Job summary
In this role you will be supporting the Facilities Customer Service Manager in the planning and co-ordination of the activities of the Reception and General Office Teams. Maintaining and enhancing customer relationships and meeting organisational and operational objectives.
Ensuring that the highest standards are achieved and maintained throughout the departments, and provide a hands-on approach to motivate, train and encourage all staff.
You must have:
- Excellent verbal and written communication skills
- Excellent IT skills (Microsoft Office)
- Excellent attention to detail
- A customer-orientated approach
- The ability to manage competing priorities
- Experience of managing staff
- Experience of working with an outsourced parking company
You should have the ability to work under your own initiative with little supervision.
Main duties of the job
Duties will include:
- Liaising with the external parking company
- Overseeing General Office/Reception duties including:
- Car Park Administration
- Production of ID Badges
- Reimbursement of patient travel expenses
- Handling patient property
- Cash handling
- All aspects of managing staff including:
- Appraisals
- Disciplinary meetings
- Rotas
- Training
- Return to Work meetings & subsequent sickness reviews
About us
One of the largest Trusts in East Anglia, East Suffolk and North Essex NHS Foundation Trust (ESNEFT) provide hospital and community health services to people living across a wide geographical area. We deliver care from two main hospitals in Colchester and Ipswich, six community hospitals and in patients' own homes. You will be joining a team of over 11,000 amazing colleagues providing care to 800,000 residents.
Along with supporting you to achieve your career goals we offer a generous pension scheme, 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health & Wellbeing programme offer a range of services including mental health support. We offer a range of flexible working opportunities.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which do not work or cause time delays for our staff and patients.
Please ensure you read the attached information regarding Covid vaccination requirements.
Job description
Job responsibilities
Purpose of Role/Key Responsibilities:
This means specific accountability to:
- Support and oversee the efficient administration of General Office/Welcome Desk services to patients, visitors and staff, ensuring services are carried out in a timely and efficient manner assisting where necessary
- Communicate with understanding and diplomacy with patients, carers, relatives and the general public who may be distressed and/or have difficulty in understanding
- Oversee and assist where necessary General Office/Reception duties including:
- Assisting both staff and public visiting the General Office re patients property/valuable lost property. This includes dealing sympathetically with relatives collecting deceased patients property
- Receive, sign and record patients property and liaise with Ward staff, Registration Officers and other Finance staff
- Daily receive list of deceased patients to check any patients property held and liaise with Bereavement office for collection by relatives.
- Reimbursement of patient travel expenses in line with the Trusts policies and procedures
- Liaise with the parking management company, maintaining the car parking database to ensure permits are processed in a timely manner, dealing with queries in relation to parking charge notices, the whitelisting of staff, visitor and contractors vehicles
- Attend meetings in relation to car parking administration
- Monitor and respond to emails in Personal, General Office and Travel Plan mail boxes
- Take photographs and process staff ID Badges and administer on Access Control System
- Open, deliver and collect departmental post and date stamp
- Ordering stationary
- Filing
- Photocopying
- Recorded mail
- Receive, count and sign car park tins delivered by G4S
- Processing and receipting Trust fund requests on Integra
- Completing income sheets for petty cash, patients monies, patient travel expenses, car parking fees
- Record all cheques and cash received including charitable donations and prepare for banking, ensuring adequate documentation is received with cash/cheques especially those pertaining to Charitable Fund income
- Arrange creation of and reimburse departmental floats as appropriate
- Monitor cash levels in change machines and re-stock as necessary
- Collect/empty and reconcile Ultrasound machine in Maternity and telephone box takings in Outpatients, South and Garrett Anderson Receptions and prepare cash for banking
- Responsible for complying with Trust Mandatory Training policies and guidelines
- To develop policies and protocols for own work area, proposing changes which impact across all ESNEFT sites
- To work with senior management, company staff/customers and the car park management or security contractor to formulate and implement a comprehensive car park management strategy
- To liaise with a variety of internal and external stakeholders
- Maintain daily performance standards and where appropriate undertake immediate corrective action to prevent the potential for Datixs being raised against the Service
- To ensure that staff are presentable and conduct themselves in an appropriate manner at all times.
