Job summary An exciting opportunity has arisen for an enthusiastic, experienced and proficient team administrator. Post holder will offer exceptional customer service while managing the appointment bookings, clinics outpatient calendars and secretarial support for the clinics. The successful applicant will possess robust organisational skills, excellent communication and interpersonal skills and will also be able to demonstrate a sound knowledge of Microsoft Office programmes including Outlook, Word and Excel. The post holder will be comfortable with IT and be keen to learn new software packages and processes.This is a challenging roles working within an extremely busy office and it is therefore important that you are enthusiastic, motivated and able to work under pressure. You must be able to demonstrate the ability to work independently and as part of a team. Main duties of the job The post-holder will be responsible for providing a proactive, comprehensive administrative service to a multi-disciplinary team, enabling the team to operate effectively and efficiently. The administrator is often the first point of contact for service users, families/carers and other members of the person's network and plays an important role in ensuring a good patient experience and positive image of the service. Managing and overseeing the administrative component of the Trust patient database, i.e. inputting referral and patient information, monitoring and updating data quality etc. To monitor and maintain accurate waiting lists, in conjunction with the clinical team. About us We are committed to ensuring our staff get the most out of their benefits package and understand the importance of a healthy work life balance. There is an extensive range of excellent benefits for you and your family. We want you to feel like you are part of a close knit team at SLaM. It's important to us that you valued and appreciated and that are why we have a comprehensive benefits package on offer Some of our benefits are highlighted here: Generous pay, pensions and leave, we offer a comprehensive pay, pensions and leave package which is dependent on the role and length of service. Work life balance, flexible working and support a range of flexible options, such as: part-time working and job sharing. Career development, There are plenty of opportunities to progress your career and we support your development through a number of programmes such as mentoring, coaching, positive people management, collective leadership and other talent programmes Car lease, our staff benefits from competitive deals to lease cars Accommodation, our staff benefits from keyworker housing available which is available on selected sites NHS discounts, with discounts up to 10% from a variety of well-known retail brands though Health Service Discounts website. Date posted 24 March 2025 Pay scheme Agenda for change Band Band 4 Salary £31,081 to £33,665 a year per annum inclusive of HCAS Contract Permanent Working pattern Full-time Reference number 334-NCL-7064057-TA Job locations Bethlem Royal Hospital Monks Orchard Road Beckenham BR3 3BX Job description Job responsibilities Clinic Management: a) To provide an excellent standard of customer care and administration support being a first point of contact to patients, family/carers and other stakeholders. b) To use a variety of systems to monitor clinics and clinician availability. To include complex diary management using Microsoft Outlook; the Trusts Epjs electronic database; Microsoft Teams and Excel. c) To have day-to-day oversight and management of the National Clinic calendars, ensuring 100% booking of available slots, ensuring annual leave/unavailability is included. d) To have an oversight of the teams Report Tracker to ensure reports are sent out via email or post and the appropriate information leaflets are enclosed; to support where necessary. e) To have an oversight that Contracts are correct for the treatment requested and the correct funding pathways are used. Discharging records if funding is not given. f) In conjunction with the clinical team, monitor and maintain accurate waiting lists and to provide patients with up-to-date information relating to waiting time in clinics. g) To ensure all appointment cancellations and alterations are correctly recorded and to highlight any issues to senior management. h) To respond to appointment requests and other queries via email from clinicians and business managers promptly. i) To assist with caseload cleansing. Administration duties: a) To respond to telephone enquiries from patients, family/carers and staff promptly and in a courteous and professional way, re-routing calls as appropriate. Taking clear, concise messages and dealing with general enquiries where appropriate. b) To act independently to ensure daily tasks and on-going workloads are prioritised and complete within agreed timescales. Manage multiple tasks within the working day whilst maintaining quality standards. c) To have the ability to work in an unpredictable pattern, dealing with frequent interruptions. d) Arrange, attend and minute service meetings. Produce accurate minutes, collate and distribute reports/papers. e) To be responsible for improving existing admin systems and devising new systems to ensure the administration service is of the highest quality. f) To order stationery and be responsible for the following-up of orders to ensure delivery and correct receipt of stock for the team, as required. g) To contribute in the compliance of Health and Safety requirements as requested by management. May be required to become Health & Safety Champion depending of service need. h) To participate in the preparation of events, conferences and projects. i) Supporting admin trainees and temporary staff, ensuring access to ICT and the relevant Trust policies. j) To contact Trust Estates and Facilities Department to report any faults or works that need to be undertaken. Service Requirements a) To line manage junior staff. b) To provide cover for colleagues, as required within all ADHD/ASD clinics/sites. c) To provide ad hoc reception cover. d) Assist teams with the development of patient information