The successful applicant: will provide a professional and courteous service to a range of service users, liaising with patients, carers, families, health professionals and other organisations. will be expected to respond appropriately to unexpected and challenging situations which may include contact with patients in emotional situations maintaining a calm and professional approach supporting and coaching others to do so. has a requirement to manage and escalate issues and risks as appropriate. will liaise with colleagues, patients/clients and/or external contacts handling complex messages and complaints including sensitive information to help the team/service run efficiently and effectively. will be expected to adapt communication and use different communication methods according to diverse range of patient/client/customer needs and situations. create written/electronic correspondence including bespoke letters. be responsible for maintaining awareness of developments/priorities at work. line manages, trains and mentors colleagues/new staff, conducting regular one to one meetings and provide wellbeing and emotional support, performance management and professional development. Enhanced and effective communication skills required with a range of stakeholders: Internal: To be able to use effective verbal communication on a daily basis with: Consultants and their teams Secretaries Nursing staff Clerical staff TSDFT management staff To be able to use effective written communication skills in producing grammatically correct and legible letters/notes/emails in correspondence with: Consultants and their teams Secretaries Nursing staff Clerical staff TSDFT management staff External: To be able to use effective verbal and written communication skills in providing both medical and non-medical information to: GP practices Healthcare at Home Other Trusts both in and out of Devon