Job overview
The Telecoms facet of General Administration is based in a busy and fast paced environment where internal and external calls to East Lancashire Hospitals Trust are managed to ensure an effective service is given to all callers. As well as dealing with internal and external calls, the role includes calls to emergency teams based across the Trust and external emergency services. The work involves contacting out of hours or on-call staff with requests to attend patients or to deal with hospital related issues. Duties will include participating in other general administrative work streams within the General Administration Service.
Main duties of the job
We are looking for an enthusiastic, motivated person who is prepared to work to a shift pattern that includes bank holidays, evenings, nights and weekends. Lone working is an integral part of the job and at times will include working overnight from 9pm to 8am.
The ability to demonstrate flexibility is of high importance as the post-holder may be asked to change shift or provide cover at short notice to meet the needs of the department.
An ability to communicate effectively with other team members, service users, internal departments and outside agencies is essential to ensure that all enquiries and urgent matters are dealt with politely, efficiently and in accordance with the Data Protection Act.
Previous telephone experience is essential as is the ability to work both in a team and unsupervised. Knowledge of Windows based applications is essential for this post.
Working for our organisation
The team is made up of professional, conscientious, caring and reliable staff.
Weekend, bank holiday, unsociable and night allowances are extra to the basic salary.
The service prides itself on its high standard of customer service and full training in all aspects of the job will be given.
Please note, although this role is being advertised by East Lancashire Hospitals Trust, it will transfer to OneLSC a Corporate Collaboration hosted by East Lancashire Hospitals Trust on 1.11.24. There are no plans to change the location of the role.
Detailed job description and main responsibilities
The post holder will be responsible for providing confidential, accurate and efficient clerical and administrative support under the supervision of the Assistant to the Deputy General Administration Manager.
* Support all services allied to Telecommunication requirements
* Maintain the confidentiality of the working environment
* Maintain systems that assist and support service users in the performance of their duties
* Ability to work flexibly with other admin colleagues to ensure that workload pressures and absences due to annual leave and sickness are dealt with appropriately by using available resources
* Assist in the implementation of any database in use including inputting and extracting data in line with departmental/Trust/national procedures
* Maintain filing systems as agreed with the line manager and in line with Trust policies
* Assist in providing full clerical/secretarial support including typing of letters, memos, note taking and other routine correspondence, which involves working to tight timescales and deadlines. Taking and making telephone calls, dealing with enquiries, photocopying and filing
* The post holder will be guided by the Assistant to the Deputy General Administration Manager but is expected to have a degree of autonomy working to SOPs and LOPs and agreed good practice
* Updating training records
* Deal with routine correspondence from both internal and external sources
* Receive and action tasks from the administration mailbox
* Any other duties which may be required by the manager appropriate to the band
* Working with colleagues in the team on the development of current and new services and other initiatives
* To meet the needs of the organisation you may also be required to provide cover in other areas following appropriate discussion
* Communicate effectively with other team members and service users
* Liaise with internal departments, outside agencies, ensuring that all enquiries are dealt with effectively
* Communicate and liaise with other internal Trust departments and individuals through a range of interpersonal and IT media
* Participate in regular team updates e.g. team brief, team engagement sessions and regular 121 meetings
* Provide cover for colleagues during their absence.
Person specification
Qualifications
Essential criteria
* GCSE English and Maths, grade C or above or grade 9-4 or equivalent qualification in English and Maths.
* NVQ 2 or equivalent qualification/experience
Desirable criteria
* ECDL or equivalent qualification
Experience
Essential criteria
* Customer care experience
* Significant administration experience
* Basic computer experience
Desirable criteria
* Previous NHS admin/office experience
* Significant experience in note-taking
* Experience in dealing with confidential information
Knowledge and Skills
Essential criteria
* Experience of Microsoft Office packages
* Good typing skills
* Communication skills
* Liaison skills
* Organisational skills
* Prioritise work loads
Personal Attributes
Essential criteria
* Flexible
* Team worker
* Adapt to change
* Clear verbal communications
* Professional approach to work, in attitude, work ethic and dress code
* Self disciplined and motivated