Receptionist / Administrative Support, Plymouth

Responsibilities

• Provide support to customer and visitor reception areas, acting as the first point of enquiry and sign‑posting individuals to relevant information and service.
• Promote the image of the department by ensuring notices and leaflets are up to date and well presented.
• Record and, where possible within the role, resolve complaints, compliments, concerns, comments and suggestions and, if necessary, escalating them appropriately.
• Respond to telephone, email and written queries on behalf of the service area, including call handling as agreed with the line manager.
• Arrange appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available; produce and send appointment and clinic letters.
• Produce minutes as an accurate record of meetings, transcribe and distribute them as directed, with supervision as appropriate.
• Maintain accurate and timely electronic and hard‑copy information using organisational systems in line with policies.
• Support operational staff to access management information, both electronic and hard‑copy.
• Collect data to enable managers to monitor budgets and performance in relation to the business support function, with support from the line manager.
• Collect and prepare information for service area users with support from the line manager.
• Maximise the use of electronic systems to enable effective management of the service area (e.g. Microsoft Office, SystmOne, IPM and Eclipse).
• Ensure compliance with Data Protection and record‑management policies, particularly regarding confidentiality and safeguarding issues.
• Be proactive and contribute ideas for improvement in the way the service is delivered.
• Work on own initiative, prioritising work within defined policies and procedures to set timescales.
• Ensure that all office support services (post, filing, photocopying) are delivered in a timely manner.
• Demonstrate own activities to new or less experienced employees (basic training).
• Process and pass for payment all relevant invoices in a timely manner in accordance with business processes, with support from the line manager.
• Support the line manager with banking and remittance service, including petty cash.
• Monitor stock (e.g. stationery) and order supplies and equipment as required within the business area.
• Undertake research and development as directed.

Physical Effort

Frequent sitting & standing. Inputting at a keyboard for most of the day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables.

Mental Effort

Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but may be interrupted by telephone calls, visitors, staff and occasionally imposed deadlines.

Emotional Effort

May encounter service users who exhibit difficult & challenging behaviours. Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients.

Working Conditions

The flexible nature of the job may require the post holder to move within the team or wider organisational setting as required and undertake similar duties.

Key Behaviour Competencies

Working together

• Be straightforward in dealings with each other and build relationships.
• Listen to others and explain the decisions we have made.
• Recognise and remove barriers to action.
• Create an open and positive learning culture.
• Learn from mistakes & ask others for support where necessary.
• Be aware of one's own behaviour, values, attitudes, strengths and weaknesses; reflect on behaviour and change as required.
• Uphold the values and take pride in being part of the organisation.
• Ensure appearance is professional & name badge visible.

Act With Integrity

• Be honest and do what you say you will do.
• Take responsibility and be accountable for your actions.
• Guard and build the organisation's reputation.
• Consider the human and social impact of our work.
• Treat everyone in a friendly, courteous manner; smile & make eye contact.

Building Success Together

• Be compassionate and accepting of others.
• Agree on goals and see them through.
• Treat each other with dignity and respect.
• Learn from each other's experiences.
• Understand and recognise each other's contributions of equal value.
• Challenge the status quo.
• Contribute to the organisation's success.
• Stretch personal performance boundaries.
• Seek better ways of working to achieve improvements.

Caring for patients

• Aim to meet the needs of patients and partners in care.
• Use initiative to enhance care in innovative and imaginative ways.
• Respect individual cultural differences; challenge bias & prejudice.
• Provide a high‑quality and safe service for patients.
• Appropriate confidentiality and safe handling of patient information.

Health, Safety & Infection Control

The post holder is required to take reasonable care for their own health and safety and that of others affected by their acts. They must ensure all staff under their control adheres to relevant statutory regulations, Livewell Southwest policies, department safety procedures, COSHH, and infection control procedures (including hand washing).

Risk Management

Employees will participate in the risk management process, support line managers by attending mandatory training, completing incident/accident forms for adverse events, reporting defects and complaints, and communicating dangerous situations.

Safeguarding

All employees have a duty to safeguard and promote the welfare of children and adults, acting in accordance with national and local safeguarding policies and the multi‑agency policy of the Safeguarding Adults Board and Safeguarding Children Board. Mandatory statutory training is required.

Sustainability & Climate Change

All staff are expected to take responsibility for the reduction of carbon emissions within their area through energy consumption, low‑carbon travel choices, responsible purchasing, and waste reduction.

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