JOB SUMMARY Service user contact referred to in this Job description will only apply when working within a clinical area. The post-holder will: under the supervison/direction of the Line Manager/Administrative Supervisor, within a delegated framework for agreed tasks and seeking support as and when necessary, provide a comprehensive, confidential, Secreterial/administrative service to clinical/support services, in an efficient and confidential manner. provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times. demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service. may work within clinical environments where conflict resolution may be required. act as principal point of contact for users of the service eg,individuals from within/outside the Trust, service users and members of the public etc. work flexibly to meet the needs of the service. develop and maintain good working relationships by being, flexible, adaptable, polite, positive and empathetic, communicating effectively and informatively. work with sensitivity and have a good understanding of the service provision and issues experienced by its users. prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of postholders level of competency or authority to the Line Manager. work within well-established departmental/Trust policies, procedures, protocols, guidelines and established service delivery plans at all times. use effective verbal/written communication at all times, incorporating tact, empathy, consideration, courtesy and confidentiality. Adapt style of communication to respond to others user communication difficulties. ensure the service experienced is positive and service user confidentiality is maintained at all times. Treat users of the service, colleagues etc, with respect, dignity, courtesy and in accordance with the Trusts Values. For full details of the role please see the supporting documents attached.