Detailed job description and main responsibilities

Communication 

•        Ensure effective communication and good working relationships with a wide range of staff at all levels of the organisation, including the Executive Directors, Senior Managers, officers and external partners/stakeholders, to ensure that processes and systems are in place for all areas of responsibility.

•        Provide reception duties, including receiving and greeting visitors in a courteous and professional manner and directing visitors as required. 

•        Build and maintain strong influential relationships with internal and external stakeholders.

•        Utilise excellent communication when liaising directly with external organisations, i.e. Health Boards, Local Authorities, educational providers, Welsh Government, staff, or patients etc. to obtain or process requests for information and develop/maintain working relationships.

•        Ensure good customer service by providing a professional and effective service by dealing with queries from service users and staff on the telephone.  Take accurate messages and ensure these are passed onto the appropriate person. To seek support, as required, when dealing with difficult situations or queries beyond own scope of knowledge.

•        Act with tact and diplomacy and discretion when subject nature is sensitive or contentious. Taking action and provide feedback as appropriate, ensuring that messages are relayed, and action is taken.

•        Screening all incoming calls and manage barriers to communication, remaining courteous, polite, and calm when dealing with aggression from members of the public, e.g. in relation to a complaint.

Planning and Design

•        Arrange meetings or appointments, typing/distributing minutes as directed by the Manager.

•        Manage appointment for patients/staff or schedule meeting room bookings and use of IT/VC equipment in the meeting rooms, including uploading of presentations, etc. as required.

Management, Training & Leadership

•        Maintain and improve own knowledge, learning and ability to excel in the role setting an example for others.

•        At all times the post holder will act in a professional, respectful, compassionate, and confidential way.

•        Take every reasonable opportunity to maintain and improve professional knowledge.  Prepare for and take an active part in the PADR process in accordance with the organisation policy.  In partnership with reviewer, identify opportunities

to develop own competence/own skills in order to achieve objectives.

•        Assist in maintaining own and others safety and security and ensure they are up to date with statutory and mandatory training.

Finance and Budget

• Responsible for monitoring and maintenance of office equipment within department, ensuring it remains in working order. Following policy and processes maintain and order stock as directed using the health boards system and maintain logs/records of equipment within the department, stationery ordering and.

Improvement, Monitoring, Policy/Service Development

•        Solve delegated problems logically and make decisions appropriate to the level of the post.

•        Ensure that the reception and waiting areas are welcoming, tidy, and well presented at all times and that notice boards are kept up to date.

•        Make change in own practice and constructively undertake a role in improving the service as agreed, offering suggestions for improving services.

•        Work using initiative and be able to make decisions about the handling of sensitive matters.  Use sound judgement to seek advice or alert the Manager to issues.

•        Maintain up to date knowledge of new and ongoing NHS initiatives or service developments in area of work. Maintain a good understanding of policy issues and be aware of current developments in and across area of responsibility.

•        Ensure own workload is managed effectively to deliver against business priorities in a timely manner.

•        Providing timely and accurate work. Respond positively to change in the working environment and to deal effectively with work pressures when they arise. Support others effectively during times of change and work with others to overcome problems if they arise.

•        Ensure, as far as is reasonably practicable, that correct procedures are followed for staff, visitors and when applicable, contractors accessing the building including routinely maintaining the visitors book and staff sign in sheets.

Digital and Information

•        Maintain records both manually and on computerised systems handling sensitive and confidential information, i.e. staff/patient information or service data Providing and receiving routine information orally, in writing or electronically to inform work.

•        Work competently with the organisations IT systems and keeping up to date with the latest software and technological developments.

•        Ensuring there are robust systems and processes in place for handling administration and support work and implementing and maintain effective office systems making maximum use of technology.

Research Development. Evaluation & Audit

• Assist with audits as requested