Job summary
Are you an organised, people-focused leader with a background in customer service and facilities management?
The Facilities Department is seeking a dynamic and proactive Reception Supervisor to oversee the daily operations of our Facilities Reception team in Sutton. This is an exceptional opportunity to join a world-renowned organisation committed to pioneering advancements in cancer care.
As a key part of the Trust's Facilities department, you will play a critical role in supporting our patients, staff, and visitors by ensuring the delivery of seamless, professional, and responsive reception services. You'll be instrumental in driving continuous improvement and innovation, upholding our steadfast commitment to exceptional patient care.
Main duties of the job
Key Responsibilities:
- Supervise and support Facilities Reception teams primarily based at Sutton, ensuring high-quality service to all stakeholders. Flexibility to work in Chelsea may be required.
- Oversee staff performance, training, and development, fostering a supportive and positive work environment.
- Ensure operational resilience through effective planning, staffing, and task prioritisation.
- Manage administrative processes related to reception services, including key management, ID pass issuance, and accommodation and locker allocation.
- Support emergency preparedness and continuity of operations, including major incident response.
What We're Looking For:
- Experience in a customer-focused environment, ideally within the NHS or healthcare setting.
- Proven supervisory experience, including team leadership and workload management, across multiple sites.
- Strong organisational skills, with the ability to manage multiple priorities and adapt to evolving needs.
- Excellent communication skills, capable of engaging effectively with a diverse range of stakeholders.
- IT proficiency, particularly in Excel and database management.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
Responsible for staff supervision of all members of reception teams at both sites and oversight of their daily work patterns. Proactively manage team performance, all HR issues, staff sickness, annual leave, objective setting, risk assessment, training and development and appraisals ensuring these are in line with the Trust processes and procedures. Responsible for department cover between the hours of 07.00 19:00 Monday Friday Sutton. To ensure that each member of the Reception Team staff are following the correct procedures for issuing of master keys, security codes and ld. passes for internal staff, locums and contractors. Inputs, verifies and signs off (as appropriate) monthly manpower returns. Ensures all Department functions have adequate resources for service levels to be maintained, distributing workload fairly, using own judgment to prioritize where necessary. Assists with the recruitment process for new staff, ensuring new recruits meet the requirements of the job description.
Job description
Job responsibilities
Responsible for staff supervision of all members of reception teams at both sites and oversight of their daily work patterns. Proactively manage team performance, all HR issues, staff sickness, annual leave, objective setting, risk assessment, training and development and appraisals ensuring these are in line with the Trust processes and procedures. Responsible for department cover between the hours of 07.00 19:00 Monday Friday Sutton. To ensure that each member of the Reception Team staff are following the correct procedures for issuing of master keys, security codes and ld. passes for internal staff, locums and contractors. Inputs, verifies and signs off (as appropriate) monthly manpower returns. Ensures all Department functions have adequate resources for service levels to be maintained, distributing workload fairly, using own judgment to prioritize where necessary. Assists with the recruitment process for new staff, ensuring new recruits meet the requirements of the job description.
Person Specification
Education/Qualifications
Essential
- Educated to Diploma level or equivalent or management experience in a similar role
- Business Administration qualification or a management experience in a similar role.
- Customer Service qualification
Experience
Essential
- Experience of working within a customer focused service environment
- Experience of office or reception administration including the development of administrative processes
- Ability to operate independently in respect of workload management and problem solving
- Dealing with queries by email, phone and face to face in a timely, professional and effective manner.
- Investigating and resolving complex queries
- Ability to create, manipulate and review data to inform operational decisions
- Front line experience of supervising a team, working to pressurized deadlines.
- Experience of working within the NHS
- Experience in supervising an agile workforce
- Experience in working across multi-site.
Person Specification
Education/Qualifications
Essential
- Educated to Diploma level or equivalent or management experience in a similar role
- Business Administration qualification or a management experience in a similar role.
- Customer Service qualification
Experience
Essential
- Experience of working within a customer focused service environment
- Experience of office or reception administration including the development of administrative processes
- Ability to operate independently in respect of workload management and problem solving
- Dealing with queries by email, phone and face to face in a timely, professional and effective manner.
- Investigating and resolving complex queries
- Ability to create, manipulate and review data to inform operational decisions
- Front line experience of supervising a team, working to pressurized deadlines.
- Experience of working within the NHS
- Experience in supervising an agile workforce
- Experience in working across multi-site.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
