Service Delivery jobs in United Kingdom

Administrationservices underpin all of our corporate activity at Devon Partnership NHS Trust,which means our dedicated and enthusiastic administration workforce is vital tothe delivery of first class service.

This is a new role supporting the new Transport Manager in all areas of Transport, Fleet and Travel. Please note this role is full time 37.5 hours per week.

The postholder will support the Transport Manager in the two main service areas: TheTrusts Internal Transport and Non-Emergency Patient Transport Service (NEPTS).

Internal Transport is managed by the Trust directly day to day with thisrequires leading and managing the team and service level agreements, overseeingthe day-to-day operations, fleet management, and providing a transport serviceto the Trust across the Devon and Bristol footprints.

NEPTS is outsourced through an appointed Contractor. The role in thisarea is to manage the service contracts, internal stakeholders' (ClinicalDirectorates) engagement in using the service, budget monitoring, andprocurement compliance. This scope of work also includes any other specialisttransport services.

Both services are critical to Trusts non-clinical and clinicaloperations affecting patient care and business. The role requires highprofessional standards, ensuring good practice and compliance with all keylegislative and health & safety requirements and standards, codes ofpractice, and regulations.

Previous applicants need not apply

The main duties of the Transport Business Administration Coordinator at Devon Partnership NHS Trust involve providing business administration support to the Transport Manager. This includes managing the Trusts Internal Transport and Non-Emergency Patient Transport Service (NEPTS). For Internal Transport, the role requires leading and managing the team and service level agreements, overseeing day-to-day operations, fleet management, and providing transport services across the Devon and Bristol footprints. For NEPTS, the role involves managing service contracts, engaging with internal stakeholders, monitoring budgets, and ensuring procurement compliance. Additionally, the role requires high professional standards, ensuring good practice and compliance with legislative and health & safety requirements.

We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.

We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do

Our values

We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.

We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.

Please see the attached Job Description and Person Specification which will provide further information on this role.

