Job Summary This exciting patient experience administrative role is essential to provide a responsive, flexible, customer focused and reactive patient experience support to patients and staff, meeting the needs of patients cares and their families. The ideal post holder will need to have excellent communication skills as the first point of contact for enquires from our patients, the public and hospital teams, who will provide immediate advice and assistance or signposting, using their own initiative, or with guidance from the senior members of the patient experience team, to deal with and resolve informal enquires. You will work closely with the Patient Experience Officer to plan and prioritise workloads. You will have a can-do attitude, strong interpersonal skills, be curious in your approach and will continually seek to amplify the patient voice to support driving changes in experience of care at UHB. Main Duties, Tasks & Skills Required Receive patient, relative and internal enquires via various platforms (e.g phone, email, websites and letter), responding with advice and assistance in signposting, tailoring conversations to meet their needs. Ensuring that enquires and concerns are addressed and resolved in a timely manner though direct actions or collaboration with relevant staff escalating to senior members of the team in line with departmental procedures. As an essential part of the patient experience team, you will have an active role in the analysis of patient feedback from local and national Friends and Family Test surveys. Your role is essential in understanding patient experience data from a variety of local and national survey sources to help identify trends, strengths and opportunities for improvement. This role is based at the Queen Elizabeth Hospital, with transport of other hospitals provided ad hoc as required. Good General Education (e.g. GCSE English and Maths A-C/ 9-4) Business Administration NVQ level 3 or equivalent experience in an administrative environment Previous administration experience including effectively communicating via email, telephone, and letter Proven working knowledge of Microsoft Office applications - Windows/Access/Outlook/PowerPoint/Excel Ability to demonstrate empathy to patients, carers, and the public Willing to travel and work across all hospital sites if needed About Us We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this. Our commitment to our staff is to create the best place for them to work, and we are dedicated to: Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can; offering our staff a wide variety of training and development opportunities, to support their personal and career development objectives. UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reaches their true potential, achieves their ambitions and thrives in their work. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. Person Specification Qualifications Essential Good General Education (e.g. GCSE English and Maths A-C/ 9-4) Business Administration NVQ level 3 or equivalent experience in an administrative environment Experience Essential Previous administration experience including effectively communicating via email, telephone, and letter Proven working knowledge of Microsoft Office applications - Windows/Access/Outlook/ PowerPoint/Excel Relevant experience in a patient, public or customer focused role Monitoring of email inboxes, processing emails received, answering the telephone, message taking, and forwarding as appropriate Experience of participating in the delivery and implementation of projects within an agreed timescale Experience of retrieving and manipulating data from a variety of sources Experience of analysing complex data sets and presenting data in a variety of formats Data Protection Act / patient confidentiality Additional Criteria Essential Proficient PC skills which include the ability to maintain a database, record/enter data accurately and generate reports as requested Ability to interpret facts and figures Well organised and able to prioritise workload Well-developed interpersonal and communication skills Excellent time management, prioritisation & organisational skills Able to work to deadlines/targets Able to work under own initiative Able to identify problems and propose solutions or improvements Evidence of ability to work collaboratively with others within a team and the wider organisation Evidence of being resilient in a pressurised work environment Evidence of ability to respond to changing priorities with very little notice and manage workload accordingly 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.