Administrative Support Officer
4 weeks ago
Job Summary
We are seeking a highly motivated and organized individual to join our PALS & Complaints Team at University Hospitals Bristol and Weston NHS Foundation Trust (UHBW). As an Administrative Support Officer, you will be responsible for providing administrative support to the team, handling telephone calls, emails, and enquiries, and maintaining accurate records.
Main Responsibilities
- Support the PALS & Complaints Team by providing administrative support, including data entry, filing, and maintaining accurate records.
- First point of contact for all initial telephone calls, emails, and enquiries, providing excellent customer service and responding to queries in a timely manner.
- Communicate effectively with all enquirers and Trust staff at all levels, maintaining confidentiality and diplomacy when dealing with sensitive information.
- Triage telephone calls and written enquiries, taking full details to ensure that the PALS & Complaints Officers are able to investigate the issues raised and respond within agreed timescales.
About Us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. We are committed to delivering excellent care to our patients and are proud to be a digital exemplar, committed to improving patient care through innovation and research.
Person Specification
Essential
- Experience of working in a secretarial or administrative role, with a proven track record of providing excellent customer service.
- Experience of working in a busy and varied customer-focused role, with regularly changing priorities.
- Experience of using and maintaining agreed systems and procedures.
Desirable
- Experience of using CareFlow and Datix databases.
Skills and Abilities
Essential
- Empathetic and able to communicate effectively with people at all levels.
- Flexible approach to work, with the ability to prioritize workload and work under pressure.
- Ability to work cohesively within a small team and independently, using own initiative.
- Meticulous attention to detail and ability to maintain high levels of diplomacy and confidentiality.
Desirable
- Working knowledge of hospital terminology and knowledge and understanding of NHS complaints legislation.
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