Job overview The Wiltshire Talking Therapies service offers psychological therapy and support to residents of Wiltshire who may be experiencing common mental health conditions such as depression, anxiety and phobias etc. We are looking to recruit an enthusiastic and organised Lead Administrator who is: Proactive, and able to manage competing priorities Experienced in administration support, ideally in a healthcare environment Confident in supporting and supervising staff and managing workloads Skilled in communication, with the ability to handle sensitive situations Able to work independently and use initiative Competent in Microsoft Office (Word, Excel, Teams) and patient data systems Able to work flexibly and have excellent strategies for managing what can sometimes be a pressured environment. The postholder will line manage the admin team carrying out supervisions, appraisals and providing support and guidance alongside being one of the central points of contact for general admin queries relating to the team. If you feel that you would thrive in this fast-paced environment, enjoy challenging yourself, and are willing to learn and develop, then we can offer you a dynamic and supportive place in which to work. Main duties of the job The post holder will: Provide comprehensive administrative support for staff working within the multi disciplinary Talking Therapies team Lead and line manage a team of Clinical Services Administrators, including supervision, appraisal, and daily workload allocation Manage patient appointments and practitioner diaries, embracing new technology to support with this. Organise and support meetings, including preparation of agendas and taking minutes Ensure accurate input, maintenance, and management of patient data on electronic systems (iaptus) Produce, analyse, and present performance reports, KPIs, and service data Act as a key point of contact for patients, staff, and external stakeholders, managing enquiries effectively Support office systems, processes, and service improvements to ensure efficient service delivery Prioritise workload and respond flexibly to changing service demand Working for our organisation We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust): a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care. We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset. Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care. At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger. Detailed job description and main responsibilities The Lead Administrator will: Liaise with a wide range of internal and external stakeholders including clinical teams, service users, carers, and partner agencies Manage communication, including responding to sensitive enquiries with professionalism and empathy Exercise judgement in resolving administrative challenges such as conflicting appointments and priorities Develop and maintain effective office systems, filing, and tracking processes Monitor deadlines and ensure timely completion of administrative tasks Support performance management through data collection, reporting, and analysis Provide day-to-day leadership and support to administrative staff, promoting high standards and team working Manage rotas, leave, and workload distribution within the team Handle confidential information in line with Trust policies and data protection legislation Support with issues relating to health & safety and estates / room management. See Job Description for full details Person specification Qualifications Essential criteria NVQ 3 in Team Leader/Supervisor or similar relevant qualification or Equivalent competence acquired by experience and willingness to undertake NVQ 3 Team Leader/Supervisor qualification under the Trust Apprenticeship Scheme Experience Essential criteria Knowledge of the full range of routine and non-routine admin and secretarial procedures Excellent computer and IT skills inc. Word, Excel and Teams Experience of solving problems within a fast paced admin environment Experience handling high volumes of referrals or enquiries by telephone and online Experience of taking minutes at meetings Desirable criteria Administration experience in a health/social care setting Experience of using a patient database Experience carrying out audits and identifying resulting actions Experience of supervising admin staff Skills Essential criteria Excellent communications skills, both verbal and written Ability to prioritise and work to conflicting demands Ability to supervise and support a team of Administrators Desirable criteria Empathy for individuals who are experiencing mental health difficulties We are proud to be fostering a diverse workforce that reflects our communities. A key commitment to this is improving staff representation from Black, Asian and Minority Ethnic communities, those from the LGBTQ communities, people with 'lived-experience' of mental health conditions and people living with disabilities,- we are a 'Disability Confident Employer' offering a guaranteed interview to Disabled applicants who meet the essential criteria. This includes people with a variety of disabilities and neurodivergent conditions (for example autism, ADHD, sensory, physical and learning disabilities). We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service users. Click here to view our