- Complete weekly rotas and the allocation of overtime ensuring the most efficient and effective deployment and utilisation of resources and keeping to within budget
- Carry out appraisals, disciplinary meetings, Return to Work meetings and subsequent sickness reviews and ensure mandatory training is complete
- Identify and provide relevant training to develop and achieve the highest standards
- To provide cover for all colleagues as required ensuring service continuity at all times
- To attend training courses as required. This may require travelling
- Arrange, assist and deliver training to teams
- To carry out all recruitment and selection within the teams
Please see attached job description for full details
Job description
Job responsibilities
Purpose of Role/Key Responsibilities:
This means specific accountability to:
- Support and oversee the efficient administration of General Office/Welcome Desk services to patients, visitors and staff, ensuring services are carried out in a timely and efficient manner assisting where necessary
- Communicate with understanding and diplomacy with patients, carers, relatives and the general public who may be distressed and/or have difficulty in understanding
- Oversee and assist where necessary General Office/Reception duties including:
- Assisting both staff and public visiting the General Office re patients property/valuable lost property. This includes dealing sympathetically with relatives collecting deceased patients property
- Receive, sign and record patients property and liaise with Ward staff, Registration Officers and other Finance staff
- Daily receive list of deceased patients to check any patients property held and liaise with Bereavement office for collection by relatives.
- Reimbursement of patient travel expenses in line with the Trusts policies and procedures
- Liaise with the parking management company, maintaining the car parking database to ensure permits are processed in a timely manner, dealing with queries in relation to parking charge notices, the whitelisting of staff, visitor and contractors vehicles
- Attend meetings in relation to car parking administration
- Monitor and respond to emails in Personal, General Office and Travel Plan mail boxes
- Take photographs and process staff ID Badges and administer on Access Control System
- Open, deliver and collect departmental post and date stamp
- Ordering stationary
- Filing
- Photocopying
- Recorded mail
- Receive, count and sign car park tins delivered by G4S
- Processing and receipting Trust fund requests on Integra
- Completing income sheets for petty cash, patients monies, patient travel expenses, car parking fees
- Record all cheques and cash received including charitable donations and prepare for banking, ensuring adequate documentation is received with cash/cheques especially those pertaining to Charitable Fund income
- Arrange creation of and reimburse departmental floats as appropriate
- Monitor cash levels in change machines and re-stock as necessary
- Collect/empty and reconcile Ultrasound machine in Maternity and telephone box takings in Outpatients, South and Garrett Anderson Receptions and prepare cash for banking
- Responsible for complying with Trust Mandatory Training policies and guidelines
- To develop policies and protocols for own work area, proposing changes which impact across all ESNEFT sites
- To work with senior management, company staff/customers and the car park management or security contractor to formulate and implement a comprehensive car park management strategy
- To liaise with a variety of internal and external stakeholders
- Maintain daily performance standards and where appropriate undertake immediate corrective action to prevent the potential for Datixs being raised against the Service
- To ensure that staff are presentable and conduct themselves in an appropriate manner at all times.
- Complete weekly rotas and the allocation of overtime ensuring the most efficient and effective deployment and utilisation of resources and keeping to within budget
- Carry out appraisals, disciplinary meetings, Return to Work meetings and subsequent sickness reviews and ensure mandatory training is complete
- Identify and provide relevant training to develop and achieve the highest standards
- To provide cover for all colleagues as required ensuring service continuity at all times
- To attend training courses as required. This may require travelling
- Arrange, assist and deliver training to teams
- To carry out all recruitment and selection within the teams
Please see attached job description for full details
Person Specification
Experience
Essential
- Experience and passion for creating a positive customer experience
- Experience of working in a public sector (NHS, local authority or educational) organisation or in a range of community settings
- Experience of managing staff
Qualifications
Essential
- A good general education to A Level standard
- NVQ in Customer Service or similar qualification
Desirable
Knowledge and Skills
Essential
- Knowledge and experience of working with an outsourced parking company
- The ability to communicate and negotiate effectively with a wide range of people and professionals, both internally and externally
- Good attention to detail
- IT literate: competent using the full MS Office pack, undertake market research and able to efficiently find information in the online environment
Desirable
- Knowledge of budget management and driving financial saving at organisational level
- Keen to develop new opportunities and continue to develop own career
Person Specification
Experience
Essential
- Experience and passion for creating a positive customer experience
- Experience of working in a public sector (NHS, local authority or educational) organisation or in a range of community settings
- Experience of managing staff
Qualifications
Essential
- A good general education to A Level standard
- NVQ in Customer Service or similar qualification
Desirable
Knowledge and Skills
Essential
- Knowledge and experience of working with an outsourced parking company
- The ability to communicate and negotiate effectively with a wide range of people and professionals, both internally and externally
- Good attention to detail
- IT literate: competent using the full MS Office pack, undertake market research and able to efficiently find information in the online environment
Desirable
- Knowledge of budget management and driving financial saving at organisational level
- Keen to develop new opportunities and continue to develop own career
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.
