Job summary
We are recruiting a Guest Relations Manager to manage the reception and administrative services Outpatients within Private Care in Chelsea. Ensuring a responsive and caring reception and administration service to our patients and health care teams you will have experience of managing a team delivering customer service at the highest level. You will need to work flexible shifts from 0745 to 2000 Monday to Friday.
Main duties of the job
Lead a team providing excellent customer service, ensuring efficient and patient-focused reception and administrative services within the Private Care Outpatients department in Chelsea. Manage all administrative needs to ensure patients receive a world-class and responsive service.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
Supervise Guest Relations Officers/Reception & Administrators, ensuring efficient administration processes. Conduct performance appraisals, set objectives, manage local recruitment, and handle staff management in line with Trust policies. Approve leave, arrange rotas, and ensure service coverage at all times. Manage sickness, bank holidays, and general changes in health rosters, and approve monthly payroll submissions.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
Supervise Guest Relations Officers/Reception & Administrators, ensuring efficient administration processes. Conduct performance appraisals, set objectives, manage local recruitment, and handle staff management in line with Trust policies. Approve leave, arrange rotas, and ensure service coverage at all times. Manage sickness, bank holidays, and general changes in health rosters, and approve monthly payroll submissions.
Person Specification
Attainments
Essential
- Educated to Degree level or equivalent
- Customer Care training or experience
Desirable
- AMSPAR qualification or equivalent
Experience
Essential
- Previous experience as a highly effective Team Leader
- Excellent interpersonal skills
- Experience managing challenging/conflict situations
- Ability to handle sensitive information confidentially
- Evidence of good leadership qualities
- Experience leading and managing staff
- Experience training and developing junior staff
Desirable
- Experience in a hospital or healthcare environment
- Experience providing a private care service
- Experience within a cancer setting
Job Related Skills
Essential
- Full range of IT skills
- Excellent communication skills
- Ability to make decisions, organise, and prioritise workload
- Ability to work pro-actively with senior management and staff
Desirable
- Ability to use Royal Marsden HIS/EPR system
Personal Skills
Essential
- Commitment to self-development
- Commitment to exceptional customer service and patient experience
- Confident problem solver
- Commitment to promoting equality and diversity
- Ability to deliver clear and concise information
- Ability to work effectively within a team
Person Specification
Attainments
Essential
- Educated to Degree level or equivalent
- Customer Care training or experience
Desirable
- AMSPAR qualification or equivalent
Experience
Essential
- Previous experience as a highly effective Team Leader
- Excellent interpersonal skills
- Experience managing challenging/conflict situations
- Ability to handle sensitive information confidentially
- Evidence of good leadership qualities
- Experience leading and managing staff
- Experience training and developing junior staff
Desirable
- Experience in a hospital or healthcare environment
- Experience providing a private care service
- Experience within a cancer setting
Job Related Skills
Essential
- Full range of IT skills
- Excellent communication skills
- Ability to make decisions, organise, and prioritise workload
- Ability to work pro-actively with senior management and staff
Desirable
- Ability to use Royal Marsden HIS/EPR system
Personal Skills
Essential
- Commitment to self-development
- Commitment to exceptional customer service and patient experience
- Confident problem solver
- Commitment to promoting equality and diversity
- Ability to deliver clear and concise information
- Ability to work effectively within a team
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.
