Job summary
An exciting position is available for a Travel & Transport Advisor within our Estates directorate. This post will require an individual who is knowledgeable of local travel options in order to best support our staff and visitors with planning their journeys to and from our sites. The ideal candidate has a passion for promoting and encouraging the uptake of sustainable transport modes as we work to reduce our single occupancy car use through behaviour change initiatives. This role will work closely with the Travel & Transport Manager to deliver its Travel Plan and Green Plan objectives and support the transition of staff moving sites as part of the transformational programme taking place at the hospital.
Main duties of the job
To provide a high-quality, wide-ranging service, for the travel & transport team within the Estates directorate.
To provide professional and efficient customer service when receiving and dealing with all enquires, face to face, over the telephone and emails.
To support staff, contractors, patient and visitors with their Travel & Transport needs to include advice and information on journey planning.
Promotion and administration of sustainable transport incentives and schemes offered at UHD. Including event supporting
Ensure information and promotional material is kept up to date and relevant to users including the transport pages of the UHD internet and intranet.
Data collection, monitoring and analysing.
About us
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.
UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
This means that some services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions at interview.
Please note if a role or service relocates as part of a planned move, excess mileage will not be reimbursed. Travel from home to the new work base will be classed as a normal commute. Any other changes will be managed under relevant Trust or national terms and conditions.
This post is part of the Estates service that UHD may transfer to an NHS 'wholly owned subsidiary'; the proposed date of transfer is October 2025. This is an exciting opportunity to join a developing, expanding, organisation with a strong commitment to NHS values and putting patients first. The NHS wholly owned subsidiary will continue to offer NHS AFC T&Cs to current employees who transfer in October as well as to new employees recruited after that date.
Job description
Job responsibilities
General Duties
- Provide a face-to-face counter presence during advertised opening hours to ensure a consistent and reliable service for staff, contractors, patients and visitors.
- Monitor the dedicated travel phone line and mailbox and respond to queries in a professional and timely manner.
- Provide personalised travel planning advice to staff, patients & visitors, using online resources and local knowledge to tailor the options to meet the customers needs.
- Promote the various travel & transport initiatives and schemes at UHD to encourage behaviour change and nudges towards sustainable travel options.
- Co-ordinate events and activities to raise awareness of sustainable transport modes and initiatives being offered at UHD.
- Perform administrative duties relating to transport schemes, to include facilitating bookings, monitoring uptake, keeping records, auditing processes, collating data and reporting trends.
- To be an operational point of contact between UHD and external service providers
- Work with the communications team to create, maintain and update content on the intranet and external websites to ensure information is easy to find, correct and relevant to the audience.
- Manage stock levels and handle payments for the sale of promotional items including travel passes, DLocks and bicycle lights.
- To have a good knowledge and understanding of travel and transport modes and offers locally
- To have a good knowledge of sustainability issues and wider environmental concerns which may relate to the role
Communication and Working Relationship Skills
- Able to communicate with a wide range of customers and effectively tailor communication styles to suit the situation.
- To be able to communicate with sensitivity and empathy with patients and visitors who may be facing difficult and emotional circumstances.
- Able to apply discretion and tact, to situations whilst maintaining confidentiality and data privacy at all times.
- Maintain positive relationships with colleagues from across the trust to meet demands of the role and find appropriate solutions to issues through collaborative working.
- Liaise with external suppliers to support day to day activities and maintain effective working relationships.
To escalate complaints or queries which require senior response to the Travel & Transport Supervisor or Manager.
Analytical and Judgemental Skills
- To complete data entry administrative duties and maintain KPI spreadsheets on transport initiatives.
- Able to analyse operational data to identify trends or highlight areas of concern.
- Able to create reports and present data to a suitable level using microsoft packages (including word, excel and powerpoint).
- To support the wider Sustainability Green Plan by recording and analysing travel emission data.
Planning and Organisational Skills
- Able to effectively plan and manage own workload.
- Work with the wider Travel & Transport team to share tasks and effectively manage duties between all staff.
- To manage periods of annual leave alongside the rest of the team to ensure continuity and resilience of service.
