Administration Service Manager (Specialist Children's Services)

Job overview

An exciting secondment/fixed term opportunity has arisen for an enthusiastic, dynamic and motivated Band 5 Administration Service Manager to join the Children’s Administration team for Specialist Children’s Services.

The post is responsible for leading and developing Children’s Services administration teams, ensuring the delivery of high-quality, efficient, and patient-focused support services across the Trust. Working collaboratively with clinical, operational, and administrative colleagues, the role provides leadership in workforce planning, service improvement, and change management, while fostering strong partnerships to support effective service delivery and positive outcomes for children, young people, and their families.

Main duties of the job

To lead, line manage, motivate and supervise administration staff at different levels with responsibility for effective workforce planning. To lead on and support with the delivery of effective and efficient administration services across all Trust operational administration teams.

To lead in areas of change including reviewing and updating processes; working closely with both administration and health colleagues to deliver a quality service. Partnering with our clinical service operations to provide a resilient and quality service that meets the needs of patients and service delivery. To participate in operational and strategic meetings to build positive relationships across the Trust and to promote partnership working with the administration service.

• Line Manage up to 40 members of staff over various teams in Children's Administration Services.
• Manage absence and staff performance in line with Trust policy.
• To ensure admin teams have enough cover to support service delivery and the patient pathway.
• Review and update administrative systems and processes in line with service expectations.
• To be a delegate budget manger ensuring all pay and non-pay each month is correct.
• To review and manage incidents within the administration service.
• To build working relationships with the clinical teams the admin services support.
• Oversee effective waiting line management in line with KPI's and an 18 week patient pathway.

Detailed job description and main responsibilities

Organisational

• To be accountable for the management and monitoring of defined outcomes within own area of work. To include Healthroster, absence management, recruitment and retention, identifying the best use of resource and building resilience.
• To assess operational delivery against locally agreed outcomes and escalate any relevant concerns, proactively problem solving to identify possible solutions.
• Day to day line management and supervision of Admin and Clerical Band 2, 3 and 4 staff across a wide range of roles, including work allocation when necessary.
• Liaise with a range of staff, service users and external partners and communicate complex, sensitive, and distressing information across service pathways.
• Review administrative systems and processes, developing policies and proposing and implementing improvements to working practices and procedures in line with relevant KPI requirements and patient pathways. To audit work as requested.
• Delegated responsibility for clearly defined projects and consultations where there is no significant commercial or financial impact.
• Monitor personnel activity across the region, ensuring that as far as possible, the admin and clerical workload is covered across all the sites / locations on a daily basis and during planned or unplanned absence. There may be a requirement to help cover these posts.
• Conducting appraisals for Admin and Clerical staff; assessing training needs and instigating appropriate action. Maintaining mandatory training records and ensuring staff are compliant.
• Recording and monitoring of staff sickness and annual leave and other absence, completion of payroll documents and responsibility for ensuring that personal files are maintained and up to date.
• Managing staff performance issues, dealing with first level grievances, disciplinaries and handling complaints.
• To review and manage Datix ensuring learning is shared with the relevant teams.
• As an authorised signatory, manage and review a delegated budget, identifying potential problems and proposing solutions. Verify and authorise admin and clerical claims, overtime, annual leave etc.
• Organise, plan and attend admin and clerical team meetings, cascade information and discuss issues.
• Lead on recruitment, selection and induction of Admin and Clerical staff.
• To oversee effective waiting list management where appropriate in line with KPI’s and the 18-week patient pathway.
• To build close working relationships in partnership with our clinical service leads to build knowledge and understanding of each area.
• To build a resilient workforce across all teams.

Professional

• To demonstrate good customer care and communication skills when communicating with the public and with other health care professionals, overcoming barriers to understanding.
• To lead on the induction and probation of new starters, temporary staff and apprentices.
• To lead and encourage the development of individual staff members and teams.
• To use a range of software programs and systems to produce, maintain and distribute documents including reports; to manage performance, create spread sheets, databases and presentations. This includes the administration and maintenance of standalone systems, including staff access management.
• To understand a range of work procedures and practices, some of which are non- routine, and to work flexibly with all clinical services providing comprehensive administrative support. This will involve travel to other sites.
• To work proactively to problem solve and identify possible solutions, acting on these as appropriate within the required timescales.
• To undertake a range of administrative duties including production of reports, forms, letters and notices; maintaining schedules and diaries; organising and chairing meetings, making room bookings and arranging room layout and equipment and other reasonable duties as required.
• Undertaking absence reporting and managing absence. Monitoring and recording mandatory training and managing compliance.
• To be committed to working within a changing environment, responding positively to new demands and changes, and to be an active team member recognising potential problems, and escalating these and any constructive ideas for improvement on to the appropriate person.
• To set up and maintain comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date, and that filing is carried out in a timely and accurate manner.
• To be responsible for the efficient use of office equipment and supplies. To undertake ordering of office supplies, requisitioning, and receipting goods and services on NHS procurement systems and carrying out research into goods and services as required.
• To report maintenance, cleaning and health and safety issues in line with current procedures, keeping the line / site manager informed at all times.
• To implement policies for own work area and propose changes as necessary.
• It is the post-holders’ responsibility to ensure that they have undertaken all mandatory training, in line with the Trusts’ policies and procedure.
• To attend and lead team meetings that may be on site or virtual. This may include travel to other sites.
• To develop in specialist areas of interest relevant to role.