About this role
Job summary
Band 4 Single Point of Access (SPA) Senior Administrator
Hours: 37.5 hours per week, Monday to Friday
Shift Pattern: Rotational shifts of 8:00am - 4:00pm and 10:00am - 6:00pm.
Flexibility is required to support the ongoing development of the service, including participation in weekend working as the service evolves.
An exciting opportunity has arisen for an experienced and motivated administrator to join the Senior Administration Leadership Team within the Single Point of Access (SPA).
The SPA is CSH Surreys central Referral Management Centre and the first point of contact for referrals and patients into a range of services. As one of two Senior Administrators, you will play a key role in supporting the day-to-day operational management of the service, leading a team of approximately 11 administrative staff to ensure the delivery of a responsive, efficient, and high-quality referral management and administration service.
Please note that Visa sponsorship is not available for this position. Candidates must possess valid UK right-to-work documentation.
Main duties of the job
Working closely with the Administration Leadership Team and wider operational teams, you will provide day-to-day supervision, support staff development, coordinate workloads, and promote a positive team culture. You will be responsible for quality assurance processes, waiting list management, monitoring performance against key standards, and identifying opportunities to improve processes and patient pathways.
We are looking for an enthusiastic and experienced individual with excellent organisational, communication, and interpersonal skills. You will be confident using a range of IT systems, have a keen eye for detail, and be able to prioritise competing demands within a fast-paced environment. You should be proactive, adaptable, and committed to delivering an excellent service for patients, referrers, and clinical teams.
This is an excellent opportunity for someone who enjoys leading by example, supporting colleagues, and driving continuous improvement within a dynamic and evolving service.
About us
CSH Surrey are part of the NHS and are Surrey's longest established NHS community services provider, so our employees get NHS pay and pensions, and also receive the Fringe High-Cost Allowance of 5%.
Our staff enjoy excellent training and development opportunities, including the care certificate, apprenticeships, numeracy and literacy courses, access to the Nursing Associate programme, and a wide variety of management and leadership courses and programmes.
We CARE about our staff though through our values of Compassion, Accountability, Respect and Excellence. Our active employee council called The Voice, elect employee representatives to ensure colleagues' voices are heard at Board level. CSH is a diverse organisation, if you are a passionate, person-focused individual then apply to join CSH Surrey today!
We welcome candidates from all backgrounds who meet the essential criteria of the job you are applying for and if you require any reasonable adjustments, please contact the named individual for this advert, or our recruitment team.
Job description Job responsibilities
Please review the uploaded Job Description for the full requirements of the role.
Some of the Principle Duties include:
1. Support the Administration Manager in the delivery of services across the locality and in developing CSH Surrey wide standardised administration processes.
2. Participate in the development and up-dating of standard operating procedures (SOPs) for all administrative processes.
3. To plan, co-ordinate and manage the workflow within the wider administration team in collaboration with other senior administrators and the Administration Manager. Acting as the day to day supervisor of a designated group of administrators, monitoring delivery of the workflow, allocating and checking work to ensure an efficient and effective admin service is provided to all clinicians and clinical team managers in a timely manner. Allocating and re-allocating tasks on a daily basis as required as organisational priorities change.
4. Contribute to the process of rota planning and flexible working within the team to ensure that work flow is managed between different tasks on all sites and that reception areas are covered at all times
5. Ensure that all public and professional enquiries are dealt with by the administrative team in an efficient, polite and confidential manner and/or passed onto the relevant member of staff for action.
6. Provide data to inform the staffing plan to recruit & develop admin staff in line with changing business needs and budget, participating in the recruitment tasks; sitting on interview panels and inducting new members of staff.
7. Provide the starters induction and leavers processes of admin personnel; liaising with HR and IM&T as appropriate to ensure that all processes and resource logs are accurately maintained, with assets, resources and access to IT systems managed to information governance and other policy standards.
8. Participate in the communication and information cascade to administrators within the hub via team meetings and other communications methods. And to maintain good communications with clinicians and managers in relation to the administration and customer services provided by the team.
9. Responsible for the formal supervision and performance development reviews of a delegated group of administrators from within the locality, identifying training and skills development needs to feed the training plan devised by the Admin Manager, to ensure that individuals within the admin team have the knowledge and skills required to perform and deliver their specified job tasks.
10. Evaluate, monitor and support the development of skills within the administrative team to enable the full range of tasks to be completed as required. Providing advice and guidance as appropriate and alerting the Admin Manager to any additional support or action required, to achieve the skills gain required.
11. To prioritise and take responsibility for own work load recognise and support colleagues who need guidance and assistance.
12. Support the Admin Manager in the implementation and monitoring of annual leave and absence management processes, statutory and mandatory training attendance and other HR policies for the administration team within the locality. Alerting any issues to the Admin Manager.
13. Maintain securely the personnel records of hub administrators and clinical personnel on behalf of clinical managers, in accordance with the confidentiality policy and data protection act.
14. Maintain emergency contact details for emergency planning and safe working practices of peripatetic staff purposes.
15. To participate in the initial stages of performance management, grievance and discipline procedures, when appropriate.
16. Participate in the investigation of any internal or external complaints relating to the administration service in line with the CSH Surrey complaints policy.
Person Specification
Experience Essential
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment. - Some supervisory experience in a patient/service focused environment delivering services to a number of people and managing workload priorities. - Experience of contributing to the development of teams. - Experience of the delivery of objectives within a constantly changing environment - Experience of change management. - Setting up and using IT data collection formats and databases to produce reports for management information - Knowledge of data protection legislation.
Desirable
Knowledge of business management procedures - Experience of staff supervision to include -Workload management, Setting objectives, Implementing and monitoring performance indicators, Performance reviews/appraisals and Performance management. - Knowledge/experience of HR policies and processes. - Experience of Risk Management. - Involvement in audit and in setting up and monitoring projects/new developments and an understanding of quality issues. - Experience of Understanding of service level agreements and key performance indicators and their correlation to business aims and objectives.
Skills Essential
Ability to act on own initiative and independently within policies and procedures, referring to manager as required. - Intermediate Microsoft Office including Word, Excel, Outlook and PowerPoint. - Advanced keyboard skills for the regular use of computer systems/ able to touch type - Good numeracy skills with ability to interpret and understand financial concepts -Able to identify and implement service improvements working with others to achieve efficiencies - Excellent interpersonal and communication skills, with experience of dealing with people at all levels - Strong organisational skills- able to deliver agreed objectives within an agreed timeframe - Able to manage conflict or/and difficult situations and challenge behaviours to improve performance using influencing and other communication skills - Problem solving skills - Excellent attention to detail.
Desirable
Advanced Microsoft Office
Qualifications Essential
Educated to A level, NVQ level 3, RSA Higher diploma with a good basic education to include maths and English. Or a good basic education to include Maths and English plus evidence of administrative knowledge and skills equivalent to level of qualification
Desirable
Willingness to train/ develop further skills
Personal Attributes Essential
Professional, flexible, positive, persuasive, motivational, diplomatic Pro-active and innovative Team Player
Other Essential
Car Owner/Driver - Ability to travel between bases and other geographical areas - Valid license to drive and access to a car for business use
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 CSH Surrey
Address Woking Community Hospital
Heathside Road
Woking
GU22 7HS
United Kingdom
Employer's website https://www.cshsurrey.co.uk/about-us/about-csh-surrey (Opens in a new tab)