- Prioritise work efficiently and effectively, ensuring consistent service provision within the parameters of a busy department and a demanding workload.
Responsibility for Patient/Client Care, Treatment and Therapy
- Provide advice to patients and visitors regarding transport and parking options at the site. Support patients and visitors with obtaining concessionary parking arrangements.
- Liaise with a high volume of patients/visitors often under emotionally difficult circumstances and work with them to achieve positive outcomes.
Responsibility for Policy / Service Development
- Undertake audits and surveys as necessary in relation to site operations.
- May be required to provide input/comment on the development of work processes and projects relative to area of work.
- Follows Trust and local policies and Procedures as necessary to own work.
- To be proactive in highlighting areas for improvement or identifying where resources can be saved by streamlining and/or changing processes and policies.
Responsibility for Finance, Equipment and Other Resources
- Responsible for ordering and maintaining stock levels of active travel items and equipment.
- Processing of payments for active travel items using the internal card machine.
- Managing an asset register for keys issued out for bike storage areas and lockers. Key management processes may include signing keys in/out, auditing usage, re-ordering lost keys, processing deposit payments and refunds.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
- Support with on-the-job training of any new team members as required. Usually carried out through shadowing
Responsibility for Information Resources and Administrative Duties
- To ensure accuracy in the inputting of information and data
- Responsible for the correct disposal of online and physical materials of a confidential nature.
- Ensures all paperwork in filed correctly and can be accessed as required.
- Maintain effective and professional communication with both staff and managers at all levels.
- Ensuring all work and conversations adhere to trust policy and GDPR.
Responsibility for Research and Development
- Produce reports from various databases for managers.
- Undertake audits and compile information relating to statistics and data gathered.
- To review data and identify trends or patterns which can be used to proactively respond to behaviour change initiatives.
Freedom to Act
- Making administrative decisions in the absence of the supervisor.
- Working on own initiative.
- To work autonomously within the team and work flexibly to meet the needs of the service.
Mental, Physical, and Emotional Effort
- The post holder can be put under emotional pressure dealing with patients and their families who find themselves going through a challenging time.
- The post holder may be required to explain policy decisions to staff who are dissatisfied with these, including parking permit allocation.
- This role requires continual use of computer visual display unit (VDU) to and carry out day to day processes, requiring prolonged periods of concentration and being seated.
- Working on own initiative, ensuring excellent communication is maintained with internal operational colleagues, management, wider trust staff, members of the public, external contractors and scheme partners from outside organisations.
- Required to work to deadlines.
Any Other Specific Tasks Required
Being in a front of house role, there may be enquiries at the desk which relate to general hospital information or wayfinding. Whilst each site will have a dedicated reception team to answer these, a good overall knowledge of the site will be expected to be maintained.
Job description
Job responsibilities
General Duties
- Provide a face-to-face counter presence during advertised opening hours to ensure a consistent and reliable service for staff, contractors, patients and visitors.
- Monitor the dedicated travel phone line and mailbox and respond to queries in a professional and timely manner.
- Provide personalised travel planning advice to staff, patients & visitors, using online resources and local knowledge to tailor the options to meet the customers needs.
- Promote the various travel & transport initiatives and schemes at UHD to encourage behaviour change and nudges towards sustainable travel options.
- Co-ordinate events and activities to raise awareness of sustainable transport modes and initiatives being offered at UHD.
- Perform administrative duties relating to transport schemes, to include facilitating bookings, monitoring uptake, keeping records, auditing processes, collating data and reporting trends.
- To be an operational point of contact between UHD and external service providers
- Work with the communications team to create, maintain and update content on the intranet and external websites to ensure information is easy to find, correct and relevant to the audience.
- Manage stock levels and handle payments for the sale of promotional items including travel passes, DLocks and bicycle lights.
- To have a good knowledge and understanding of travel and transport modes and offers locally
- To have a good knowledge of sustainability issues and wider environmental concerns which may relate to the role
Communication and Working Relationship Skills
- Able to communicate with a wide range of customers and effectively tailor communication styles to suit the situation.
- To be able to communicate with sensitivity and empathy with patients and visitors who may be facing difficult and emotional circumstances.
