Job overview We are looking for a motivated and enthusiastic person to join our South Wiltshire Primary Care Team in Salisbury. We are a busy team with constant changes and demand and are looking to appoint a forward thinking, flexible, resilient and resourceful individual with experience and/or an interest in working with service users accessing mental health services. The successful applicant will have proven administration skills, a warm, friendly telephone manner and face to face interaction, good experience of generating letters and taking minutes (training is available) also experience of working in a busy office with lots of demands and enjoy being a team player. Experience of handling difficult/challenging conversations would be an advantage for this role. The post holder will work closely with the other administrators and report to the Lead Admin, and also support the clinical team to ensure the service meets service user outcomes, its key performance indicators. The services operates from 08:30-18:00 Monday to Friday. This is a fixed term contract for 12 months, working part time - 22.5 hours worked on a Monday/Thursday and Friday. Main duties of the job This role will include managing the referrals coming in to the team, providing comprehensive administration and secretarial support and involves duties such as receiving initial enquiries and directing telephone calls from professional people as well as from service users who often call when very upset, needing someone who can understand their need and forward their call quickly and effectively. There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel. The post holder will be able to work to high standards and will be required to take personal details from people and upload onto the electronic patient record system (Rio). The post holder will need to meet deadlines, collate data and maintain standards relating to administrative processes. They will need to be able to work within a team effectively and share work streams where appropriate but also feel confident to use their own initiative. The post holder will be key in maintaining diaries and arranging meetings, taking formal minutes and keeping appropriate records on the most up to date templates. 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. Right to Work in the UK This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the legal right to work in the UK at the time of application, as the organisation is unable to support sponsorship for this post. Detailed job description and main responsibilities Liaise with a wide range of stakeholders, both internal to the organisation and external. Providing Secretarial support to named Medical Staff/management team. Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement. The arranging and negotiation of various meetings including those with other agency involvement. Negotiating diary conflicts and competing priorities as appropriate. Exchange verbal and written information with patients, staff and carers relating to appointments, admissions and meetings etc. Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information. The provision of and updating of patient notes, collation of information for transfer of care etc. Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective. Facilitating the administration processes for the Team meeting. To manage both telephone and face to face contacts with distressed service users in a supportive and empathetic manner. Exercise judgement when dealing with patient enquiries, analyse and resolve non-clinical patient problems including resolving conflicting diary appointments or schedules, clinics, meetings, tribunals etc. Escalating issues to the Lead Clinical Services Administrator as appropriate. Arrange meetings and appointments for members of the team including the scheduling of: Consultant Clinic Appointments Tribunals Room Bookings Other bookings as required Arranging and rearranging as appropriate clinics, appointments etc. Type patient reports/correspondence/e-mails as required, deal with telephone/face to face enquiries from patients. Input accurate and up to date patient data onto the Rio system. Produce confidential correspondence and reports on a frequent basis. Supporting the Team/Service Manager with the Administration of meeting, RCA's, investigations etc. Maintain efficient and effective electronic filing system/, Internet, Intranet, patient records to access and extract information as needed. Take and distribute formal minutes as necessary. Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met. Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately. Assist patients during incidental contact, to provide non-clinical advice or information to patients/relatives or carers. Person specification Experience Essential criteria Admin experience/relevant qualifications Evidence of note taking Team working Prioritisation/meeting deadlines Handling difficult conversations/interactions Evidence of use of several IT packages Variety of communication skills Desirable criteria NHS admin experience Having an understanding of MH illnesses 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