Receptionist

Transformation Unit; Dudley; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Flexible working options

Job summary

The Dudley Group NHS Foundation Trust is seeking an Administrative and Clerical Band 2 receptionist to manage front-desk duties across hospital departments. You will handle face-to-face and telephone queries, coordinate volunteers, and support efficient patient flow.

The role emphasizes a welcoming reception, basic NHS policies, and effective diary/booking tasks with flexible working options.

Qualifications

• 2 GCSE passes in Mathematics and English Language.
• Competent in computers and Microsoft packages such as Word, Excel, Outlook.
• NVQ Business Administration Level 2.

Responsibilities

• Act as the first point of contact for hospital patients, staff and visitors at reception.
• Coordinate reception volunteer tasks daily and liaise with volunteers.
• Communicate with patients, staff and visitors to ensure quality service delivery.

Skills

GCSE Maths

GCSE English

Microsoft Office

Customer service

Education

2 GCSEs (Maths & English)

NVQ Business Administration Level 2

Computer literacy

Tools

PAS

Job description

Main area Administrative and Clerical Grade NHS AfC: Band 2 Contract Permanent Hours Full time - 37.5 hours per week (At The Dudley Group, we understand the benefits of offering a range of flexible working options from day one of employment to support both employees and the Trust. Offering flexible working opportunities is one of the ways that the Trust aims to attract and retain a diverse workforce. Further information on the options available can be found via the link in the job advert.) Job ref 253-0926-8086405

Employer The Dudley Group NHS Foundation Trust Employer type NHS Site Russells Hall Hospital Town Dudley Salary £25,272 Pro Rata Per Annum Salary period Yearly Closing 09/10/2026 23:59

NHS AfC: Band 2

Job overview

To act as the first point of contact for hospital patients , staff and visitors , providing a face to face as well as a telephone service reception function for all departments across the Trust . To coordinate reception volunteer tasks on a daily basis and liaising with voluntee r s where appropriate .

To communicate , as appropriate , with all patients, staff and visitors to ensure best quality service delivery to ensure an efficient and effec tive reception service.

Main duties of the job

To act as the first point of contact for hospital patients , staff and visitors , providing a face to face as well as a telephone service reception function for all departments across the Trust . To coordinate reception volunteer tasks on a daily basis and liaising with voluntee r s where appropriate .

To communicate , as appropriate , with all patients, staff and visitors to ensure best quality service delivery to ensure an efficient and effec tive reception service.

Working for our organisation

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.

As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.

Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.

Detailed job description and main responsibilities

R eceive visitors to the hospital and direct to departments . Arrange for volunteers to escort if required .

Sup p ly information via Oasis to patients who are unsure as to where they are required to go.

Locate patients for visitors via Oasis in accordance with data protection legislation.

A rrange wheelchairs for patients with mobility issues, either utilising volunteers or hospital porters.

R eceive telephone calls from external sources including patients, relatives and carers on behalf of the Trust and redirect as appropriate .

Be able to deal with patients and visitors who may be anxious, upset or may have language or communication difficulties.

Be able to resolve simple concerns and queries and to elevate matters where appropriate .

R eceive and record medical equipment and other items delivered to reception which require forwarding to wards and departments.

A rrange for medical equipment and other items to be delivered to wards and department , signed for as required .

R ecord all requests for transfer of patient notes and maintain these records for audit purposes .

M onitor wheelchair numbers and elevate issues.

R eport faulty wheelchairs and record maintenance progress.

Identify and i ssue tasks to reception volunteers on a daily basis .

Liaise with Trust volunteers where necessary.

Knowledge of administrative systems such as PAS and be able to use these efficiently.

Knowledge of hospital departments

Knowledge of office and clerical procedures.

E nsure that the reception desks are tidy and welcoming to visitors.

Remove unauthorised and out of date publicity material.

Report emergency situations occurring within the reception area and car parks immediately .

Report any adverse incidents occurring within the reception area and main entrance via Datix.

Report maintenance issues to Mitie helpdesk.

Plan own daily workload, with effective scheduling of priority tasks.

