About this role
Job summary
This role is at the heart of our organisations day-to-day operations. As the first point of contact for many of our clients, visitors, and team members, youll play a vital part in creating a welcoming, professional, and efficient environment.
We created this role to support our growing need for reliable, organised, and people-focused administrative support. Youll be joining a team that values collaboration, empowerment, attention to detail, and a proactive approach to problem-solving.
Your work will help ensure that our front-of-house experience reflects the high standards we set across all our services. From managing enquiries and coordinating appointments to supporting internal processes, youll be instrumental in keeping things running smoothly and helping others do their best work.
We know that exceptional care begins with exceptional people. Thats why weve built a specialist interdisciplinary team, who bring not only skill and experience, but real compassion to every interaction. We employ 180+ team members in both clinical positions and in business support roles and we are proud of the culture we have established where all team members share our philosophy, values and dedication to delivering excellent client care.
Our team is united by a common purpose, dedicated to continually learning from one another, and committed to giving their utmost for those we support.
Main duties of the job
As a Senior Administrator at STEPS, you will provide the first point of contact for STEPS clients, visitors, external organisations and suppliers as well as providing vital administrative support for our service. You will support the Admin and Reception team, ensuring that correct process are carried out and enabling them to deliver excellent standards to Clients, guests and the wider team. You will work as part of a wider inter-disciplinary team with collective responsibility for delivering first-class service in rehabilitative care aligned with STEPS values and behaviours.
We invest and nurture the development of our team, and through training, shared learning, and research, we give them the tools to grow, stay inspired, and remain at the forefront of their area of work.
We provide the tools and support individuals need to challenge themselves and push their recovery to its fullest potential, empowering them not only to recover but to thrive.
About us
At STEPS Rehabilitation, our mission is to enable individuals to reach their fullest potential following catastrophic injury or illness, through expert, compassionate, and cutting-edge rehabilitation. We deliver bespoke, evidence-based therapies, led by an exceptional interdisciplinary team, to achieve the highest standards of recovery and life quality.
We build strong partnerships with clients, their families, and external professionals from the outset ensuring rehabilitation programmes, discharge planning, communication, and support are seamless from day one.
As a nationally recognised, multi-award-winning residential centre for neurological and complex trauma rehabilitation, we welcome individuals aged 16 and over from across the UK and beyond.
Our work sets benchmarks in clinical excellence, innovation, and research in neurorehabilitation.
Our philosophy
We believe recovery is a truly collaborative journey, involving not only each individual but also their families and friends, who support their efforts every step of the way. We engage everyone as much as they wish in this process.
By harnessing each persons unique drive and determination, alongside our clinical expertise, unwavering care, and a blend of cutting-edge technologies, traditional therapies, and comprehensive residential rehabilitation, we strive to achieve the best possible outcomes.
Job description
Job responsibilities
Provide day-to-day support and guidance to the Admin and Reception team, including helping with induction and training.
Act as the first point of contact for routine admin queries and issues, escalating concerns where needed.
Help manage workloads and priorities across the team to make sure service needs are covered.
Support rota planning and annual leave to maintain appropriate reception and admin cover.
Lead regular team catch-ups and keep communication flowing across the department.
Act as the main link between the Admin and Reception team and the Continuous Improvement Manager, with daily check-ins on priorities, workload and any issues requiring support.
Keep the Continuous Improvement Manager updated on service pressures, emerging issues and team support needs.
Support audits, quality reviews, compliance checks and any follow-up actions.
Maintain high standards of admin accuracy, record keeping and compliance with organisational policies and procedures.
Identify practical ways to improve admin processes and support the introduction of new systems and ways of working.
Help maintain consistent standards of service across the team and escalate risks or concerns promptly.
To provide a professional, courteous and prompt first point of contact for clients, visiting families, guests and external visitors.
To be responsible for providing a client-centred reception service which;
- Deals with all enquiries appropriately, referring issues which cannot be resolved immediately by referring to the correct team member
- Maintains appropriate call and action logs
- Ensures that the correct processes are followed for client and guest sign in and sign out, including making sure people are aware of the correct site safety procedures
- Carries out all start and end of day processes for reception
- Ensures that the reception area and the admin office is kept tidy and presentable at all times
- Takes delivery and sign for packages and post
- Takes cash/card payments from clients and team members when necessary
- Books taxis for clients and visitors when requested or agreed by a STEPS team member according to the relevant procedures
To provide additional administrative support as appropriate, for example;
- Typing up clinical notes as required
- Input client timetables
- Raise Invoices
- Order clinical supplies, stationery and other equipment as requested
Leadership & STEPS Values
To comply with STEPS policies and procedures at all times
To maintain client confidentiality at all times whilst carrying out duties. To ensure confidentiality of information in respect of records maintained and tasks undertaken
To effectively communicate using a variety of styles that demonstrates the values and behaviours of STEPS.
To communicate with people clearly and in a manner and at a level and pace appropriate to their abilities, preferences and beliefs.
To be respectful of a clients dignity at all times and develop effective relationships with clients, their families, carers, the interdisciplinary team.
Person Specification
Experience
Essential
- Excellent communication skills both written and verbal, and ability to adapt communication style according to different needs
- Proficient in the use of Microsoft Applications (e.g. Excel and Word)
- A good understanding of dealing with client confidentiality, data protection, and GDPR
- Previous experience working in customer service or reception setting
- Previous leadership experience within administration
- Excellent organisational skills and ability to prioritise effectively under pressure
- Clear awareness and understanding of excellent customer services
- Ability to work flexibly with others in a team environment
Desirable
- Comfortable with day to day excel operations & efficiency
- Knowledge of Data Protection Regulations in the UK & client confidentiality principles
- Experience of working within a clinical setting
- Experience using workplace integrated AI (Co Pilot or Claude) to streamline workflows
Qualifications
Essential
- Maths and English GCSE
- Customer Service / Business Administration Qualification
Desirable
- Degree or other higher education.
Supporting Information
Essential
- Please tell us why you would like to join the STEPS team and any additional information that demonstrates to us the skills and qualities that you would bring to this role. This can include relevant skills, knowledge, experience, voluntary activities and training etc. If relevant to the post for which you are applying you should include details about research experience, publications or poster presentation and clinical audit.
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
STEPS Rehabilitation
Address
Alexander House
30 Troutbeck House
Sheffield
S7 2QA
United Kingdom
Employer's website
https://www.stepsrehabilitation.co.uk/ (Opens in a new tab)