribing accurate minutes
* Experience of supervising administrative staff and managing your own and others' workload
* Experience of developing and maintaining effective and efficient administrative and secretarial processes e.g. electronic filing systems, tracking systems, reports, diary management
* Experience of working in the NHS or Healthcare sector
* Experience of working with people with Mental Health and/or Substance Misuse issues
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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