Job summary Join Our Perinatal and Maternal Mental Health Service Team Were offering a rewarding opportunity to work in a vital field, supporting the mental health and well-being of mothers and families. This role offers 30 hours per week (Monday to Friday, 9:00 AM to 5:00 PM) within a compassionate, dynamic team. As administration services are often the first point of contact for service users, carers and our partner agencies the post holder will be responsible for ensuring excellence in customer service in line Service User involvement and partnership working. If you're passionate about making a difference and providing support during one of the most critical times in peoples lives, we want to hear from you "please note that this role may not be eligible for sponsorship under the Skilled Worker route, please refer to the Direct Gov website for more information with regards to eligibility" Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity Main duties of the job Working with the Perinatal and Maternal Mental Health Service and Core Mental Health Teams to provide a high quality administration management service to the clinical teams and to provide support for the Management Team. The post holder will liaise with range of professionals across Livewell Southwest, including colleagues within wider Core Mental Health Team, Rehab/Recovery services, Adult social care colleagues and key partners such as GPs and third sector/voluntary providers. The post holder will be responsible for managing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties. To provide day to day supervision and line management of administration staff where appropriate and report to Clinical Team Manager. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager. All Livewell Southwest staff are expected to able and willing to work across a 7 day service. Job Share(s) Considered About us Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs. As an organisation with a strong social conscience we are guided by our values,kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve. We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives. We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation. Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert. Date posted 13 March 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year Pro rata Contract Permanent Working pattern Part-time, Job share, Flexible working Reference number B9832-2025-AC-1836 Job locations 200 Mount Gould Road Mount Gould Plymouth Devon PL4 7PY Plympton Clinic 1st Floor Plymouth Devon PL7 2AU Job description Job responsibilities Management of Services To manage the delivery of all clinics within the service area ensuring effective day to day operational management in accordance with best utilisation of staff and accommodation. To plan an effective contact service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover. To provide any rotas to staff where required. To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy. Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office. Attend appropriate management, performance and planning meetings and deputise for Service Support Manager when needed to contribute an administrative perspective. Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met. Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties. Responsible for maintaining equipment records such as laptops and printers for the Directorate and effectively reporting any problems that may arise. To provide administration support for all triage meetings and arrange suitable cover for planned absence. Oversee Office Staff and provide support when required or cover in their absence Management of Quality and Standards To provide a range of non-clinical advice & information about the service-to-service users and external agencies. Take responsibility for ensuring that internal and external communication systems are fit for purpose. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. Respond to telephone, email and written queries on behalf of the service area including call handling where this cannot be satisfactorily resolved by junior staff. Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered. Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding Data Management To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures; collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans. Collate information; prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead. Organise data collection to support research and development. Ensure that files and records are stored and retrieved appropriately in accordance with Livewell Southwests procedures, in particular, confidential correspondence i.e. personal files and complaints. To have a working knowledge of how and where to access information to comply with the Freedom of Information Act. Staff management & development To have daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal. To deputise for Service Support Manager when required to manage & chair regular meetings with administrative staff within service area. To develop workforce by providing induction, in-post training and updates for relevant staff. Participate in interview panels as and when required. Financial management To contribute to the management of the cost-effective use of departmental resources including the ordering of stock and undertaking cost improvement programmes within the service. Service Support Provide support to Team Managers when required e.g., arranging meetings, collating data, preparing reports etc. Contribute to administrative processes within recruitment and induction including ATRs, liaison with HR, arranging of interviews, booking of training, arrange systems access etc. To be able to deputise for Service Support Manager with these processes as required. Manage all processes to ensure all new staff to the service (both admin and clinical) have all equipment, access to site, uniform (if appropriate), parking permits etc. and are set up prior to start date. To lead on specific projects and information systems/databases as requested by the service manager and provide updates on progress. For example, Triangle of Care. Co-ordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken, to ensure that the appropriate risk assessments are completed by junior staff. Ensure that fire safety policies are adhered to within the service area. Identify process improvements and