Person specification

Qualifications and Education

• 2 GCSE (or equivalent) passes in Mathematics and English Language
• Competent in the use of computers and Microsoft packages such as Word, Excel, Outlook
• NVQ Business Administration Level 2

Communication Skills

• Ability to work in a team as well as unsupervised
• Excellent communication skills including telephone manner
• Ability to deal with contentious and sensitive issues in the appropriate manner

Knowledge and Training

• Computer literate must be able to use spreadsheets and e-mail
• Knowledge of NHS policies
• Previous Customer Care experience

Analytical & Judgement Skills

• Accuracy and attention to detail
• Enthusiastic and flexible to meet the needs of the service
• Able to cope with different and competing demands
• Able to use own initiative

Planning Skills

• Good time management and ability to work to deadlines
• Good organisational skills
• Ability to prioritise work

Equality, Diversity, Inclusion and Trust Values

• Able to provide safe, caring, and effective services
• Values and behaviours that reflect the Trust values of Care, Respect and Responsibility

Using AI for jobs applications:

Whilst we encourage the use of technology to help manage time and support innovation. However, it is your responsibility to ensure your application is personalised and clearly reflects your own skills and experiences. While AI can assist with drafting, it should only be used as a support tool. The content must be your own work and accurately represent your knowledge, abilities, and values. Over-reliance on AI-generated content may result in your application being rejected. A common issue arises when we receive multiple applications with identical or overly generic language.

The use of AI during assessments, including interviews, is not permitted unless it has been pre-approved as part of a reasonable adjustment. For digital interviews, you may be asked to provide a 360-degree view of your surroundings on camera and confirm that no additional devices are present. If we suspect AI is being used during an interview, we may pause the process to clarify or adjust our approach to questioning.

Caring for patients demands integrity, honesty, and accountability. We expect your application and participation to be authentic and a genuine reflection of your own experiences and values.

In line with UK Home Office rules, Band 2 clinical and non‑clinical roles, and Band 3 non‑clinical roles, are not eligible for visa sponsorship.

Non‑clinical roles at Agenda for Change Bands 7–9 that meet the required skill level (RQF 6) and salary threshold are eligible for sponsorship.

The Trust will also accept applications from candidates who can evidence their existing right to work in the UK or who hold an alternative eligible visa.

RECRUITMENT EQUALITY STATEMENT

We are committed to equal opportunities and want to ensure our workforce is representative of the population we serve. We welcome applications from all sections of the community and diverse groups. It is essential we understand our demographics, in order that we can monitor our performance as an equal opportunity employer, as well as continuing to embed a culture of inclusivity across the organisation, which supports the active participation and contribution of our diverse staff groups in the Trusts decision making processes . On application the shortlisting manager will not see this criterion and therefore it cannot be part of their decision making. Please ensure you complete your equal opportunities questions for us and help us to make sure everyone is welcome.

We are governed by the public sector equality duties and by our values of Care, Respect and Responsibility to ensure we eliminate discrimination, harassment, victimisation and any other behaviour that is unlawful, undermines our core values and/or falls short of our Behaviour Framework. We want all of our staff to ‘call out’ any behaviour from colleagues, patients or visitors that constitutes the above and appropriate action be taken.

We will, at every opportunity, advance equality and inclusivity for all staff, at all levels within the organisation, by removing or minimising disadvantage, encouraging participation and taking all relevant steps to meet the needs of anyone who shares a protected characteristic. We will also foster good relations between persons who share a protected characteristic by tackling prejudice and promoting understanding at every opportunity.

We have staff Networks in place to help support staff experience of diverse staff groups and inform us on the actions, interventions and support what we need to put in place to improve the working lives and daily experiences of all colleagues and all teams. Anyone can join the networks and we take pride in having Allies as part of every network in the organisation.

By submitting an application for a position with this organisation, you are declaring that the information given is true and complete, any deliberate omission, falsification or misrepresentation will be grounds for rejecting the application or subsequent dismissal, and where applicable, for positions that requires registration with a professional body, you authorise us to make the required employer checks on your professional registration status.

Applicants are advised to apply early as if a large number of applications are received for this post we reserve the right to close the vacancy prior to the advertised date. Please note, preference will be given to at risk employees.

Applicants MUST ensure that they provide details of their referees and their referee email addresses on their application form otherwise their application may not be considered.

By applying for this post you are agreeing to the Dudley Group NHS Foundation Trust transferring the information contained in your application to its preferred applicant management system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are offered a job, information will also be transferred into the NHS Electronic Staff Record system.

Employer certification / accreditation badges

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.