Receptionist @ Devon Partnership NHS Trust

Job summary

The Brook is a new purpose-built specialist inpatient unit based at Langdon Hospital in Dawlish, which opened in summer 2025. It supports adults with a Learning Disability and or Autism who are experiencing a co-occurring mental health condition. The service provides high-quality, compassionate care within a modern, purpose-built environment, working closely with patients, families, carers, community teams and partner agencies to support safe and effective care.

The Receptionist/Business Support Administrator plays an essential role in the smooth running of The Brook. As the first point of contact for visitors, professionals, staff and telephone enquiries, the postholder helps create a welcoming, professional and supportive front-of-house environment. The role also provides vital administrative support to the wider team, helping to ensure that day-to-day systems, communication and service processes run efficiently.

Main duties of the job

Welcoming visitors to The Brook in a courteous, calm and professional manner.

Answering and directing telephone calls, taking clear messages and responding appropriately to enquiries.

Supporting the day-to-day running of the reception area and helping to maintain a safe, organised and welcoming environment.

Providing general administrative support to the clinical and management teams, including preparing documents, maintaining records and supporting communication across the service.

Assisting with meetings where required, including room bookings, agenda preparation, note taking and distribution of minutes.

Supporting patient and ward administration processes, including ordering supplies and helping with finance related tasks where appropriate.

Maintaining confidentiality and handling sensitive information in line with Trust policies and procedures.

Working flexibly as part of the wider administration team to support service continuity and cover essential tasks.

About us

About Devon Partnership Trust

We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.

We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do

Our values

We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.

We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.

Job description Job responsibilities

Job Purpose

Administration services underpin all of our clinical activity at Devon Partnership NHS Trust, which means our dedicated and enthusiastic administration workforce is vital to the delivery of first class care.

The Receptionist role is an essential and pivotal post within the team. They will be expected to provide a high quality and effective reception and administrative support service that promote good customer service and effective working relationships. The Reception area of any service is the first and often the last point of contact for both visitors and people who use our services and as such it is necessary to encourage a welcoming, helpful and friendly professional environment.

Duties and Responsibilities

The post holder has a key role in providing administrative support across the full range of services that utilise buildings, including the smooth running of the office environment, front of house functions and administrative and secretarial support to operational staff as required.

Responsible for front of house reception duties and dealing with queries, that may necessitate in researching information to facilitate the outcome of the query.

Frequent communication with vast range of services and individuals, building a wide network of contacts and developing professional relationships with both services within the building and those based elsewhere.

The first point of contact for all telephone calls to the teams within the building.

Use of a variety of manual and computerised systems that include room booking calendars, patient records and processes for recording postal systems.

Signposting staff and visitors to appropriate appointments, contacting teams/individuals to inform them of visitors arrival and ensuring that there is a timely response.

Responsible for the reception area, which ensures information available in reception is up to date, in good supply, is easily accessible and is professionally displayed.

To ensure that all communication is within the boundaries of patient confidentiality and to seek guidance when unsure.

The Receptionist will be the point of contact for emergency situations, they may be required to provide administrative coordination by a Senior Manager during an alert, recording calls and logging responses. (Training will be given).

The role will involve the coordination and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative systems.

Communication and Working Relationship Skills

To exchange factual information with people who use our services using persuasion tact, reassurance empathy and acknowledging barriers to understanding.To document information in accordance with record keeping standards.The postholder will often be the first point of contact and the focal point of services; therefore clear communication skills are required.To ensure that any information relating to safety of people who use our services and others is communicated immediately to senior team members.Communicate with patients concerning their appointments, including car parking arrangements as well as signposting patients to the correct area.Deal with enquiries from relatives and the public. Communication with staff on work procedures and external agencies on behalf of the service. Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective and contemporary. Produce clear and accurate written correspondence (including the composition of adhoc routine letters) eg letters, memos.Point of contact for emergency situations taking lead from Senior ManagerCoordinate the reporting/ordering process for breakages, faults, stationary and other building related activitiesTo provide effective communication with people who use our services, relatives and carers, visitors, staff and others.To ensure that all communication is within the boundaries of patient confidentiality and to seek guidance when unsure.To manage both telephone and face to face contacts with distressed people who use our services in a supportive manner.

Analytical and Judgemental Skills

Judgement involving facts or situations, some requiring analysis. Resolves problems relating to appointments for example where room booking issues may arise, Make judgements on how to respond to patient/visitor enquiries. Keep appropriate statistical records/information as and when required by the team/service for audit purpose. Provide statistical returns when required which may involve entering statistical data onto data bases.Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside level of competency or authority to line manager.

