Operational Admin Team Lead

NHS; Great Yarmouth; On-site; GBP 30,000 - 40,000; Full time

Job summary

A health service provider in Great Yarmouth is seeking an individual to assist in managing administration staff across various teams. The role requires excellent IT skills and the ability to handle challenging situations. Responsibilities include staff management, KPI monitoring, and supporting non-clinical teams. Flexible working and various employee benefits are offered. Comprehensive training will be provided for successful candidates.

Benefits

Access to NHS Pension scheme

Flexible working

Health and wellbeing discounts

Qualifications

• Knowledge of data protection and confidentiality is essential.
• Previous experience of dealing with patients in the NHS is important.
• Experience of conflict management will be required.

Responsibilities

• Manage admin staff within designated hub on a day to day basis.
• Support Non Clinical Services Operational Leads and service leads.
• Monitor dashboards to ensure that KPIs are met.

Skills

Excellent IT Skills

Problem solving

Organisational skills

Excellent written and verbal communication skills

Education

NVQ level 3 or equivalent

Educated to GCSE or equivalent level

Tools

Microsoft Word

Microsoft Excel

Job description

We are looking for an enthusiastic individual with a personal desire to succeed and make a difference to assist our Non Clinical Services Operational Lead to manage administration staff across back office and reception teams on a day to day basis, ensuring duties are covered as required. The post is based at Yare House, Great Yarmouth, NR31 0LT.

We can offer a range of employee benefits including Salary / sick pay in line with Agenda for change, access to NHS Pension scheme or workplace pension scheme, flexible working , access to discounts exclusive to NHS staff, a range of health and wellbeing discounts and the option to become a shareholder.

The work is challenging, interesting and hugely varied and the ideal candidate will have a strong team work ethic and sense of accountability, accompanied by the ability to work well under pressure and manage multiple tasks simultaneously

Experience of effective team management, including dealing with conflict is essential and forms an integral part of this role. Experience of supporting clinical teams from an administrative perspective is desirable, however, comprehensive training will be provided.

Please note: Under current UK immigration rules, this role does not meet the eligibilityrequirements for sponsorship under either the Health and Care Worker visa or the Skilled Worker visa routes.

Main duties of the job

The post holder will be required to:

• Manage admin staff within designated hub on a day to day basis, ensuring professional, comprehensive admin support is provided at all times. Our Hubs are currently based in Beccles, Lowestoft, Gorleston and Great Yarmouth.
• Assist in developing closer working relationships / shared working between co-located teams, travelling and working at other sites within the hubs as required, regularly reviewing processes and procedures ensuring tasks are completed in the most efficient way.
• To support the Non Clinical Services Operational Leads within the department displaying the organisational requirements of attitude, behaviour, competence and delivery and acting as a positive example for peers.

The successful applicant will have an excellent manner, be fluent in computer systems and typing, be able to remain calm and work under pressure, will adhere strictly to the rules of confidentiality and have a professional manner at all times. Also, the ability to be able to work under pressure is a vital element to this role.

About us

ECCH is well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.

We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.

At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.

We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.

We recognise that AI tools are increasingly used in professional settings. While we encourage strong applications, we value authenticity and an accurate reflection of skills and experience.

Applicants must declare if AI has been used to complete their application, including responses that are directly copied or significantly shaped by AI tools.

By submitting this application, you confirm that all information provided is a true and accurate representation of your own skills, knowledge, and experience.

Job responsibilities

To provide effective day to day line management of Operational Admin team within designated area. To take responsibility for development, annual leave and sickness monitoring; ensuring that the service is adequately covered at all times.

Report directly to the Operational Admin, ECCA & Equipment Lead in connection with any performance issues relating to designated area admin teams.

Arrange and attend HR attendance and performance review meetings for Operational Admin team within designated area; ensuring these are made in a timely manner and that follow up/ review meetings are booked accordingly. Ensure attendance and performance paperwork is up to date with most current information. Update Operational Admin, ECCA & Equipment Lead on a regular basis.

