Job summary
An exciting opportunity has arisen for a dynamic, motivated and professional administrator to join the PALS & Complaints Team at University Hospitals Bristol and Weston NHS Foundation Trust. This position is offered on a part-time basis, working 22 hours per week. The post holder will be responsible for dealing with telephone calls, triaging all new enquiries to the service and managing the administrative processes within the department.
If you are able to work well under pressure and enjoy dealing directly with people, we would like to hear from you. You will need to have experience of working in a busy customer focused role, which includes dealing with difficult and challenging enquiries. In return we can offer you a role where no two days are the same and enables you to improve the experience of patients, visitors and carers who use our services
Main duties of the job
1. Supporting the PALS & Complaints Team by providing an effective and efficient administrative support service.
2. First point of contact for all initial telephone calls, emails and enquiries which come into the service.
3. Communicating effectively with all enquirers and Trust staff at all levels.
4. Triaging telephone calls and written enquiries which come into the service, taking full details to ensure that the PALS & Complaints Officers are able to investigate the issues raised and respond within agreed timescales.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential
5. RSA 3 in typing/word processing; ECDL or equivalent demonstrable qualification
6. Proficient in the use of Microsoft Office applications (including Word, Excel and Outlook)
Desirable
7. NVQ Level 2 in customer services or administration
Knowledge and Experience
Essential
8. Experience of working in a secretarial or administrative role
9. Experience of working in a busy and varied customer focused role with regularly changing priorities
10. Experience of using and maintaining agreed systems and procedures
Desirable
11. Experience of using CareFlow and Datix databases
Skills and Abilities
Essential
12. Empathetic
13. Flexible approach to work
14. Ability to prioritise workload and work under pressure, managing competing priorities
15. Ability to work cohesively within a small team
16. Ability to work independently and use own initiative
17. Good communication skills with people at all levels
18. Ability to maintain high levels of diplomacy and confidentiality
19. Meticulous attention to detail
Desirable
20. Working knowledge of hospital terminology
21. Knowledge and understanding of NHS complaints legislation