Job Overview University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity. Please see below for detailed job description of the role. Main duties of the job We are excited to announce an exciting opportunity for a new Senior Administrator role in our Training Team. We seek dynamic and enthusiastic individuals with a background in staff training and delivering first-class customer service to join our friendly team. You'll develop working relationships in an inclusive, diverse, and multicultural environment, reflecting our Trust's values. The PSC is open from 7am to 6pm Monday to Friday and 8am to 4.30pm on Saturday. Responsibilities Patient Services Centre (PSC) staff are hardworking, committed to patient care and often the first point of contact for the patients, they are responsible for: Making and receiving around 20,000 calls per month from patients Booking over 650,000 outpatient appointments each year, covering 50 specialties across the Trust Booking first and follow up appointments, rescheduling appointments, cancelling appointments and clinic management Working for our organisation As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. Due to the nature of this role and service, this role is on-site and the hours are as advertised. Please talk to us at interview about the flexibility you need, and we will explore what’s possible for the role and service. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme. Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted. What You'll Do Detailed job description and main responsibilities As Training Co-ordinator, you will work closely with our HR and Training Lead Manager to: Review and adapt current induction and training processes, to create a robust induction and training programme which ensures new staff members joining the team are trained to a very high standard giving them the skills and confidence to carry out their roles accurately and effectively when allocated to their booking team. To have a flexible approach to work, being able to work within our working hours of 0700-1800 Mon - Fri an 0800-1630 Sat. Coordinate refresher training to ensure all current staff are continuously updated with any changes to processes as well as ensuring all the staff work consistently throughout the team. Carry out audits of the team processes and their activity to support with further training if required. Monitor and review key performance indicators for staff in their roles via the Netcall system. Provide operational support when required for key data quality routine and maintaining accurate and current reliable patient demographic data. To liaise with the team leaders to support discussions following probationary periods. To contribute to the review of all Standard Operating Procedures for the service ensuring they are kept up-to-date and staff. To be responsible for the induction of new staff to the Patient Services Centre, sharing knowledge and expertise of the administrative processes, procedures, and functions. To ensure effective refresher training programmes are regularly undertaken for all PSC staff with competencies and sign off. To deliver refresher training to returnees from long term sickness and maternity leave to ensure they are brought up to speed with current processes. To provide support to Team Leaders where staff are failing to achieve their objectives and competencies, giving further focused training where necessary. What We’re Looking For Demonstrable experience of providing high levels of customer service in a healthcare environment. A background in delivering planning and delivering training. You will have experience of dealing with non-routine and complex problems & progress chasing. You will have a proven ability to work to deadlines, prioritise and multi-task in a fast paced environment. You will have excellent communication skills and will be forward thinking in your approach with the ability to work proactively and under pressure to fill slots, sometimes at very short notice i.e., same day. Person specification Qualifications, Knowledge & Experience Essential criteria Good standard of secondary education with literacy and numeracy skills demonstrable to GSCE pass level or equivalent standard Either- Level 3 qualification in administration/ customer service or equivalent experience Or- Vocational Level 2 qualification in administration/customer service or an equivalent level of experience Experience as an administrator or secretary in an organisation with a customer focused environment Able to use judgement to make decisions in order to solve problems/enquiries some of which are non-routine and not straight RSA 2 word processing/typing or equivalent experience Proficient in all aspects of Microsoft Office Administrative and organisational experience Knowledge and experience of secretarial or administrative procedures Desirable criteria Courses / further study attended to demonstrate evidence of personal development Diploma level qualification or equivalent experience RSA 3 Proficient in the use of all hospital computerised patient systems Knowledge of medical terminology Values & Behaviours Essential criteria Patients First Always Improving Working Together