Norfolk Community Health and Care NHS Trust

Admin Service Manager

The closing date is 09 November 2025

Job summary

To work collaboratively with all admin team lead colleagues and business support managers for Admin Operations and Childrens Services. To lead, line manage, motivate and supervise administration staff at different levels with responsibility for effective workforce planning. To lead on and support with the delivery of effective and efficient administration services across all Trust operational administration teams.

To lead in areas of change including reviewing and updating processes; working closely with both administration and health colleagues to deliver a quality service. Partnering with our clinical service operations to provide a resilient and quality service that meets the needs of patients and service delivery. To participate in operational and strategic meetings to build positive relationships across the Trust and to promote partnership working with the administration service

Main duties of the job

Line Manage up to 40 members of staff over various teams
Manage absence and staff performance in line with Trust policy
To ensure admin teams have enough cover to support service delivery and the patient pathway
Review and update administrative systems and processes in line with service expectations
To be a delegate budget manger ensuring all pay and non-pay each month is correct
To review and manage incidents within the administration service
To build working relationships with the clinical teams the admin services support
Oversee effective waiting line management in line with KPI's and an 18 week patient pathway

About us

Find out more about working for our organisation here:

https://heyzine.com/flip-book/2565ae62eb.html

Please note, the selection processes at Norfolk Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn't accurately reflect their skills.

Date posted

03 November 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year per annum

Contract

Secondment

Working pattern

Full-time

Reference number

839-7572972-AB

Job locations

Norwich Community Hospital

Norwich

NR2 3TU

Job description

Job responsibilities

Key Areas of Responsibility

Organisational

To be accountable for the management and monitoring of defined outcomes within own area of work. To include Healthroster, absence management, recruitment and retention, identifying the best use of resource and building resilience.

To assess operational delivery against locally agreed outcomes and escalate any relevant concerns, proactively problem solving to identify possible solutions

Day to day line management and supervision of Admin and Clerical Band 2, 3 and 4 staff across a wide range of roles, including work allocation when necessary.

Liaise with a range of staff, service users and external partners and communicate complex, sensitive, and distressing information across service pathways.

Review administrative systems and processes, developing policies and proposing and implementing improvements to working practices and procedures in line with relevant KPI requirements and patient pathways.To audit work as requested.

Delegated responsibility for clearly defined projects and consultations where there is no significant commercial or financial impact

Monitor personnel activity across the region, ensuring that as far as possible, the admin and clerical workload is covered across all the sites / locations on a daily basis and during planned or unplanned absence. There may be a requirement to help cover these posts.

Conducting appraisals for Admin and Clerical staff; assessing training needs and instigating appropriate action. Maintaining mandatory training records and ensuring staff are compliant.

Recording and monitoring of staff sickness and annual leave and other absence, completion of payroll documents and responsibility for ensuring that personal files are maintained and up to date.

Managing staff performance issues, dealing with first level grievances, disciplinaries and handling complaints.

To review and manage Datix ensuring learning is shared with the relevant teams

As an authorised signatory, manage and review a delegated budget, identifying potential problems and proposing solutions. Verify and authorise admin and clerical claims, overtime, annual leave etc.

Organise, plan and attend admin and clerical team meetings, cascade information and discuss issues.

Lead on recruitment, selection and induction of Admin and Clerical staff.

To oversee effective waiting list management where appropriate in line with KPIs and the 18-week patient pathway

To build close working relationships in partnership with our clinical service leads to build knowledge and understanding of each area.

To build a resilient workforce across all teams

Professional

To demonstrate good customer care and communication skills when communicating with the public and with other health care professionals, overcoming barriers to understanding.

. To lead on the induction and probation of new starters, temporary staff and apprentices.

To lead and encourage the development of individual staff members and teams

To use a range of software programs and systems to produce, maintain and distribute documents including reports; to manage performance, create spread sheets, databases and presentations. This includes the administration and maintenance of stand alone systems, including staff access management

To understand a range of work procedures and practices, some of which are non- routine, and to work flexibly with all clinical services providing comprehensive administrative support. This will involve travel to other sites.

To work proactively to problem solve and identify possible solutions, acting on these as appropriate within the required timescales

To undertake a range of administrative duties including production of reports, forms, letters and notices; maintaining schedules and diaries; organising and chairing meetings, making room bookings and arranging room layout and equipment and other reasonable duties as required.

Undertaking absence reporting and managing absence. Monitoring and recording mandatory training and managing compliance..

To be committed to working within a changing environment, responding positively to new demands and changes, and to be an active team member recognising potential problems, and escalating these and any constructive ideas for improvement on to the appropriate person.

To set up and maintain comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date, and that filing is carried out in a timely and accurate manner.

To be responsible for the efficient use of office equipment and supplies. To undertake ordering of office supplies, requisitioning, and receipting goods and services on NHS procurement systems and carrying out research into goods and services as required.

To report maintenance, cleaning and health and safety issues in line with current procedures, keeping the line / site manager informed at all times.

To implement policies for own work area and propose changes as necessary.

It is the post-holders responsibility to ensure that they have undertaken all mandatory training, in line with the Trusts policies and procedure.

To attend and lead team meetings that maybe on site or virtual. This may include travel to other sites

To develop in specialist areas of interest relevant to role