develop projects and assignments with administrative support staff to respond to organisational and/or policy changes and initiatives. Job description Job responsibilities Management of Services To manage the delivery of all clinics within the service area ensuring effective day to day operational management in accordance with best utilisation of staff and accommodation. To plan an effective contact service for the public/clients that is efficient and professional, which will include managing staff resources to ensure effective cover. To provide any rotas to staff where required. To ensure that referral management and appointment processes are efficient, coordinated and compliant with organisational policy. Maintain effective office systems, making maximum use of technology with the ultimate aim of achieving a paperless office. Attend appropriate management, performance and planning meetings and deputise for Service Support Manager when needed to contribute an administrative perspective. Source and gather information to assist the Clinical team in prioritising their workload effectively to ensure deadlines are met. Contribute to team responsibilities ensuring that all staff within the team have the necessary equipment and resources required to undertake their duties. Responsible for maintaining equipment records such as laptops and printers for the Directorate and effectively reporting any problems that may arise. To provide administration support for all triage meetings and arrange suitable cover for planned absence. Oversee Office Staff and provide support when required or cover in their absence Management of Quality and Standards To provide a range of non-clinical advice & information about the service-to-service users and external agencies. Take responsibility for ensuring that internal and external communication systems are fit for purpose. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. Respond to telephone, email and written queries on behalf of the service area including call handling where this cannot be satisfactorily resolved by junior staff. Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered. Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding Data Management To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures; collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans. Collate information; prepare reports and presentations pertaining to the service area at the request of the Service Support Manager/Operational Lead. Organise data collection to support research and development. Ensure that files and records are stored and retrieved appropriately in accordance with Livewell Southwests procedures, in particular, confidential correspondence i.e. personal files and complaints. To have a working knowledge of how and where to access information to comply with the Freedom of Information Act. Staff management & development To have daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments, disciplinary, training & appraisal. To deputise for Service Support Manager when required to manage & chair regular meetings with administrative staff within service area. To develop workforce by providing induction, in-post training and updates for relevant staff. Participate in interview panels as and when required. Financial management To contribute to the management of the cost-effective use of departmental resources including the ordering of stock and undertaking cost improvement programmes within the service. Service Support Provide support to Team Managers when required e.g., arranging meetings, collating data, preparing reports etc. Contribute to administrative processes within recruitment and induction including ATRs, liaison with HR, arranging of interviews, booking of training, arrange systems access etc. To be able to deputise for Service Support Manager with these processes as required. Manage all processes to ensure all new staff to the service (both admin and clinical) have all equipment, access to site, uniform (if appropriate), parking permits etc. and are set up prior to start date. To lead on specific projects and information systems/databases as requested by the service manager and provide updates on progress. For example, Triangle of Care. Co-ordinate Health and Safety within the service area, reporting faults and ensuring that work is undertaken, to ensure that the appropriate risk assessments are completed by junior staff. Ensure that fire safety policies are adhered to within the service area. Identify process improvements and develop projects and assignments with administrative support staff to respond to organisational and/or policy changes and initiatives. Person Specification Key Behaviour Competencies Essential - Ability to provide quality care - Good interpersonal and communication skills - Working collaboratively - Be straightforward in our dealings with each other and build relationships - Listen to others and explain the decisions we have made - Recognise and remove barriers to action - Create an open and positive learning culture - Learn from mistakes & ask others for support where necessary - Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. - Ability to reflect on ones behaviour and change them. - Uphold the values and be proud to be part of the organisation - Ensure appearance is professional & name badge visible - Act With Integrity - Be honest and do what you say you will do - Take responsibility and be accountable for your actions - Guard and build the organisations reputation - Take into account the human and social impact of our work - Treat everyone in a friendly, courteous manner; smile & make eye contact - Building Success Together - Be compassionate and accepting of others. - Be straightforward in our dealings with each other and build relationships - Listen to others and explain the decisions we have made - Agree on our goals and see them through - Treat each other with dignity and respect - Learn from each others experiences - Understand and recognise each others contributions of being of equal value - Be prepared to challenge the status quo - Contribute to the organisations success - Stretch the boundaries of personal performance - Look for better ways of working to achieve improvements - Caring for patients - Aim to meet the needs of our patients and partners in care - Use initiative to enhance care in innovative and imaginative ways - Respect individual cultural differences; challenge