Job overview
The post holder will provide a comprehensive clerical and reception administrative service, demonstrating a courteous, professional, and sensitive approach at all times prioritising their time, and demonstrate a high degree of flexibility and will;
Main duties of the job
•Maintain records both manually and on computerised systems.
•Handling sensitive and confidential information, i.e. patient /staffing information, or service data etc.
•Deliver a client focussed service promoting good customer service and effective working relationships.
•Provide a clerical and word processing service associated with correspondence, reports, and other similar documentation as directed by the Manager.
•Provide clerical and administrative support during colleagues’ absences due to annual leave and sickness.
Working for our organisation
We believe staff are our best asset and we want you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse or doctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - we have a job for you.
There are also apprenticeships, work placements and volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show that our commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery, with all the benefits of a thriving and cosmopolitan city - look no further.
Detailed job description and main responsibilities
Communication
•Ensure effective communication and good working relationships with a wide range of staff at all levels of the organisation, including the Executive Directors, Senior Managers, officers and external partners/stakeholders, to ensure that processes and systems are in place for all areas of responsibility.
•Provide reception duties, including receiving and greeting visitors in a courteous and professional manner and directing visitors as required.
•Build and maintain strong influential relationships with internal and external stakeholders.
•Utilise excellent communication when liaising directly with external organisations, i.e. Health Boards, Local Authorities, educational providers, Welsh Government, staff, or patients etc. to obtain or process requests for information and develop/maintain working relationships.
•Ensure good customer service by providing a professional and effective service by dealing with queries from service users and staff on the telephone. Take accurate messages and ensure these are passed onto the appropriate person. To seek support, as required, when dealing with difficult situations or queries beyond own scope of knowledge.
•Act with tact and diplomacy and discretion when subject nature is sensitive or contentious. Taking action and provide feedback as appropriate, ensuring that messages are relayed, and action is taken.
•Screening all incoming calls and manage barriers to communication, remaining courteous, polite, and calm when dealing with aggression from members of the public, e.g. in relation to a complaint.
Planning and Design
•Arrange meetings or appointments, typing/distributing minutes as directed by the Manager.
•Manage appointment for patients/staff or schedule meeting room bookings and use of IT/VC equipment in the meeting rooms, including uploading of presentations, etc. as required.
Management, Training & Leadership
•Maintain and improve own knowledge, learning and ability to excel in the role setting an example for others.
•At all times the post holder will act in a professional, respectful, compassionate, and confidential way.
•Take every reasonable opportunity to maintain and improve professional knowledge. Prepare for and take an active part in the PADR process in accordance with the organisation policy. In partnership with reviewer, identify opportunities
to develop own competence/own skills in order to achieve objectives.
•Assist in maintaining own and others safety and security and ensure they are up to date with statutory and mandatory training.
Finance and Budget
•Responsible for monitoring and maintenance of office equipment within department, ensuring it remains in working order. Following policy and processes maintain and order stock as directed using the health boards system and maintain logs/records of equipment within the department, stationery ordering and.
Improvement, Monitoring, Policy/Service Development
•Solve delegated problems logically and make decisions appropriate to the level of the post.
•Ensure that the reception and waiting areas are welcoming, tidy, and well presented at all times and that notice boards are kept up to date.
•Make change in own practice and constructively undertake a role in improving the service as agreed, offering suggestions for improving services.
•Work using initiative and be able to make decisions about the handling of sensitive matters. Use sound judgement to seek advice or alert the Manager to issues.
•Maintain up to date knowledge of new and ongoing NHS initiatives or service developments in area of work. Maintain a good understanding of policy issues and be aware of current developments in and across area of responsibility.
•Ensure own workload is managed effectively to deliver against business priorities in a timely manner.
•Providing timely and accurate work. Respond positively to change in the working environment and to deal effectively with work pressures when they arise. Support others effectively during times of change and work with others to overcome problems if they arise.
•Ensure, as far as is reasonably practicable, that correct procedures are followed for staff, visitors and when applicable, contractors accessing the building including routinely maintaining the visitors book and staff sign in sheets.
Digital and Information
•Maintain records both manually and on computerised systems handling sensitive and confidential information, i.e. staff/patient information or service data Providing and receiving routine information orally, in writing or electronically to inform work.
•Work competently with the organisations IT systems and keeping up to date with the latest software and technological developments.
•Ensuring there are robust systems and processes in place for handling administration and support work and implementing and maintain effective office systems making maximum use of technology.
Research Development. Evaluation & Audit
•Assist with audits as requested
Person specification
Qualifications & Knowledge
Essential criteria
1. 5 GCSEs or equivalent, Grade C or above.
2. Level 2 or equivalent demonstrable experience/knowledge in Business Administration or similar
3. RSA II or equivalent demonstrable experience.
4. Proof of appropriate CPD.
Desirable criteria
5. ECDL or equivalent experience and or qualifications.
6. Customer Service qualification L2
Essential Experience
Essential criteria
7. Experience of working in an administrative/office environment.
Essential Aptitude and abilities
Essential criteria
8. Can demonstrate SBU values: Excellent verbal and written communication skills.
9. Ability to work to meet deadlines.
10. Ability to prioritise.
11. Ability to use Microsoft Office e.g. word/excel and virtual platforms e.g. Teams etc
Desirable criteria
12. Welsh Speaker (Level 1)
Other
Essential criteria
13. Ability to travel within geographical area to meet the business needs.
14. Able to work hours flexibly.
15. Good organisational skills
Swansea Bay University Health Board is committed to supporting its staff and processes to fully embrace the need for bilingualism thereby enhancing service users experience. In our commitment to increase the number of staff able to communicate in Welsh with patients and professionals, we would particularly welcome applications from Welsh speakers.
Equality remains at the centre of the Health Boards policy-making, service delivery and employment practices. We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, gender, sexual orientation, gender identity/reassignment, race, religion, disability, pregnancy and maternity and marriage and civil partnership.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Welsh language skills are desirable