Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
An opportunity has arisen for a part time Administrator for six months (to cover maternity leave) within the Redbridge Children's Speech and Language Therapy Department.
This is a varied and interesting post working within a friendly multidisciplinary environment.
You will be working alongside our Autism Co-ordinator, to provide a vital link between families, education and key professionals, providing an effective customer service and administrative/appointment booking support to the team .
Main duties of the job
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1. To work within the administration team booking appointments for clients
2. Support operational functions to ensure appointments take place - room bookings, retrieval and uploading of clinical documents as required
3. Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication.
4. Ensure that complex calls from anxious and distressed clients are dealt with effectively and appropriately
5. Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence
6. Manage and Maintain an electronic data system
7. Draft general correspondence on behalf of own service
8. Work without supervision and ensure urgent situations are addressed swiftly
9. Ensure workload is Managed and Prioritised appropriately
10. Participate in induction and orientation of newly recruited staff and temporary staff as required
11. Take Minutes of Meetings as required
12. Book Clinic appointments on behalf of Service
13. Book Clinic rooms for Clinic appointments
14. Type reports/correspondence as required
15. Assist with the administration of triage
16. Monitor generic e mail in box and action as required
17. Use team spreadsheets to update Data
18. Book Interpreters
19. Assist with ordering
20. Other duties as described in detailed Job Description
Working for our organisation
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop-in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High-Cost Area Supplement
This post also attracts payment for High-Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735) pro rata for part time staff.
Certificates of Sponsorship
Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points based system
Detailed job description and main responsibilities
JOB TITLE: Administrator Support for Autism Co-ordinator
BAND: 3
RESPONSIBLE TO: Team Leader/Autism Co-ordinator
KEY RELATIONSHIPS:
Internal - Own team - Line Manager
External - Clients - Families - Multidisciplinary Teams - Education - GPs
Aim of the role:
The expectation of this post holder will be to support their team, department and organisation to achieve the Trust’s Values in their day to day work. These are the 5P’s:
Putting people first
Prioritising quality
Being progressive, innovative and continually improve
Being professional and honest
Promoting what is possible – independence, opportunity and choice
The post holder will achieve this by:
Providing effective customer service and administrative/appointment booking support to the team. This will involve dealing with general queries from colleagues/members of the public, either face to face, over the phone and overseeing administrative systems and processes.
Key Responsibilities:
To work within the administration team booking appointments for clients
Support operational functions to ensure appointments take place - room bookings, retrieval and uploading of clinical documents as required
Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication.
Ensure that complex calls from anxious and distressed clients are dealt with effectively and appropriately.
Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence, within agreed time limits.
Manage and maintain an efficient administrative system
Draft general correspondence on behalf of own service as appropriate.
Assist with correspondence, and urgent letters from a variety of sources.
Work without supervision and ensure urgent situations are addressed swiftly.
Ensure workload is managed and prioritised appropriately.
Responsible for the induction and supervision of Band 2 administrative staff and temporary workers.
Establish and maintain electronic and manual filing systems.
Arrange and take minutes at internal meetings
Cover other teams/services, where necessary, which may require working on other sites.
Assist with cover rotas for Referral Management, reception and telephone cover as required
Customer Service and Communication
Receive and make telephone calls as required. Divert calls and take messages ensuring accuracy of detail and prompt appropriate delivery.
To present a calm and friendly image to service users.
Recognising and responding to clients who have communication barriers. Ensure an effective and efficient front of house service is provided to patients and any other visitors to the clinic area.
Deal with all general enquiries, communicate procedures and make new and follow-up appointments.
Work competently within current procedures for own working practices and, where appropriate, contribute to the development and implementation of changes to improve own working practices/service, policies, procedures and guidelines.
Undertake Audits and Surveys as necessary
Support with ordering stationery and other supplies via the electronic procurement system, receipting goods and chasing shortfalls.
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Person specification
Qualifications
Essential criteria
21. NVQ Administration/Customer Service Level 3 or equivalent level of proven experience
22. NVQ level 2 or equivalent standard of literacy and numeracy
Demonstrating Trust Values
Essential criteria
23. 5 Ps Knowledge and understanding
Experience
Essential criteria
24. Working in a busy office environment
25. Experience of storing and maintaining Electronic records
Desirable criteria
26. Working in an NHS environment
27. Experience of supervising others
Knowledge
Essential criteria
28. Maintaining efficient administrative systems
29. Maintain confidentiality/data protection
30. Understand the needs of clients and deal tactfully and sensitively with concerns
31. Updating and maintaining database systems
Skills
Essential criteria
32. Excellent IT Skills including Microsoft Packages Word, Excel, Power point
33. Establish and Maintain good working relationships
34. Able to work as part of a team
35. Work without supervision
36. Prioritise workload
37. Excellent interpersonal skills in a customer focussed environment
38. Willing to learn new skills
Benefits
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
39. A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
40. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity.
41. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
42. Detailed information about our wellbeing and benefits offer can be found in this link.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.