Job summary
To provide a comprehensive administrative support service to the Complaints team and the Head of Customer Service.
Main duties of the job
You will be responsible for providing effective and efficient clerical and administrative support to the Head of Customer Service and the Complaints Team.
Action incoming and outgoing post and Complaints email inbox by filtering to the Team Leaders for Complaints.
Distribute complaints satisfaction surveys and entering results from Equality, Diversity and Inclusion Forms on to the system.
You will also support arranging meetings through gaining staff availability, booking rooms and sending diary invites as needed as well as preparing meeting packs as required.
You will conduct general administrative duties such as making stationery requests.
You will be required to work as part of a team and provide cross cover during periods of staff planned or unplanned absence in line with the needs of the service, to provide efficient and effective administration support to the Complaints department and the Head of Customer Service.
General administrative duties: scanning and printing documents, providing regular reports using the departmental database and Excel.
Please see Job Description for full details.
About us
MFT is England's largest NHS Trust with a turnover of £2.5bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- RSA level 2 or equivalent relevant secretarial/administrative experience
Experience
Essential
- Minimum of 12 months recent reception, secretarial or administration experience
- Experience of working in a customer care environment
- Previous recent experience of typing a variety of documents including letters and reports.
- Experience of record keeping
Desirable
- 2 years administration experience
- Previous experience of working within a NHS or Healthcare environment
Skills
Essential
- Good computer and keyboard skills including knowledge and experience of using Microsoft Office packages
- Good customer care and communication skills and the ability to deal with sensitive information and situations.
- Excellent organisational and time management skills
- Able to work on your own initiative without direct supervision and prioritise own work load
Desirable
- Knowledge of the NHS Complaints and PALS Procedures
Personal Attributes
Essential
- To be able to work as part of a team
- Accuracy and attention to detail
- Ability to work under pressure
Person Specification
Qualifications
Essential
- RSA level 2 or equivalent relevant secretarial/administrative experience
Experience
Essential
- Minimum of 12 months recent reception, secretarial or administration experience
- Experience of working in a customer care environment
- Previous recent experience of typing a variety of documents including letters and reports.
- Experience of record keeping
Desirable
- 2 years administration experience
- Previous experience of working within a NHS or Healthcare environment
Skills
Essential
- Good computer and keyboard skills including knowledge and experience of using Microsoft Office packages
- Good customer care and communication skills and the ability to deal with sensitive information and situations.
- Excellent organisational and time management skills
- Able to work on your own initiative without direct supervision and prioritise own work load
Desirable
- Knowledge of the NHS Complaints and PALS Procedures
Personal Attributes
Essential
- To be able to work as part of a team
- Accuracy and attention to detail
- Ability to work under pressure
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.