bias & prejudice - Provide a high quality and safe service for patients - Maintain privacy and ensure confidential information is kept safe - Question poor practice, process & behaviour Skills and Ability Essential - Excellent verbal and written communication skills. - Able to use judgement and initiative to provide information and support. - Accurate and fast typing and data entry skills including audio typing - Ability to manage and lead a team and work within wider teams. - Able to analyse problems and initiate appropriate solutions effectively. - Able to apply tact and sensitivity to establish trust and support - Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met. - Able to compose and transcribe minutes, correspondence and reports - Effective time management skills. - Empathetic approach to managing and resolving enquiries. - Flexibility to meet competing demands within the working day. - Able to manage difficult and distressing situations effectively. - Flexible and adaptable, ability to learn new skills and develop role. - Able to work as part of a team. Knowledge Essential - Thorough working knowledge of Microsoft Office packages, ie: Outlook, Word, Excel. - Excellent understanding of general office working procedures. - Understanding of Data Protection legislation Desirable - Knowledge of SystmOne. - Awareness of current issues within the NHS. - Understanding of healthcare services and national requirements in inpatient and outpatient booking systems. - An understanding of perinatal and maternal mental health services. Experience Essential - Experience of dealing with vulnerable patients - Experience of supervising other staff members. - Ability to handle confidential information with discretion - Significant previous experience of working in a senior administrative or supervisory role - Experience of working in a customer facing role - Decision making and resolving complex work related issues Qualifications Essential - Educated to NVQ 4 in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience. Desirable - Supervisory qualification - RSA / OCR III or equivalent typing / word processing including audio typing. Person Specification Key Behaviour Competencies Essential - Ability to provide quality care - Good interpersonal and communication skills - Working collaboratively - Be straightforward in our dealings with each other and build relationships - Listen to others and explain the decisions we have made - Recognise and remove barriers to action - Create an open and positive learning culture - Learn from mistakes & ask others for support where necessary - Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. - Ability to reflect on ones behaviour and change them. - Uphold the values and be proud to be part of the organisation - Ensure appearance is professional & name badge visible - Act With Integrity - Be honest and do what you say you will do - Take responsibility and be accountable for your actions - Guard and build the organisations reputation - Take into account the human and social impact of our work - Treat everyone in a friendly, courteous manner; smile & make eye contact - Building Success Together - Be compassionate and accepting of others. - Be straightforward in our dealings with each other and build relationships - Listen to others and explain the decisions we have made - Agree on our goals and see them through - Treat each other with dignity and respect - Learn from each others experiences - Understand and recognise each others contributions of being of equal value - Be prepared to challenge the status quo - Contribute to the organisations success - Stretch the boundaries of personal performance - Look for better ways of working to achieve improvements - Caring for patients - Aim to meet the needs of our patients and partners in care - Use initiative to enhance care in innovative and imaginative ways - Respect individual cultural differences; challenge bias & prejudice - Provide a high quality and safe service for patients - Maintain privacy and ensure confidential information is kept safe - Question poor practice, process & behaviour Skills and Ability Essential - Excellent verbal and written communication skills. - Able to use judgement and initiative to provide information and support. - Accurate and fast typing and data entry skills including audio typing - Ability to manage and lead a team and work within wider teams. - Able to analyse problems and initiate appropriate solutions effectively. - Able to apply tact and sensitivity to establish trust and support - Ability to use own initiative to organise own workload and that of others, setting deadlines and ensuring these are met. - Able to compose and transcribe minutes, correspondence and reports - Effective time management skills. - Empathetic approach to managing and resolving enquiries. - Flexibility to meet competing demands within the working day. - Able to manage difficult and distressing situations effectively. - Flexible and adaptable, ability to learn new skills and develop role. - Able to work as part of a team. Knowledge Essential - Thorough working knowledge of Microsoft Office packages, ie: Outlook, Word, Excel. - Excellent understanding of general office working procedures. - Understanding of Data Protection legislation Desirable - Knowledge of SystmOne. - Awareness of current issues within the NHS. - Understanding of healthcare services and national requirements in inpatient and outpatient booking systems. - An understanding of perinatal and maternal mental health services. Experience Essential - Experience of dealing with vulnerable patients - Experience of supervising other staff members. - Ability to handle confidential information with discretion - Significant previous experience of working in a senior administrative or supervisory role - Experience of working in a customer facing role - Decision making and resolving complex work related issues Qualifications Essential - Educated to NVQ 4 in an administrative related subject or equivalent level of qualifications or significant equivalent previous experience. Desirable - Supervisory qualification - RSA / OCR III or equivalent typing / word processing including audio typing. 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Livewell Southwest Address 200 Mount Gould Road Mount Gould Plymouth Devon PL4 7PY Employer's website https://www.livewellsouthwest.co.uk/ (Opens in a new tab)