Job summary
We are seeking a highly organised and motivated Volunteer Services Administrative Officer to support the delivery of an efficient, high-quality volunteer service across the University Hospitals of Northamptonshire (UHN) Group, comprising Northampton General Hospital NHS Trust (NGH) and Kettering General Hospital NHS Foundation Trust (KGH).
Working across both hospital sites, the postholder will play a key role in ensuring that volunteers are effectively deployed to enhance patient and visitor experience. You will be responsible for managing volunteer rotas (including desks, guides, buggy drivers, runners, and response roles), coordinating administrative processes for recruitment and onboarding, and maintaining accurate volunteer data through our management system, Better Impact.
This is a dynamic and rewarding role requiring exceptional communication skills, strong attention to detail, and the ability to prioritise a varied workload. The successful candidate will demonstrate a proactive and professional approach, working collaboratively with volunteers, coordinators, and clinical and non-clinical departments to ensure the smooth running of the Volunteer Services function.
Main duties of the job
You will be responsible for managing volunteer rotas (including desks, guides, buggy drivers, runners, and response roles).
Liaise with Volunteer Coordinators to identify service gaps and ensure appropriate volunteer allocation.
Provide comprehensive administrative support to the Volunteer Services team, including data entry, record management, and responding to enquiries from internal and external stakeholders.
Act as a first point of contact for Volunteer Services enquiries, exercising sound judgement to provide appropriate information or escalation.
Maintain high professional standards, confidentiality, and customer service at all times.
Support the end-to-end administrative process of volunteer recruitment, ensuring compliance with NHS standards and safeguarding requirements.Assist in coordinating recruitment campaigns and onboarding sessions, ensuring new volunteers receive accurate induction information and required training.
Act as the primary administrator for the Better Impact volunteer management system, ensuring data accuracy, compliance monitoring, and effective recording of information.
Support the creation of promotional materials and communications for internal and external audiences using Canva or similar tools.Although the role will be primarily based on one site, cross-site working between NGH and KGH is required.
About us
University Hospitals of Northamptonshire is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with Northampton General Hospital NHS and Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds.This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description
Job responsibilities
The position will be managing the volunteer rota's (desks/guides/buggy/runners/response) to ensure our volunteers are supporting our patients throughout the hospital.
Act as the point of contact for dealing with routine enquiries made to Volunteer Services department using judgement and decision making to ensure outcome of communication is satisfactory. This will include liaising with other team members and or Volunteers as appropriate.
Ensure office standards are adhered to; ensuring a high level of professional, empathy and exceptional customer service at all times.
To liaise directly with clinical, non clinical areas and external organisations to ensure volunteering opportunities are effectively advertised and promoted.
Ensure communication to clinical/non clinical areas is effective and clearly identifies what tasks canbe undertaken by a volunteer and what is inappropriate.
High level of IT literacy and attention to detail with the ability to analyse data to produce graphs and presentations.
Production and interpretation of monthly reports of the utilisation of volunteers and identify actions taken to improve performance.
Extract data from the management software package to produce graphs and presentations for the Head of Volunteer Services to present to stakeholders.
Manage and communicate a wide range of information, some of which will be sensitive andComplex relating to patient information and needs.
Support the coordinators in the management of the volunteers when needed.
Provide general administrative services as required by Volunteer Services.
To continually develop the onboarding process for new volunteers and ensure it includes all mandatory information.
Attend meetings, as required to ensure effective communication with all the service users and volunteer services are represented.
Maintain accurate and up to date training records for all volunteers to give assurance that compliance is adhered to in line with trust policy.
Provide timely collection and delivery of paperwork throughout the Trust on a regular basis which will involve frequent visits to clinical/ non clinical areas.
Prepare papers and complete necessary documentation for meetings/recruitment days.
Provide group cross-cover within team during absence.
Support with the weekly rotas of volunteer cover within the Trust.
Arrange/Support the induction for volunteers on their first shift and make any reasonable adjustments if required.
Act as the point of contact with HRSC for progress of volunteer applications and attend weekly progress meetings.
Plan for situations which are known; and to be able to re-prioritise work and accommodate.
To monitor the charitable funds within the department and support with the Fundraising Group.
to ensure sufficient funds are available for future purchases. Monitor and review the fundraising.
group in Volunteer services ensuring that budget is adhered to and that funds are appropriately spent.
Be able to work flexibly when required, including the occasional evening/weekend working if needed (this will be agreed with the appropriate amount of notice).
Deal with concerned patients, relatives, carers and visitors with tact, patience and discretion especially when conveying sensitive information.
Ensure confidentiality is maintained in all communications and that documents and othersensitive information are secure at all times.
Whilst the post is predominantly based on one site, this is a group position and there will be the requirement to work cross site when needed.
Job description
Job responsibilities
The position will be managing the volunteer rota's (desks/guides/buggy/runners/response) to ensure our volunteers are supporting our patients throughout the hospital.