- Able to apply discretion and tact, to situations whilst maintaining confidentiality and data privacy at all times.
- Maintain positive relationships with colleagues from across the trust to meet demands of the role and find appropriate solutions to issues through collaborative working.
- Liaise with external suppliers to support day to day activities and maintain effective working relationships.
To escalate complaints or queries which require senior response to the Travel & Transport Supervisor or Manager.
Analytical and Judgemental Skills
- To complete data entry administrative duties and maintain KPI spreadsheets on transport initiatives.
- Able to analyse operational data to identify trends or highlight areas of concern.
- Able to create reports and present data to a suitable level using microsoft packages (including word, excel and powerpoint).
- To support the wider Sustainability Green Plan by recording and analysing travel emission data.
Planning and Organisational Skills
- Able to effectively plan and manage own workload.
- Work with the wider Travel & Transport team to share tasks and effectively manage duties between all staff.
- To manage periods of annual leave alongside the rest of the team to ensure continuity and resilience of service.
- Prioritise work efficiently and effectively, ensuring consistent service provision within the parameters of a busy department and a demanding workload.
Responsibility for Patient/Client Care, Treatment and Therapy
- Provide advice to patients and visitors regarding transport and parking options at the site. Support patients and visitors with obtaining concessionary parking arrangements.
- Liaise with a high volume of patients/visitors often under emotionally difficult circumstances and work with them to achieve positive outcomes.
Responsibility for Policy / Service Development
- Undertake audits and surveys as necessary in relation to site operations.
- May be required to provide input/comment on the development of work processes and projects relative to area of work.
- Follows Trust and local policies and Procedures as necessary to own work.
- To be proactive in highlighting areas for improvement or identifying where resources can be saved by streamlining and/or changing processes and policies.
Responsibility for Finance, Equipment and Other Resources
- Responsible for ordering and maintaining stock levels of active travel items and equipment.
- Processing of payments for active travel items using the internal card machine.
- Managing an asset register for keys issued out for bike storage areas and lockers. Key management processes may include signing keys in/out, auditing usage, re-ordering lost keys, processing deposit payments and refunds.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
- Support with on-the-job training of any new team members as required. Usually carried out through shadowing
Responsibility for Information Resources and Administrative Duties
- To ensure accuracy in the inputting of information and data
- Responsible for the correct disposal of online and physical materials of a confidential nature.
- Ensures all paperwork in filed correctly and can be accessed as required.
- Maintain effective and professional communication with both staff and managers at all levels.
- Ensuring all work and conversations adhere to trust policy and GDPR.
Responsibility for Research and Development
- Produce reports from various databases for managers.
- Undertake audits and compile information relating to statistics and data gathered.
- To review data and identify trends or patterns which can be used to proactively respond to behaviour change initiatives.
Freedom to Act
- Making administrative decisions in the absence of the supervisor.
- Working on own initiative.
- To work autonomously within the team and work flexibly to meet the needs of the service.
Mental, Physical, and Emotional Effort
- The post holder can be put under emotional pressure dealing with patients and their families who find themselves going through a challenging time.
- The post holder may be required to explain policy decisions to staff who are dissatisfied with these, including parking permit allocation.
- This role requires continual use of computer visual display unit (VDU) to and carry out day to day processes, requiring prolonged periods of concentration and being seated.
- Working on own initiative, ensuring excellent communication is maintained with internal operational colleagues, management, wider trust staff, members of the public, external contractors and scheme partners from outside organisations.
- Required to work to deadlines.
Any Other Specific Tasks Required
Being in a front of house role, there may be enquiries at the desk which relate to general hospital information or wayfinding. Whilst each site will have a dedicated reception team to answer these, a good overall knowledge of the site will be expected to be maintained.
