Job overview
An exciting opportunity has arisen for a motivated and experienced individual to join the Diagnostics Department as a Deputy Administration Team Lead. The post holder will support the day-to-day operational management of the administrative and reception teams within Imaging Services, ensuring the delivery of an efficient, responsive, and high-quality administrative service.
Working closely with the Administration Team Lead and Operational Service Manager, the post holder will supervise administrative staff, coordinate workload distribution, support service performance targets, and contribute to the effective management of patient pathways. The role includes oversight of appointment scheduling, referral management, waiting list monitoring, rota coordination, staff supervision, and maintaining high standards of patient care and customer service.
The successful candidate will play a key role in ensuring local and national waiting time targets are achieved, supporting service improvements, and maintaining effective communication across multidisciplinary teams and partner organisations. The role requires excellent organisational, leadership, communication, and problem-solving skills, alongside experience within an NHS administrative environment.
This is an excellent opportunity for an experienced administrator or team supervisor looking to develop their leadership skills within a busy and dynamic healthcare setting.
Main duties of the job
The Deputy Administration Team Lead will support the operational management of the administrative and reception functions within the Diagnostics Department, ensuring the delivery of an efficient, professional, and patient-focused service.
Key responsibilities will include supervising and supporting administrative staff, coordinating daily workload allocation, managing staff rotas, overseeing referral and appointment booking processes, and ensuring local and national waiting time targets are achieved. The post holder will also support the management of patient pathways, monitor waiting lists and clinic utilisation, and escalate capacity or performance concerns appropriately.
The role involves providing day-to-day leadership to the team, supporting staff training and induction, assisting with recruitment processes, and promoting high standards of customer care and communication. The post holder will work closely with clinicians, operational managers, and multidisciplinary teams to ensure smooth service delivery and effective coordination across the department.
The successful candidate will also be expected to support service improvement initiatives, maintain accurate data quality standards, contribute to performance monitoring, and ensure compliance with Trust policies and procedures. In addition, the post holder will provide operational cover where required to maintain continuity of service within a busy healthcare environment.
Working for our organisation
Whittington Health NHS Trust is an integrated care organisation providing hospital and community services to people living in Islington, Haringey, Barnet, Enfield, and surrounding areas. We are committed to delivering high-quality, safe, and compassionate care whilst continuously improving services for our patients and local communities.
Our mission is to help local people live longer, healthier lives by providing safe, personal, and coordinated care. We are proud of our inclusive and supportive working environment and are committed to promoting equality, diversity, wellbeing, and professional development for all staff.
Joining the Diagnostics Department offers an opportunity to work within a busy and dynamic service that plays a vital role in supporting patient pathways and clinical care. We value teamwork, innovation, professionalism, and excellent patient experience, and we actively support staff development through training opportunities, appraisals, and career progression.
At Whittington Health, our ICARE values are at the centre of everything we do:
• Innovative
• Caring
• Accountable
• Respectful
• Enthusiastic
We are committed to creating a positive working culture where staff feel valued, supported, and empowered to contribute to service improvement and operational excellence.
Detailed job description and main responsibilities
The Deputy Administration Team Lead will provide operational and supervisory support to the administrative and reception teams within the Diagnostics Department, ensuring the delivery of a high-quality, efficient, and patient-centred administrative service.
The post holder will support the day-to-day management of administrative functions including appointment scheduling, referral processing, waiting list management, patient registration, clinic coordination, and call centre activities. They will ensure that all urgent and routine referrals are managed within local and national waiting time targets and that patient pathways are coordinated effectively to support timely access to diagnostic services.
The role will involve supervising administrative staff, temporary staff, and reception teams, including monitoring workloads, coordinating shift rotas, managing daily staffing pressures, and supporting planned and unplanned absence management. The post holder will assist with staff induction, training, recruitment, and ongoing development, promoting effective team working and maintaining high standards of performance and customer care.
The Deputy Administration Team Lead will work closely with the Administration Team Lead and Operational Service Manager to monitor service performance, maintain data quality standards, review waiting list activity, and escalate capacity concerns or target breaches where appropriate. They will contribute to service improvement initiatives, support audits and validation processes, and assist with implementing operational changes to improve efficiency and patient experience.
The post holder will communicate effectively with patients, clinicians, consultants, GP practices, multidisciplinary teams, and external NHS organisations to ensure smooth coordination of services and resolution of operational issues. They will also ensure that all communications are handled professionally, sensitively, and in line with Trust policies relating to confidentiality, data protection, and customer care.
In addition, the post holder will provide operational cover within the department where required to maintain continuity of service, support the management of temporary staffing arrangements, and ensure the department maintains high standards of accuracy, responsiveness, and service delivery at all times.
Person specification
Experience
Essential criteria
1. Experience of working in a busy office environment making appointments, problem solving and working with general public.
2. Proven recruitment experience.
3. Significant experience working in a multidisciplinary team.
Desirable criteria
4. NHS experience.
5. Experience of audit and change management
Qualifications and Training
Essential criteria
6. 5 GCSEs (including Math and English) or equivalent experience.
7. Relevant experience in working in management
Desirable criteria
8. University degree or equivalent
9. Evidence of working in healthcare
Knowledge
Essential criteria
10. Competent in computer skills (e.g., Word, Excel).
11. Knowledge of requirements of confidentiality and the Data Protection Act
12. Ability to deal with situations calmly and confidently.
13. Ability to effectively organise own and others workload with the minimum of supervision.
Desirable criteria
14. Ability to use the Electronic Record (EPR) or equivalent systems
15. Any knowledge of CT, MRI, Ultrasound, XRay and Phlebotomy.
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
16. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
17. Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
18. Ensure you are familiar and comply with local protocols and systems for information sharing.
19. Know the appropriate contact numbers and required reporting lines.
20. Participate in required training and supervision.
21. Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.