Band 3 Team Administrator - Bath

Avon & Wiltshire Mental Health Partnership NHS Trust; Bath; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading healthcare institution is seeking a dedicated individual to provide administration and secretarial support to their PALS and Complaints team. The ideal candidate will excel in customer service, possess strong organizational skills, and be proficient in Microsoft Office. Responsibilities include liaising with stakeholders, maintaining records, and managing communication within the team.

Qualifications

• Highly motivated and flexible.
• Excellent working knowledge of Microsoft Office.
• Ability to meet deadlines and manage workload effectively.

Responsibilities

• Provide support to the PALS and Complaints team.
• Liaise with a wide range of stakeholders effectively.
• Maintain and update PALS and complaints records.

Skills

Excellent customer service

Organisational skills

Verbal communication

Written communication

Microsoft Office proficiency

Job description

Job overview

To provide comprehensive administration and secretarial support to the PALS and Complaints team. This will include being a point of contact for the team such as receiving initial enquiries and telephone calls from patients, carers, staff and members of the public.

The successful candidate will be committed to providing excellent customer service, employing sensitivity and impartiality to their work.

The team are looking for someone who is highly motivated, flexible and with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel and have excellent levels of verbal and written English.

They will need to meet deadlines, collate data and maintain standards relating to administrative processes and be able to work within a team effectively, sharing work streams where appropriate. They will be key in keeping appropriate records on the most up to date templates / systems, electronic filing, sending messages and mail, managing post, booking meetings and taking minutes. They will be able to organise their own work and be accountable for their decisions whilst seeking support as needed.

Main duties of the job

• Liaise with a wide range of stakeholders, both internal to the organisation and external.
• 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.
• Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information and information that can cover potentially distressing matters.
• The provision of and updating of PALS and complaints records, collation of information for ongoing cases on Trust electronic systems.
• Exercise judgement when dealing with patient enquiries, escalating issues to the PALS and Complaints Officers and Senior PALS and Complaints Lead as appropriate.
• Supporting the induction of new staff members as required.
• Produce confidential correspondence and reports.
• Maintain efficient and effective electronic filing system and extract information as needed.
• Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
• Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.