Job summary
An exciting opportunity has arisen for a dynamic, motivated and professional senior administrator to join the PALS & Complaints Team at University Hospitals Bristol and Weston NHS Foundation Trust. This position is offered on a full-time basis, with supervision of our existing small team of administrators. The post holder will be responsible for dealing with telephone calls, triaging all new enquiries to the service and managing the administrative processes within the department, as well as managing their own caseload of PALS Enquiries and Concerns.
If you are able to work well under pressure and enjoy dealing directly with people, we would like to hear from you. You will need to have experience of working in a busy customer focused role, which includes dealing with difficult and challenging enquiries. In return we can offer you a role where no two days are the same and enables you to improve the experience of patients, visitors and carers who use our services.
Main duties of the job
To provide a high level of customer service to patients, relatives and visitors who may need information or advice about Trust and hospital services. To support and signpost people with concerns or queries to ensure timely resolution of issues.
The post holder will be required to work in a busy and demanding environment and should be able to work without direct supervision and to exercise initiative. The ability to multi-task is also essential.
To provide information and advice to patients and carers on the NHS complaints procedure and, subject to their choice, assist and support clients in making a complaint or refer them to appropriate independent advocacy services.
To supervise the day-to-day operation of administration functions to maintain provision of high-quality services and effective working relationships, including supporting a team of administrators and taking operational responsibility for the allocation of work.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential
- Good standard of general education at GCE/GCSE level or equivalent, including English Language and Mathematics
- Able to meet person specification for the role
Desirable
- NVQ Level 3/4 in Business Administration or similar subject
Knowledge and Experience
Essential
- Able to demonstrate a good understanding of NHS Complaint Regulations
- Ability to work effectively with all levels of staff, including senior managers
- Good understanding of Data Protection Act and Information Governance requirements
- Experience of working in a complaints / customer service role, including dealing with difficult situations / contentious issues
- Significant experience in an administrative role, including data entry
- Experience of staff supervision
Desirable
- Experience of working in the NHS / healthcare sector
- Experience in a public facing role
- Experience of using Datix
- Experience of working a PALS or NHS Complaints service
Skills and Abilities
Essential
- Good working knowledge of Microsoft Office systems, specifically Outlook, Word and Excel and database applications
- High level of written and verbal communications skills, including experience of drafting correspondence and emails
- Advanced keyboard skills
- High level of organisational skills, with ability to prioritise workload and work with frequent interruptions
- Ability to be tactful and to empathise and be sensitive in handling patients, their representatives, and all staff groups
- Able to ensure confidentiality is maintained at all times and sharing of information is done in accordance with Trust policies and procedures
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.
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 .
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 .
Employer details
Employer name
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address
Bristol Royal Infirmary - A206
Upper Maudlin Street
Bristol
BS2 8HW