To support the Operational Admin, ECCA & Equipment Lead and service leads to ensure that procedures are effective to meet service needs in the most efficient way.

To monitor dashboards to ensure that KPIs are met and all patients are seen as appropriate. Liaise with Operational Admin B3 staff to ensure dashboards are monitored daily, that issues are fed back in a timely manner to support patient treatment and provide additional training where necessary.

To raise Datix for any issues relating to KPI breaches, system / process failure, etc.

To monitor system procedures on a regular basis, ensuring that staff are compliant; raising relevant issues as they arise with the Operational Admin, ECCA & Equipment Lead.

To hold regular individual 1:1 meetings with staff to review workload; with a view to facilitate any training needs.

Dealing with both complex and sensitive issues and complaints with patients and staff which require detailed investigation, reporting back to the Operational Admin, ECCA & Equipment Lead as required.

Responsibility for rota management for PCH band 2 clinical staff, ensuring shifts are adequately covered at all times, liaising with clinical team leader as necessary.

Ensure appraisals and reviews for direct reports are carried out in a timely manner and that staff are compliant with mandatory training, reporting any issues to the Operational Admin, ECCA and Equipment Lead.

Ensure Operational Team Administrator Band 3 completes appraisals and reviews for their direct reports; reviewing with them mandatory training compliance, reporting any issues to the Operational Admin, ECCA and Equipment Lead.

Ensure sickness and annual leave records for PCH team & clinical staff are kept up to date, reporting to Operational Admin, ECCA & Equipment Lead with any known / expected delays.

Ensure electronic self-certificates are completed in a timely manner so that sickness records are kept up to date.

Monitor sickness and annual leave for Operational Admin team within designated area, reporting any breaches directly to Operational Admin, ECCA & Equipment Lead.

Ensure mandatory training is booked for all community staff working within designated area

To be responsible for training of new admin staff as necessary.

To order stock, stationery, equipment as necessary. To be an authorised signatory for orders, travel claims, mileage, etc. To be involved in management of petty cash

Any other duties, which may be required to ensure the efficient running of services.

Comply with the provision of the Trusts policies on Health & Safety at work and Risk assessment, reporting hazards within the working environment and completing accident and untoward incident documentation as necessary.

Attend all statutory training as dictated by the organisation.

To participate in the staff appraisal scheme and Personal Development Programme.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead | Action - My Accountabilty, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.

Person Specification

Skills and Knowledge

• Knowledge of and proficient in the use of Microsoft Word and Excel.
• Excellent IT Skills including email use of internet
• Excellent written and verbal communication skills
• Good organisational skills
• Ability to prioritise work
• Able to adopt a diplomatic approach
• Problem solving
• Aware of data protection and confidentiality
• Knowledge of the JPH NHS Trust HISS and patient information systems.

Personal Attributes

• Physical / mental capacity to concentrate for long periods.
• Physical and mental capacity to deal with frequent interruptions
• Ability to liaise with colleagues / clinicians / patients and members of public from all levels of the hierarchy in a professional manner.
• Organised
• Flexible
• Able to remain effective and efficient under pressure
• Able to work independently as well as within a team.
• Able to use own initiative
• Professional
• Discreet
• Ability to embrace our Culture, Values and Signature Behaviours:
• (Care - We Listen, We Learn, We Lead | Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together).
• Willingness and ability to work across different sites and travel to alternative sites and across the community as required.
• Car owner/driver

Experience

• Previous experience of dealing with patients in the NHS
• Previous experience of dealing with complaints
• Experience of conflict management
• Previous secretarial experience
• Previous experience of statistical analysis
• Mixture of secondary care / primary care experience in employment history

Qualifications

• NVQ level 3 or equivalent
• RSA level 3 or equivalent
• Educated to GCSE or equivalent level
• Training in complaints / conflict management or equivalent

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Operations Manager for LAC and Supporting Services