Job summary An exciting opportunity has arisen to join the UHN Translation Services Team as an Administrator. Working in a central role across both Kettering and Northampton General Hospitals and coordinating requests for language support from all departments, this is a unique opportunity to work with staff across both sites. As first point of contact for all enquiries, the Translation Services Administrators will look at the most cost-effective and efficient way to provide a high standard of service for each request. The post-holder will e responsible for booking and cancelling translation requests, provide general administrative support, monitoring bookings and process invoices. The post holder will also be involved in support department staff with training of the booking process. The role will based be on site at Northampton and / or Kettering General Hospital. This is a varied role with the opportunity to work on a range of tasks to improve patient experience and facilitate communication between staff, patients and families. If you are compassionate, committed and a team player with excellent communication, organisational and time management skills - we would love to hear from you. Main duties of the job The Translation Services Administrators will be the first point of contact, therefore, will need to demonstrate high level multi-tasking skills in order to respond quickly to urgent requests for language support. The post-holder will manage the Interpreting email inbox and receive telephone enquiries, take relevant action or relay messages to language services providers. The administrators will be responsible for the allocation of all UHN Interpreting and Translation requests, as well as using Interpreting portals, and Datix incident modules to record and monitor staff requests for language support. The post holders will work autonomously using highly developed administrative skills to be able to influence and negotiate with staff at all levels across the Trust promoting opportunities to engage and further enhance Language Support strategies. About us Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire. Our Excellence Values CompassionAccountabilityRespectIntegrityCourageWe want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. We are a Defence positive trust, supporting our reservists, veterans, spouses and partners. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals. Date posted 18 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 265-6967189 Job locations Northampton General Hospital / Kettering General Hospital Cliftonville/ Rothwell Road Northampton / Kettering NN1 5BD Job description Job responsibilities Knowledge, Training and Expertise: Managing Interpreter & translation requests and queries for UHN. Using judgement skills when dealing with complex situations, e.g. assessing queries and escalating where appropriate, making appropriate judgements to facilitate a smooth-running process. Managing and responding to the Interpretation & Translation Services email inbox in a timely manner and within the agreed service level agreement. General clerical duties e.g. filing, scanning, and photocopying. Checking invoices for overpayment and incorrect charges, escalating discrepancies to management team. Maintaining effective office systems, making maximum use of technology working towards the aim of achieving a paperless office. Taking every reasonable opportunity to maintain and improve professional knowledge. Participating in personal objective setting and review, including creation of a personal development plan. Undertaking all mandatory training and taking responsibility that this is kept up to date. Taking personal responsibility for making things happen and pride in delivering high quality work. Ensuring that good customer service is used to improve service delivery and works to build, develop, and maintain excellent and effective relationships. Communication Liaising with patients, friends and families with compassion and sensitivity. Acting as the first point of contact for all queries relating to Interpreter & Translation requests. Liaising with the providers to address any issues in a timely manner and to escalate where required. Responding to incoming queries into the department and escalating as required. To be an active member of the wider Patient Experience team, attending weekly huddles and team meetings, taking the lead where required. Maintaining clear communication with multiple parties about complex and sensitive information. Promote inclusion across the UHN catchment area, advocating for equality across all culture, ethnic and diverse backgrounds. Compose routine correspondence and initiate responses to general enquiries. Planning & Organisational Skills Allocating all interpreter requests to the relevant providers ensuring that the right interpreter language is booked and confirmed by the provider, responding to email or telephone requests. Database, booking system and spreadsheet management. Ensuring emails are filed in an organised manner. Ability to balance different requests at the same time. To undertake any other duties which is deemed appropriate to the band when requested by management. This job description indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder. Job description Job responsibilities Knowledge, Training and Expertise: Managing Interpreter & translation requests and queries for UHN. Using judgement skills when dealing with complex situations, e.g. assessing queries and escalating where appropriate, making appropriate judgements to facilitate a smooth-running process. Managing and responding to the