Mediation Service Administrator & Support Officer SPWS

Job summary

Are you enthusiastic, dedicated, and hardworking with excellent administration skills and an ability to thrive in a fast-paced environment? Do you care about supporting positive communication and conflict resolution, and would you like to be part of a service to help staff resolve workplace issues?

We are seeking a compassionate, organised and highly motivated Mediation Service Administrator to play a pivotal role in the UCLH Staff Psychology & Welfare Service (SPWS) team. We seek a person who is aiming to pursue a career in Administration or Organisational Development and who is interested in mediation and conflict resolution work.

Main duties of the job

The main responsibilities of the post include:

1. Book and log mediations, conflict coaching sessions and team interventions and workshops.
2. Liaise with referrers and parties, updating relevant systems, booking rooms, sending reminders and mediation information.
3. Allocate co-mediators for sessions and track their progress, checking for conflicts of interest as soon as mediators are booked to ensure time to find an alternative co-mediator if necessary.
4. Collect and collate service feedback and evaluation data.
5. Assist with admin relating to mediator CPD and supervision sessions e.g. photocopying, tech support, checking and updating attendance records, attending sessions if requested.
6. Book and record activity relating to communication skills workshops.
7. Update project tracker with information on conflict resolution and restorative projects.
8. Provide clients with necessary documentation (confidentiality agreements, mediation information, questionnaires) and log this on relevant systems.
9. Organise and plan for meetings and provide administrative support as required.
10. Ensure that all projects are accurately documented in a systematic way.
11. Ensure that procedures on the system are followed at all times and that all changes or additions are recorded quickly and accurately.
12. Carry out Mediation Service administration duties i.e. photocopying and filing, answering emails / telephone etc. as required.
13. Actively participate in team / departmental meetings.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world-class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Date posted: 17 April 2025

Pay scheme: Agenda for change

Band: Band 4

Salary: £31,944 to £34,937 a year Per annum inclusive of HCAS pro rata

Contract: Fixed term

Duration: 11 months

Working pattern: Part-time

Reference number: 309-UCLH-6164

Job locations: UCLH OH & Wellbeing Department, John Astor House, 3 Foley Street, London, W1W 6DN

Job description Job responsibilities

The post-holder will join a friendly and diverse multi-disciplinary team of clinical and counselling psychologists, psychotherapists, counsellors, conflict coaches and mediators. This is an exciting and critically important time to work in this area, helping to support our diverse hospital workforce to cope with the impact of the pandemic as well as the ongoing nature of healthcare work in acute hospital settings.

Our award-winning Mediation team has expanded in response to the NHS People Plan and Staff Survey results to incorporate more informal resolution pathways for hospital staff. Our aim is to provide increased mediation, conflict coaching and conflict resolution interventions in a proactive and timely way to enable staff to manage emerging relational difficulties quickly and reduce pressure on workforce teams; helping our staff thrive at work. The postholder will provide administrative support including communicating with staff who are in conflict situations regarding their appointments.

The SPWS team is a well-established and respected service. We are a friendly team that works closely together to meet the support needs of our colleagues in the Trust, their teams and the organisation as a whole. The team has grown significantly to meet these needs and we continue to welcome new members to our service. This post would suit someone with a wide range of skills who has experience of undertaking this work in the NHS or large organisations or who is keen to build on their Administration skills in a different environment. The successful candidate will be well supported but expected to work proactively, autonomously with a diverse population of staff from all areas of the Trust. The role has some flexibility for hybrid working.

We welcome those from administration, project management, and psychology backgrounds to apply for the post.

SPWS offers prompt access to highly specialist assessment and a range of evidence-based psychological interventions for staff. It is also part of the wider recovery programme and long-term health and wellbeing agenda at UCLH. We work closely with our workforce colleagues in Staff Experience, Learning & Development and alongside our Staff Networks to encourage long-term and sustainable cultural change within the organisation. Our team aims to represent the diverse workforce we support and is dedicated to promoting equity and embracing inclusion as core values. We aim to reduce stigma, increase engagement in self-care and organisational support to help our staff thrive at work and in their personal lives.

The post-holder will be joining a large supportive service with good levels of supervision and a personal development programme to help achieve further relevant training targets. The post-holder will support the service and Mediation Coordinator to allocate client and training sessions and mediators, respond to queries and evaluate and audit the mediation service.

This role requires the post-holder to be confident to work independently within their own team as well as closely with multi-disciplinary teams, HR, ER and managers across the Trust. The right person will be organised, self-motivated, self-aware and show a commitment to working with the staff and services that provide support to our staff members.

The successful candidate will hold a university degree in a subject enabling the post-holder to demonstrate psychological mindedness: for example, a degree in psychology, health or social sciences. Training in some form of coaching, communication or mediation is not essential but would benefit the role. Training and support in relevant areas will be provided.

For further details and enquiries / informal discussions please contact Jennifer Owen at jennifer.owen17@nhs.net.

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff.

UCLH has been rated the top trust to work at in England for the second year running!

*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?