Act as the point of contact for dealing with routine enquiries made to Volunteer Services department using judgement and decision making to ensure outcome of communication is satisfactory. This will include liaising with other team members and or Volunteers as appropriate.
Ensure office standards are adhered to; ensuring a high level of professional, empathy and exceptional customer service at all times.
To liaise directly with clinical, non clinical areas and external organisations to ensure volunteering opportunities are effectively advertised and promoted.
Ensure communication to clinical/non clinical areas is effective and clearly identifies what tasks canbe undertaken by a volunteer and what is inappropriate.
High level of IT literacy and attention to detail with the ability to analyse data to produce graphs and presentations.
Production and interpretation of monthly reports of the utilisation of volunteers and identify actions taken to improve performance.
Extract data from the management software package to produce graphs and presentations for the Head of Volunteer Services to present to stakeholders.
Manage and communicate a wide range of information, some of which will be sensitive andComplex relating to patient information and needs.
Support the coordinators in the management of the volunteers when needed.
Provide general administrative services as required by Volunteer Services.
To continually develop the onboarding process for new volunteers and ensure it includes all mandatory information.
Attend meetings, as required to ensure effective communication with all the service users and volunteer services are represented.
Maintain accurate and up to date training records for all volunteers to give assurance that compliance is adhered to in line with trust policy.
Provide timely collection and delivery of paperwork throughout the Trust on a regular basis which will involve frequent visits to clinical/ non clinical areas.
Prepare papers and complete necessary documentation for meetings/recruitment days.
Provide group cross-cover within team during absence.
Support with the weekly rotas of volunteer cover within the Trust.
Arrange/Support the induction for volunteers on their first shift and make any reasonable adjustments if required.
Act as the point of contact with HRSC for progress of volunteer applications and attend weekly progress meetings.
Plan for situations which are known; and to be able to re-prioritise work and accommodate.
To monitor the charitable funds within the department and support with the Fundraising Group.
to ensure sufficient funds are available for future purchases. Monitor and review the fundraising.
group in Volunteer services ensuring that budget is adhered to and that funds are appropriately spent.
Be able to work flexibly when required, including the occasional evening/weekend working if needed (this will be agreed with the appropriate amount of notice).
Deal with concerned patients, relatives, carers and visitors with tact, patience and discretion especially when conveying sensitive information.
Ensure confidentiality is maintained in all communications and that documents and othersensitive information are secure at all times.
Whilst the post is predominantly based on one site, this is a group position and there will be the requirement to work cross site when needed.
Person Specification
Education, Training & Qualifications
Essential
- Educated to GCSE level or equivalent level of education, training or experience
- NVQ3, RSA2 or equivalent experience or qualifications
- IT Skills - Microsoft office package including advanced excel, Word, PowerPoint
- Knowledge of Better Impact or Equivalent Management Software Database
Knowledge & Experience
Essential
- Experience of data entry, including advanced keyboard skills
- Excellent written and verbal communication skills
- Excellent interpersonal and organisational skills with the ability to communicate effectively
- IT Skills - Microsoft office package including advanced excel, Word, PowerPoint
- Experience of working in a busy office environment.
- Ability to produce graphs from statistics taken from systems/software
Desirable
- Knowledge and experience of working within the NHS
Skills
Essential
- Plan and organise tasks including arranging interviews , appointments and diary commitments
- Excellent interpersonal and organisational skills with the ability to communicate effectively
- Must be able to work as part of a team
- Accuracy and attention to details
- Organisational skills and the ability to work methodically and prioritise
- Ability to cope under pressure with periods that require high levels of concentration
- Able to maintain confidentiality at all times
- Experience of analysing and interpreting data in order to make informed decisions
Person Specification
Education, Training & Qualifications
Essential
- Educated to GCSE level or equivalent level of education, training or experience
- NVQ3, RSA2 or equivalent experience or qualifications
- IT Skills - Microsoft office package including advanced excel, Word, PowerPoint
- Knowledge of Better Impact or Equivalent Management Software Database
Knowledge & Experience
Essential
- Experience of data entry, including advanced keyboard skills
- Excellent written and verbal communication skills
- Excellent interpersonal and organisational skills with the ability to communicate effectively
- IT Skills - Microsoft office package including advanced excel, Word, PowerPoint
- Experience of working in a busy office environment.
- Ability to produce graphs from statistics taken from systems/software
Desirable
- Knowledge and experience of working within the NHS
Skills
Essential
- Plan and organise tasks including arranging interviews , appointments and diary commitments
- Excellent interpersonal and organisational skills with the ability to communicate effectively
- Must be able to work as part of a team
- Accuracy and attention to details
- Organisational skills and the ability to work methodically and prioritise
- Ability to cope under pressure with periods that require high levels of concentration
- Able to maintain confidentiality at all times
- Experience of analysing and interpreting data in order to make informed decisions
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 (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).
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.
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).