Person Specification
Skills
Essential
- oExcellent verbal and written communication skills
- oAble to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks
- oGood keyboard skills requiring high percentage of accuracy
- oAble to use a range of IT programmes to a high standard including Microsoft packages
- oAble to learn new internal software systems quickly with training
- oWillingness to undertake training to improve skill base or adapt to changing circumstances
Knowledge
Essential
- oKnowledge of travel plans and their importance within an organisational environment
- oKnowledge of local transport offers
Desirable
- oKnowledge of sustainability and environmental concerns relating to transport activities
Qualifications
Essential
- oNVQ Level 3 in Customer Service / Management of Administration or equivalent knowledge base
- oGood General Education to GCSE level or equivalent proven experience in a similar role
Experience
Essential
- oExperience of assisting customers with travel & transport related arrangements.
- oExperience of working in a customer facing role in a busy environment.
- oExperience of leading on or supporting behaviour change initiatives
- oExperience of clerical duties in office/administration environment or customer service
- oExperience of working under pressure
- oExperience of updating and maintaining a departmental database, ensuring information is accurate and up to date.
- oExperience of producing reports from databases
Desirable
- oPrevious large organisational experience
- oPrevious NHS administration experience
- oExperience of supporting events aimed at promoting schemes and initiatives to staff
- oPrior cash handling experience
Personal Attributes
Essential
- oAbility to exercise own initiative and act independently when dealing with enquiries/or disputes
- oAbility to work flexibly and under pressure
- oAbility to priorities workload, and plan and organise own time effectively
- oConfidence in working with members of the public/patients and staff often in challenging circumstances
- oAbility to deal with distressing situations in a calm and helpful manner.
- oAble to follow instructions and carry out tasks to policy
- oGood interpersonal and communication skills, able to build strong relationships with colleagues at all levels
- oOpen and responsive to change
- oAbility to work as part of a busy team
- oApproachable, tactful and diplomatic
- oPositive and enthusiastic approach to duties, always willing to go the extra mile for patients
- oAble to influence others by being passionate and knowledgeable of topics relating to sustainable transport
Desirable
- oInterest in working in the healthcare sector/NHS environment
Language
Essential
- Able to speak English as necessary to undertake the role in both written and verbal communication
Person Specification
Skills
Essential
- oExcellent verbal and written communication skills
- oAble to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks
- oGood keyboard skills requiring high percentage of accuracy
- oAble to use a range of IT programmes to a high standard including Microsoft packages
- oAble to learn new internal software systems quickly with training
- oWillingness to undertake training to improve skill base or adapt to changing circumstances
Knowledge
Essential
- oKnowledge of travel plans and their importance within an organisational environment
- oKnowledge of local transport offers
Desirable
- oKnowledge of sustainability and environmental concerns relating to transport activities
Qualifications
Essential
- oNVQ Level 3 in Customer Service / Management of Administration or equivalent knowledge base
- oGood General Education to GCSE level or equivalent proven experience in a similar role
Experience
Essential
- oExperience of assisting customers with travel & transport related arrangements.
- oExperience of working in a customer facing role in a busy environment.
- oExperience of leading on or supporting behaviour change initiatives
- oExperience of clerical duties in office/administration environment or customer service
- oExperience of working under pressure
- oExperience of updating and maintaining a departmental database, ensuring information is accurate and up to date.
- oExperience of producing reports from databases
Desirable
- oPrevious large organisational experience
- oPrevious NHS administration experience
- oExperience of supporting events aimed at promoting schemes and initiatives to staff
- oPrior cash handling experience
Personal Attributes
Essential
- oAbility to exercise own initiative and act independently when dealing with enquiries/or disputes
- oAbility to work flexibly and under pressure
- oAbility to priorities workload, and plan and organise own time effectively
- oConfidence in working with members of the public/patients and staff often in challenging circumstances
- oAbility to deal with distressing situations in a calm and helpful manner.
- oAble to follow instructions and carry out tasks to policy
- oGood interpersonal and communication skills, able to build strong relationships with colleagues at all levels
- oOpen and responsive to change
- oAbility to work as part of a busy team
- oApproachable, tactful and diplomatic
- oPositive and enthusiastic approach to duties, always willing to go the extra mile for patients
- oAble to influence others by being passionate and knowledgeable of topics relating to sustainable transport
Desirable
- oInterest in working in the healthcare sector/NHS environment
Language
Essential
- Able to speak English as necessary to undertake the role in both written and verbal communication
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.
