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Job overview
An exciting opportunity has arisen to work with the current post holder grow and develop the busy Main reception at UHCW alongside supporting the PALS team.
Working closely with the Head of Patient Relations the post holder will ensure the provision of a comprehensive, professional, high quality and cost effective Main Reception service across the Trust.
The post-holder will also work with the PALS Coordinator to support the PALS function.
Please be advised sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
The post holder will lead Main Reception team in activities that include the following key areas of responsibility:
- To ensure that the Main Reception is supported to be a fully functioning team 7 days a week, 0700 – 2000, 365 days per year.
- To manage the Main Reception desk at University Hospitals, Coventry including the rota and line management of the team.
- To continue to develop the main reception function and support senior members of staff across wards and departments to enable a high standard of service for all visitors to the hospital.
- To provide elements of cover for the PALS Co-ordinator during periods of leave in the day- to-day guidance to staff involved in PALS enquiries.
- The postholder will lead the administration of new processes and procedures within the department and ensure robust auditing processes are in place to ensure compliance with and adherence to standard operating procedures, national requirements and best practice.
Detailed job description and main responsibilities
- The post holder will be responsible for ensuring the effective prioritisation and completion of work within the team in accordance with service demands ensuring appropriate contingency plans are in place
- Ensure that Trust policies and procedures are followed to support the effective management of Main Reception and to ensure that national guidance and processes are followed, including the independent review processes
- Work closely with the PALS Co-ordinator and PALS Officers to ensure seamless processes are in place across the PALS and Main Reception teams, with the provision to provide cross cover for both teams
- Support the Main Reception team in dealing with any complex enquiries
- Liaise with external agencies and internal customers as required in order to manage any enquiries that do not require input from PALS or the Complaints Team
- Provide line management to the Main Reception Receptionists/Administrators, and assist in ensuring their work meets the standard required, in line with Trust policies and procedures
- Work with the Head of Patient Relations to promote the service
- Act as the escalation contact for the investigation and resolution of queries and complaints, ensuring the development and implementation of actions to prevent any reoccurrence
- Review, development and implementation of existing and new standard operating procedures and policies within the department and pro-actively identifying areas for improvement
- Work closely with external agencies to create working relationships and improve the experience being provided by the Trust
- Participate in appraisals and personal reviews and work to achieve agreed set objectives
- Participate in appropriate training and development activities
- Where required, cover the work of colleagues during periods of absence or peak workloads
- Adhere to and maintain Information Governance requirements in all local and national work
- Undertake any other duties as required by the Head of Patient Relations in accordance with the grade and nature of the post
- Manage and prioritise work in line with agreed schedules
- Deputise for the PALS Coordinator as and when required
For further details of the role please see the attached job description.
Person specification
Skills
Essential
- • Excellent organisation skills, with ability to prioritise and manage own workload and workload of others within a team • Ability to analysis and interpret data • Ability to work on own initiative • Ability to meet tight deadlines using planning and organisation skills • Excellent attention to detail and accuracy • Ability to resolve issues quickly and effectively • Enthusiastic and able to motivate others
Knowledge
Essential
- • Knowledge of Microsoft Office, including Word (to produce letters and reports) and Excel (to produce spreadsheets • Awareness of Information Governance, Freedom of Information & Data Protection
Desirable
- • Knowledge of NHS organisational structures and processes • Strong presentation, training and coaching skills directed at all levels of staff • Working knowledge of Datix and healthcare systems
Experience
Essential
- • Experience of providing a front of house service within a large complex organisation • Experience of working in a challenging customer facing environment, dealing with a wide range of sensitive and contentious issues • Experience of communicating with and influencing a range of internal and external customers. • Experience of line management of other members of staff, including day to day delegation of work. • Use analytical and judgement skills, when reviewing conflicting information • Experience of influencing departmental practice to support policy and service development
Desirable
- • Experience within a public sector environment. • Customer service experience and basic knowledge of medical terminology • Administration work in an environment providing healthcare or customer care • Awareness of current health service issues • Self-motivated and consistently looks to improve what they do, by using successful tried and tested ways of working and also using their own innovation
Qualifications
Essential
- • Educated to Degree level or relevant equivalent experience
Commitment to Trust Values and Behaviours
Essential
- • Must be able to demonstrate behaviours consistent with the Trust’s values. (As detailed in UHCW’s Values in Action document below) • Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience
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Applying for this NHS job
This advert is for Main Reception and PALS Team Leader with University Hospitals Coventry and Warwickshire NHS Trust in Coventry, Midlands, England. It is listed as a Band 5 Administrative and IT role. The advertised salary is £32,073 - £39,043 per annum pro rota. The contract type is Permanent. The application deadline is 12 Jul 2026.
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