Interpretation & Translation Services email inbox in a timely manner and within the agreed service level agreement. General clerical duties e.g. filing, scanning, and photocopying. Checking invoices for overpayment and incorrect charges, escalating discrepancies to management team. Maintaining effective office systems, making maximum use of technology working towards the aim of achieving a paperless office. Taking every reasonable opportunity to maintain and improve professional knowledge. Participating in personal objective setting and review, including creation of a personal development plan. Undertaking all mandatory training and taking responsibility that this is kept up to date. Taking personal responsibility for making things happen and pride in delivering high quality work. Ensuring that good customer service is used to improve service delivery and works to build, develop, and maintain excellent and effective relationships. Communication Liaising with patients, friends and families with compassion and sensitivity. Acting as the first point of contact for all queries relating to Interpreter & Translation requests. Liaising with the providers to address any issues in a timely manner and to escalate where required. Responding to incoming queries into the department and escalating as required. To be an active member of the wider Patient Experience team, attending weekly huddles and team meetings, taking the lead where required. Maintaining clear communication with multiple parties about complex and sensitive information. Promote inclusion across the UHN catchment area, advocating for equality across all culture, ethnic and diverse backgrounds. Compose routine correspondence and initiate responses to general enquiries. Planning & Organisational Skills Allocating all interpreter requests to the relevant providers ensuring that the right interpreter language is booked and confirmed by the provider, responding to email or telephone requests. Database, booking system and spreadsheet management. Ensuring emails are filed in an organised manner. Ability to balance different requests at the same time. To undertake any other duties which is deemed appropriate to the band when requested by management. This job description indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder. Person Specification Education Training and Qualifications Essential Educated to A level or equivalent level of education, training or experience. Desirable Listening and communications skills training Knowledge and Experience Essential Proven experience of providing administrative / business / project support in a complex service/organisation setting. Project/people/system co-ordination Maintaining databases / systems Experience of working with the public and a range of key stakeholders Previous experience with dealing with conflict Evidence of continued professional development Experience of working autonomously Desirable Previous NHS Experience In-depth understanding and usage of risk management and incident reporting system Processing purchase orders and payments Skills Essential Good computer skills, able to use Microsoft Word and Excel packages, and databases Ability to communicate on a range of levels where there may be barriers to understanding Ability to communicate effectively and demonstrate excellent communication skills verbally, written and listening Understanding of the Data Protection Act, GDPR and patient and public confidentiality Good problem-solving skills Ability to take on and understand new systems quickly Ability to work in partnership and build relationships with a wide variety of individuals Solution focused with the ability to respond to sudden, unexpected demands Desirable Knowledge of the NHS in the acute and/or primary sector Knowledge of and ability to use Datix or similar system Person Specification Education Training and Qualifications Essential Educated to A level or equivalent level of education, training or experience. Desirable Listening and communications skills training Knowledge and Experience Essential Proven experience of providing administrative / business / project support in a complex service/organisation setting. Project/people/system co-ordination Maintaining databases / systems Experience of working with the public and a range of key stakeholders Previous experience with dealing with conflict Evidence of continued professional development Experience of working autonomously Desirable Previous NHS Experience In-depth understanding and usage of risk management and incident reporting system Processing purchase orders and payments Skills Essential Good computer skills, able to use Microsoft Word and Excel packages, and databases Ability to communicate on a range of levels where there may be barriers to understanding Ability to communicate effectively and demonstrate excellent communication skills verbally, written and listening Understanding of the Data Protection Act, GDPR and patient and public confidentiality Good problem-solving skills Ability to take on and understand new systems quickly Ability to work in partnership and build relationships with a wide variety of individuals Solution focused with the ability to respond to sudden, unexpected demands Desirable Knowledge of the NHS in the acute and/or primary sector Knowledge of and ability to use Datix or similar system 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 Northampton General Hospital Address Northampton General Hospital / Kettering General Hospital Cliftonville/ Rothwell Road Northampton / Kettering NN1 5BD Employer's website https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)