and team leaflets. e) To attend and actively participate in, administration team meetings and to assist in the implementation and continual review of systems to ensure good practice. f) To assist in service user feedback g) May be required to work outside of core hours, in line with service need. Personal Development a) To participate in development and training identified through the appraisal and supervision process. b) To attend and participate in all identified mandatory training. Job description Job responsibilities Clinic Management: a) To provide an excellent standard of customer care and administration support being a first point of contact to patients, family/carers and other stakeholders. b) To use a variety of systems to monitor clinics and clinician availability. To include complex diary management using Microsoft Outlook; the Trusts Epjs electronic database; Microsoft Teams and Excel. c) To have day-to-day oversight and management of the National Clinic calendars, ensuring 100% booking of available slots, ensuring annual leave/unavailability is included. d) To have an oversight of the teams Report Tracker to ensure reports are sent out via email or post and the appropriate information leaflets are enclosed; to support where necessary. e) To have an oversight that Contracts are correct for the treatment requested and the correct funding pathways are used. Discharging records if funding is not given. f) In conjunction with the clinical team, monitor and maintain accurate waiting lists and to provide patients with up-to-date information relating to waiting time in clinics. g) To ensure all appointment cancellations and alterations are correctly recorded and to highlight any issues to senior management. h) To respond to appointment requests and other queries via email from clinicians and business managers promptly. i) To assist with caseload cleansing. Administration duties: a) To respond to telephone enquiries from patients, family/carers and staff promptly and in a courteous and professional way, re-routing calls as appropriate. Taking clear, concise messages and dealing with general enquiries where appropriate. b) To act independently to ensure daily tasks and on-going workloads are prioritised and complete within agreed timescales. Manage multiple tasks within the working day whilst maintaining quality standards. c) To have the ability to work in an unpredictable pattern, dealing with frequent interruptions. d) Arrange, attend and minute service meetings. Produce accurate minutes, collate and distribute reports/papers. e) To be responsible for improving existing admin systems and devising new systems to ensure the administration service is of the highest quality. f) To order stationery and be responsible for the following-up of orders to ensure delivery and correct receipt of stock for the team, as required. g) To contribute in the compliance of Health and Safety requirements as requested by management. May be required to become Health & Safety Champion depending of service need. h) To participate in the preparation of events, conferences and projects. i) Supporting admin trainees and temporary staff, ensuring access to ICT and the relevant Trust policies. j) To contact Trust Estates and Facilities Department to report any faults or works that need to be undertaken. Service Requirements a) To line manage junior staff. b) To provide cover for colleagues, as required within all ADHD/ASD clinics/sites. c) To provide ad hoc reception cover. d) Assist teams with the development of patient information and team leaflets. e) To attend and actively participate in, administration team meetings and to assist in the implementation and continual review of systems to ensure good practice. f) To assist in service user feedback g) May be required to work outside of core hours, in line with service need. Personal Development a) To participate in development and training identified through the appraisal and supervision process. b) To attend and participate in all identified mandatory training. Person Specification, Essential NVQ 3 in Business Administration; or equivalent administrative/secretarial experience GCSEs or equivalent qualifications in English Language (A-C grade / grade 4 or above) and Mathematics (A-C / grade 4 or above) Administrative experience in the NHS or other complex customer focused organisation Awareness and understanding or the importance of maintaining confidentiality and data protection procedures Proficient use of Microsoft Outlook, Word, Excel and PowerPoint (Microsoft 365) Understanding of Racial Awareness and Diversity Excellent interpersonal, verbal and written communication skills & accurate grammar, spelling and punctuation Excellent customer relation skills Desirable Experience of working in an NHS environment, ideally in a mental health setting Knowledge and understanding of mental health issues An understanding of Electronic Patient Journey System, or other relevant NHS Trust electronic database Person Specification, Essential NVQ 3 in Business Administration; or equivalent administrative/secretarial experience GCSEs or equivalent qualifications in English Language (A-C grade / grade 4 or above) and Mathematics (A-C / grade 4 or above) Administrative experience in the NHS or other complex customer focused organisation Awareness and understanding or the importance of maintaining confidentiality and data protection procedures Proficient use of Microsoft Outlook, Word, Excel and PowerPoint (Microsoft 365) Understanding of Racial Awareness and Diversity Excellent interpersonal, verbal and written communication skills & accurate grammar, spelling and punctuation Excellent customer relation skills Desirable Experience of working in an NHS environment, ideally in a mental health setting Knowledge and understanding of mental health issues An understanding of Electronic Patient Journey System, or other relevant NHS Trust electronic database 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name South London and Maudsley NHS Foundation Trust Address Bethlem Royal Hospital Monks Orchard Road Beckenham BR3 3BX Employer's website https://www.slam.nhs.uk/ (Opens in a new tab)