Job responsibilities Communication: To provide a point of contact for service users Meet and greet visitors communicating in a courteous manner Liaise with other departments / teams as appropriate Deal effectively with complaints either face to face or on the telephone and escalate concerns where necessary Escalate conflict situations where necessary Accurately record telephone messages and other enquiries and refer as appropriate Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively Maintain confidentiality at all times adhering to Caldicott Guidelines and Data Protection Act Analytical and Judgemental Skills/Freedom to Act: Ability to analyse and extract complex data sets from a number of different sources Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision Ability to recognise situations that should be referred onto the Supervisor/Line Manager and take prompt and appropriate action Receive and open incoming post and take action as required Planning and Organisational Skills: Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales Undertake work that has been prioritised by the Supervisor / Line Manager Book and monitor room bookings Arrange hospitality as requested Arrange transport as required Coordinate and Arrange meetings conferences, including diary management to ensure availability and attendance Policy and Service Responsibilities: Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct relating to own role Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services Responsibility for Financial and Physical Resources: Have a personal duty of care for all equipment and resources used Maintain stock control such as stationery, clinical supplies, equipment and uniforms Responsibility for Staff: Where required coordinate duties of band 2 administrative staff and ensure staff rotas are appropriately covered Participate in the induction and training of all new members of staff Demonstrate own activities to new / less experienced staff Responsibility for Information: Prepare documentations such as presentations, meeting agendas, reports leaflets Ensure all letters and all information sent out are clear, accurate and informative Be fully conversant with Trust systems relevant to the role. Ensuring all data entered onto the Trust system is accurately entered in a timely way, making relevant changes as required To develop and maintain an efficient individual filing system on behalf of the team to include correspondence, reports, complaints, research and results Be responsible for confidentiality in line with Trust policy and procedures Be responsible for the quality of information Photocopy and distribute documents as required Shred and destroy confidential documentation in line with Trust policy. Input staff information into the Electronic Staff Record (ESR) adhering to confidentiality and only accessing the information required to fulfil the role /task