Management Support Officer

Job description

Job responsibilities

The Administration Services Team Leader will take responsibility for the operation of a section of the administrative service, acting as line manager for the whole section (supported by Administration and Business Support Coordinators).

The Administration Services Team Leader will provide specialist advice to the administrative service in a specialist portfolio area.

The post holder will be a team player and will actively contribute to continuous service improvement activities, including the maintenance and improvement of quality to ensure that services are delivered with customer focus.

Key result areas

1. Responsibility for communication and relationships

Responsible for developing and maintaining relationships through excellent communication, explaining and justifying a point of view objectively to a broad range of internal and external stakeholders.

Responsible for understanding the needs of the internal and external stakeholders and keeping them in mind and informed when taking actions or making decisions, in an effort to meet and, where possible, exceed requirements and expectations. .

Ask clarifying questions to gain a clear understanding of complex information and convey this information in a way that can be easily understood by people with different levels of knowledge and understanding about the topic.

Provide effective, direction and advice to both internal and external stakeholders and colleagues, delivering timely and accurate information and giving clear explanations where the nature of the information is potentially complex.

Responsible for maintaining effective communication with senior managers, ensuring they are made aware of priority issues. Negotiating compromises where service expectations do not match the level of service that can be offered.

Responsible for keeping senior managers across the organisation updated of the status of large and complex assignments, or similar, via formal and informal communications.

Report through agreed reporting lines on progress e.g. workflow, demand, performance statistics, etc

Responsible for resolving enquiries from colleagues, internal and external stakeholders promptly and providing a timely response to emails and external enquiries.

Deliver bad news to service users and other stakeholders both internal and external in a tactful manner when necessary (e.g. when approval is delayed or rejected conveying the potentially complex reasons in a simplified way in order to overcome barriers to understanding).

Tactfully handle service user complaints, escalating to line manager only when necessary.

Use persuasive skills to resolve conflicts in a prompt, calm and constructive manner, e.g. over work priorities and agree mutually acceptable outcomes to minimise delays to customers.

Liaise with wider team members regarding business support tasks negotiating deadlines for pieces of work as and when appropriate.

Maintain strict confidentiality in the pursuance of all work

Write proposals, briefings, presentations and reports as required supporting stakeholder user groups, meetings and senior managers.

Ensure that documents conform to LCH formatting standards, are well presented and that effective, version control applied. Maintain templates and update documents as needed.

Actively seek out and share experience to develop understanding and knowledge of own work and of teams business area.

The post holder will engage with a range of stakeholders both internal and external which may vary dependent on role.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent experience.
• Proficiency in software packages to an intermediate level: Microsoft Outlook, Word, Excel, PowerPoint, Access, SharePoint and Microsoft Teams.
• European Computer Driving Licence or equivalent experience

Desirable

• Advanced user level of Outlook, Microsoft Word, Excel,
• PowerPoint, Access, SharePoint & Microsoft Team packages
• Chartered Management Institute (CMI) Level 6 in Management and Leadership.

Skills and Attributes

Essential

• Substantial experience of office management and senior support.
• Experience of providing administrative support to teams in a large environment.
• Detailed understanding of how to coordinate and administer meetings and appointments, including experience of producing minutes and action logs.
• Willingness to learn and develop advanced skills in relevant working area.
• Capable of managing own workloads and meeting tight deadlines negotiated with line manager and/or external stakeholders.
• Proven ability to work collaboratively in a dispersed team and encouraging team cohesiveness through sharing information and expertise, working together to solve problems, and putting team success first.
• Be interested and positive about what senior managers and the team are trying to achieve.
• Remain positive and focused on achieving outcomes despite setbacks.
• Take ownership of problems in own area of responsibility.
• Proven ability of being proactive, taking action independently whilst supporting the work area.
• Proven ability to work flexibly and well under pressure by planning and organising workloads whilst managing multiple tasks simultaneously and efficiently.
• Must be willing to travel to locations other than contracted base as and when required by LCH.

Desirable

• Ability to motivate others to deliver to timescales for the benefit of all.
• Ability to negotiate delivery and timescales to meet overall needs.
• Confident communicator with people from all backgrounds and at all levels.
• Experience of working to formal good practice service management methods.
• Experience of working in the public sector e.g. NHS.

Experience

Essential

• Knowledge of the importance of information governance.
• Working knowledge of administration processes and systems.
• Experience of ordering supplies in line with procurement procedures.
• Understanding of financial processes and procedures including the coding of invoices with knowledge of financial controls and audit procedures.

Desirable

• Knowledge of the terminology used within the health and social care system.
• Knowledge of software applications and databases
• used for managing documents, with knowledge of records management techniques.

Employer details

Employer name

Leeds Community Healthcare NHS Trust

Address

Building 3 White Rose Park

Millshaw Park Lane

Leeds

LS11 0DL

Employer's website

https://www.leedscommunityhealthcare.nhs.uk/join-our-team1/ (Opens in a new tab)