Reception Manager/ Lead for Education Facilities, Band 5

Job overview

The Reception Manager/Lead for Education Facilities Post will provide essential day-to-day management of the Reception Team, both operationally and personally, whilst also offering high-level Training Room advice and support on all activities within both Redwood Education Centre at Gloucestershire Royal Hospital, and Sandford Education Centre at Cheltenham General Hospital.

The Post Holder will also be integral to the management of Health and Safety compliance and deliverables, within both Education Centre’s.

The Post Holder will be able to work flexibly at both Redwood Education Centre at Gloucestershire Royal Hospital, and Sandford Education Centre at Cheltenham General Hospital to provide cross site Reception cover.

The Post Holder will play a pivotal role in supporting all Internal and External Training and Meeting events taking place at both Education Centre’s, with the continued development of an effective, quality and customer focused service. Delivering the Reception Manager Portfolio, the Post Holder will inspire the Receptionists to be the best.

The Reception Manager/Lead for Education Facilities Post-Holder is to consistently provide leadership and support in a complex and rapidly changing environment, managing a varied, flexible, and what can be, a challenging work portfolio.

The Reception Manager/Lead for Education Facilities Post-Holder will work closely with the PGME Technologist to provide AV support within the Education Centres

Main duties of the job

Previous experience in a Supervisory/Management Capacity, ideally within an NHS/Medical Setting.

Strong planning and organisational skills to be displayed/evidenced in leading the Reception Teams, but also within the Education Centre Training Room booking programmes.

Working knowledge of Microsoft Office Packages alongside an awareness of the Trust Education Centre Booking System – “Bookwise Education.”

Demonstrable ability to successfully manage multiple activities and maintain focus on priorities in order meet deadlines, which are often conflicting.

Ability to work alone and make informed safe decisions without the prior approval/supervision of the direct Line Manager.

Develop highly motivated, skilled and engaged Reception Teams, committed to delivering the best experience for all Education Centre Stakeholders, and supporting their position to succeed in the ever changing Educational and Meeting Landscape.

Manage complex and demanding communications effectively and productively – these to be with a range of Internal and External Colleagues at all levels as well as partnering organisations.

Effectively engaging with all Education Centre Colleagues to identify opportunities to extend and improve our Education Centre Standards not only with respect to Educational/Meeting Delivery and Training environments, but overall experience.

Detailed job description and main responsibilities

Key Responsibilities including Personnel:

- Ability to motivate and enthuse the Reception Team through effective leadership and team working.

- In conjunction with the Deputy Medical Education Manager and the Medical Education Manager to foster a collaborative team culture to support safe and effective service delivery.

- To drive a high-performance, kind and considerate culture across the Reception Team, collating of 5-Receptionists; to also work with the Post-Graduate Medical Education Technologist ensuring and providing consistent technological support across all Training Events.

- Complete all relevant paperwork for the Trust Vacancy Control Panel as required for Reception Vacancies.

- Manage and unconditionally support the recruitment and selection of Reception Colleagues, including all the Trust TRAK Documentation.

- Complete relevant Starter/Leaver/Variation Forms as required.

- Monitor performance, sickness absence and escalate appropriate action where necessary.  Instigate and carry out, liaising with the People and Organisational Team, Informal/Formal Sickness reviews.

- Take whole responsibility for the annual appraisals/performance reviews, collating information relevant to Trust Standards; to also identify any Training Requirements.

- Manage all queries with these often being complex, relating to Pay/Annual Leave/Sickness Absence, etc., escalating to the People and Organisational Team where and when required.

- With a robust Microsoft Package understanding, an understanding or a keen interest to learn the bespoke Education Centre Audio-Visual Equipment.

- To develop effective partnerships with all Internal Trust Stakeholders and External NHS and other organisational colleagues.

- Provide and deliver, kind, considerate and robust line management to the Reception Teams, managing and authorising all annual leave.

- Be aware and understand, thus being able to implement Trust Policies and Procedures keeping the Reception Team updated on relevant issues

- Provide unconditionally - this to include early shifts starting at 7.15am or late shifts finishing at 5.15pm cross-site Reception cover. This can be at short notice to cover sickness or unforeseen absences.

- Produce Training Room Activity Reports as requested by the Medical Education Manager, to support South-West Educational Funding Bids/trends of No Attenders/opening times-v-meeting room requests etc.,

- Co-ordinate formal responses to complaints/concerns, either written or submitted on the Trust Datix System/Report, Support & Learn.

- Lead the development and implementation of Local Policies and Procedures to improve the effectiveness of the Reception Teams, supporting all activities within both Redwood and Sandford Education Centre’s

- To lead on All Education Centre Health and Safety Documentation and all subsequent updates.

- This Job Description is not conclusive, and the Post Holder will be required to be flexible within the areas of responsibility of the role, whilst also supporting the PGME and Reception Teams

Management and Leadership:

- Line Management of 5-Reception Colleagues, supporting all requirements ensuring the Receptionists feel valued.

- Complete responsibility for the planning and implementation of Mandatory Training and Local Induction Programmes for all Reception Staff recruited to the team.

- Support the attendance of all Reception Colleagues at all Statutory and Mandatory Training Sessions, Mandatory Training Compliance.

- Supporting the Reception Team with Finance support, related to the Training Room Hire Costs. This is often challenging, so patience and diplomacy is required.

- Exercise effective judgement skills whilst managing conflicting demands on multiple concurrent and highly complex situations, arriving at appropriate options/solutions.

- Demonstrable experience in managing change and diverse projects within a busy environment.

- Ability to maintain professionalism when dealing with stressful situations.

- Ensure proactiveness in own Personal Development to ensure capability and opportunity in managing the Reception Team.

- Lead for the “Bookwise Education” programme, managing all queries/conflicting bookings/booking requests/last minute requests/demanding colleagues. Whilst this list is not exhaustive, all extended queries/questions/concerns/complaints relating to the use of the Education Centre Training Rooms.

- Lead for Health and Safety within Redwood Education Centre at Gloucestershire Royal Hospital and Sandford Education Centre at Cheltenham General Hospital.

- Lead on Health and Safety Policy development, working with the Trust Health and Safety Colleagues, to reflect any changes in legislation or changes in service requirements.

- Lead on and ensure delivery of the current legislations within both Education Centre’s is adhered to at all times, in accordance with Trust Policies.

- Responsibility for all matters raised from our Domestic Colleagues relating to Cleaning Requirements are managed appropriate by the Reception Team.

Physical, Mental and Emotional Effort, and Working Conditions:

- A desk and workspace is provided for the Post-Holder at both Education Centre’s – Redwood Education Centre at Gloucestershire Royal Hospital, and Sandford Education Centre at Cheltenham General Hospital.

- Busy environment with frequent interruptions.

- Being available daily to talk with Staff about queries/concerns with Training Room Bookings

- Display screen equipment usage for most of the day.

- Able to work under pressure to ensure frequently changing priorities are met.

- Facing a complexity of issues on a weekly basis.

- The Post Holder is required to constantly use their own professional initiative to analyse, make decisions and implement changes to meet the needs of the Reception Service supporting all Education Centre Visitors.

- The Post Holder is required and sometimes at short notice for Receptionist absence, to cover Reception Shifts; this may be a morning shift: 7.15am – 1.15pm or an afternoon shift: 11.15am - 5.15pm.

- The frequent moving of equipment/tables/chairs in setting up Training Rooms/Café’s, is a regular occurrence for the Post Holder, with manual handling appliances available for support.

- Frequent lifting of stationery orders/equipment deliveries – equipment provided to support moves.