Planning and Organisational Skills

Proactively plan ahead using multiple calendars and information given from services and individuals relating to their activities.Implement planned actions and response, including items such as visits from Regulators, fire drill and coordinating interviews and communicate changes to building occupants as appropriate. Contribute to the smooth running of the Reception area and systems including management of generic email accounts and electronic and paper filing systems as well as other forms of correspondence.Prioritise own tasks, exercising a degree of independence, initiative and judgement.

Responsibility for Patient/Client Care, Treatment and Therapy

Provide non clinical advice, information to patients/clients/relatives. Deal with telephone calls/visits to reception from patients.Maintain confidentiality of any client information at all times and comply with all aspects of the Data Protection Act.

Responsibility for Policy and Service Development Implementation

Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work.Adhere to all Trust and departmental policies and procedures relating to their role. Comply with local administrative procedures. Participate in local review of administration services.

Responsibility for Finance, Equipment and Other Resources

The post holder will order stationery and other necessary items for the team via the procurement system. Process incoming goods via postal systemsHandles patients cash and valuables; may be required to order and maintain stationery and stores stocks; may be responsible for petty cash float.Maintain the safe keeping of Trust property. Any concerns regarding misuse shall be raised immediately with the Trust Counter Fraud Specialist.Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business. Ensuring minimal waste and cost. Suggest efficiency savings to more senior staff.

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

The postholder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction.

Responsibility for Information Resources and Administrative Duties

Process incoming mail, maintaining record of Special and Recorded Deliveries.Maintain and monitor service/department staff records, eg annual leave, training and personal contact information and proactively support cover arrangements in times of absence as required.Process outgoing mail (including courier service).Provide administrative support where required.Make travel bookings including Taxi and patient transport arrangements, making appropriate recordings.The post holder will be partly responsible for ensuring accurate and up to date data is recorded onto electronic records systems, and that this information is communicated with the team and other professionals as required.

Responsibility for Research and Development

Undertake surveys or audits, as necessary to own work.

Freedom to Act

Work is managed rather than supervised.Accountable for own actions manager is available for reference.Prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of post holders level of competency or authority to line manager.

Any Other Specific Tasks Required

Provide cover for colleagues when and where necessary. Work pattern will be predictable.Participate in any induction training and professional development opportunities. The duties of this post may vary from time to time without changing the general character of the post of level of responsibility. Duty of Candour you must adhere to the principles of openness, transparency and the statutory duty of candour in your day to day work and conduct and encourage the same behaviours within the wider organisation.All employees must adhere to the policy on the protection and use of personal information which provides guidance on the use of disclosure of information.The Trust also has a range of policies which outline the appropriate use of computer equipment and computer generated information. All employees are expected to meet the requirements of these policies.

Person Specification

Knowledge and Skills Essential

Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook. Working knowledge of a range of administrative procedures including diary management and arranging appointments Experience or understanding of creating electronic records, electronic filing systems Electronic data base management. Ability to manage diverse workload whilst dealing with frequent interruptions Ability to meet deadlines and to work under pressure Exceptional organisational skills and ability to prioritise Ability to work both independently and as part of a team Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking Knowledge of our business and how it supports patient care Communication and Working Relationship Skills Excellent verbal and written communication skills, in person, on the telephone and electronically. Ability to take and convey clear messages Good interpersonal skills Able to deal confidentially and tactfully with people at all levels. Experience in dealing with people in distress in a calm and confident manner Ability to recognise when other communication aids may be needed Willingness to embrace new ways of working/changes

Experience Essential

Excellent organisational skills. Ability to prioritise workload and adapt to change when required Previous experience of working within an administrative or secretarial team Experience of dealing with confidential and complex information Ability to take accurate formal and informal minutes Demonstrate good numeracy and literacy skills Previous experience of working in a Healthcare or Social Care administrative setting Understanding and respect of confidentiality in the workplace

Qualifications Essential

Customer Service/Receptionist qualification to Level 3 or equivalent experience in practice GCSE English or equivalent Evidence of continuing professional and personal development

Desirable

ICDL (International Computer Driving License), or equivalent experience

Experience Essential

Excellent organisational skills. Ability to prioritise workload and adapt to change when required Previous experience of working within an administrative or secretarial team Experience of dealing with confidential and complex information Ability to take accurate formal and informal minutes Demonstrate good numeracy and literacy skills Previous experience of working in a Healthcare or Social Care administrative setting Understanding and respect of confidentiality in the workplace.

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.

Employer details Employer name Devon Partnership NHS Trust

Address Devon Partnership NHS Trust

The Brook

Langdon Hospital

Dawlish

Devon

EX7 0NR

United Kingdom

Employer's website https://www.dpt.nhs.uk/ (Opens in a new tab)