• Liaise with a wide range ofstakeholders (Trust staff, Devon County Council patient Transport Services,Commissioners, patients and their families).
• Ensure up to date, relevantinformation re: performance is provided in a timely manner.
• Communicate information clearly andconsiderately at all times.
• Use motivational and goodnegotiation skills in meetings as required.
• Communicate with people effectivelyat all times.
• To manage both telephone and faceto face contacts effectively.
• Take minutes of meetings asrequired (i.e. contract management meetings).
• Interpret and advise on data andoffice management functions.
• Set up and manage effective officemanagement systems to support the transport service delivery.
• Promote social inclusion regardlessof age, ethnicity, gender, sexual orientation or disability.
• Use IT effectively andappropriately.
• Work to the Data Protection policy.
• To liaise with senior managers, contractors,clinicians and commissioners regarding information requirements, KeyPerformance Indicators, referrals and other appropriate transport information,ensuring it is supplied in an accurate and timely manner and in line withnational definitions, policies and procedures.
• The work is high profile and thepost holder will therefore need to demonstrate high-level communication skillsusing developed persuasive, motivational and negotiation skills to provide andreceive sensitive and complex information and data in relation to thedirectorate, which they will need to compile/share with a wide range ofstakeholders.
• Build and maintain effective andpositive working relationships, internal and external to the organisation, toenable the efficient collection of data and information.
• To chair, attend and participate in meetings.
• Interpret and apply accurate andtimely transport information to managers and services (i.e. sustainability and energy manager, DevonIntegrated Transport Board) in a format that is easily understood andrelevant to the decision making process. This will involve the receipt ofcomplex and sensitive information to analyse, interpret and present in anappropriate form.
• Identify and correct the cause fordata anomalies and validation errors that occur during the process of analysis.
• Deal independently with routinebusiness matters in a professional, prompt and effective manner and use owninitiative in the absence of Managers to ensure that urgent matters are broughtto the attention of the appropriate person.
• Exercise significant levels ofjudgement and decision-making in dealing with complex enquiries and deal withdifficult and abusive calls from, for example, complainants/people who use ourservices and carers. Make independent judgement as to what action needs to betaken.
• Draft replies to correspondence onbehalf of the management team, effectively, efficiently and in a timely manner,using initiative, discretion and sensitivity, upholding confidentiality wherenecessary.
• Deal appropriately with confidential, commercial,contentious and urgent information, exercising good analytical skills and soundjudgement.
• Undertake complex analysis ofperformance data and produce monthly performance reports as required.
• Manage the organisation of keymeetings including business meetings and conferences, grievance hearings,inquiries.
• Attend meetings and appointments asrequired.
• Plan and prioritise diaries forManagers where appropriate.
• Responsible for managing ownworkload and able to work independently and/or as part of a team (role reportsto the Transport Manager).
• Plan own workload to ensure thatweekly, monthly, quarterly and annual tasks are met.
• Manage delivery of key officemanagement processes.
• To manage email communication in atimely way.
• Plan and produce monthlyperformance reports (balanced score cards) for the Team in a timely fashion.
• Manage and facilitate site visitssuch as designation/CQC, acting as a liaison between visitors and the site,ensuring all necessary information/evidence is available.
• Timely completion of statutorydocuments on behalf of the management team.
• Provide general, non-clinicaladvice, information and guidance to patients, relatives and carers, in relationto transport.
• To communicate with patients in acourteous, professional and timely manner at all times.
• Manage all day to daycorrespondence within the department initiating appropriate responses inorder to provide those using the service, staff and other parties with requiredinformation in a friendly and professional manner.
• To receive telephone calls andaccept messages on behalf the team and take appropriate action where necessary.
• To liaise with appropriatepersonnel in the multidisciplinary team to gather and co-ordinate informationso that it is accessible in a timely manner.
• To contact people as required orinstructed.
• To co-ordinate and lead the servicedevelopment of reporting systems and methodologies through analysis andinterpretation of data to produce management information reports.
• Oversee and provide assurance ofdata quality via regular reconciliation and audit processes.
• Develop report suites to providetimely information for operational and corporate teams using automatedtechniques where possible.
• Implementlocal and Trust policy and procedures.
• Ensure Business Continuity Plans are in place.
• Develop local administrative procedures.
• Lead on review of administration services andchanges to administrative policies/procedures.
• To support work towards and considerrecommendations on how the role/department/Trust can reduces its carbonfootprint to meet the Net Zero NHS Target in line with the Health & CareAct 2022.
• Authorisestationery orders and other necessary items for the team via the relevantprocurement system.
• Tomonitor and maintain use of supplies (fuel, oil, and other vehicle products) and ensure this is doneefficiently and cost effectively in line with the needs of the service.
• Ensureprocurement processes are effective and cost saving.
• Authorisedsignatory for time sheets, travel claims etc. including petty cash which isaround £100.00. Timesheets would be finalise health roster for juniorstaff before the manager signs off the month. Travel claims would be asper levels set by the system i.e. click travel.
• Where applicable (as the departmentexpands), Day to Day line management of assigned team of administratorsincluding
• Monthly supervision
• Provide immediate guidance and assistance inproblem solving
• Agree/monitor absences in regard to Annualleave, flexi time, sickness
• Actas mentor to new staff in the execution of their duties.
• Manage access to relevantinformation from databases/spread sheets to support performance processes.
• Manage the production of balancescorecards, KPIs, performance reports and ad-hoc reports.
• Prepare and present reports and arange of complex information in a range of formats.
• Take, transcribe and distributeformal minutes.
• Ensure that appropriate systems aredeveloped and maintained to prompt bring forward information or follow-up thatis required for appointments, meetings and projects etc. and for outstandingwork that has been requested by a certain deadline.
• Provide an effective businesssupport service to include; audio/copy typing correspondence, documents,reports, minutes, presentations, flyers, hand-outs.
• Completion of statutory documentson behalf of the management team.
• Create, maintain and developinformation databases/spread sheets producing queries, reports and macros.
• Prepare and present a range ofcomplex information, in a range of formats e.g. graphs, charts audio/copytyping correspondence, documents, reports, minutes, presentations, flyers, handoutsetc.
• Take, transcribe and distributeformal minutes.
• Thepost holder will be able to design, develop, maintain, document and test newdatabases and reporting systems in line with management requirements.
• To co-ordinate and lead the service development of reporting systems andmethodologies through analysis and interpretation of data to produce managementinformation reports.
• Oversee and provide assurance of data quality via regular reconciliationand audit processes.
• Develop unit specific report suites to provide timely information usingautomated techniques where possible.
• Implement local and Trust policy and procedures.
• Adhere to Trust policies and procedures.
• Responsible for managing own workload and to work independently or aspart of a team.
• Works autonomously, but can seek advice whennecessary/manages a discrete area of work.
• To undertake training as requiredmaintaining competency /complying with Trust policies.
• Anyother duties which fall within the general scope of the job description andband.

• Excellent interpersonal and communication skills both written and verbal
• Able to deal confidentially and tactfully with people at all levels
• Ability to take and convey clear messages
• Experience in dealing with people in distress in a calm and confident manner
• Ability to recognise when other communication aids may be needed
• Willingness to embrace new ways of working/changes
• Understanding and respect of confidentiality in the workplace
• None

• Business/professional qualification to degree level or equivalent knowledge and experience. E.g. Managerial knowledge, project monitoring, supervisory, workload management, acquired through a degree, or equivalent training and substantial experience.
• GCSE English or equivalent
• Evidence of continuing professional and personal development
• Relevant qualifications and certifications as required fulfilling Transport (fleet management) and Patient Transport Service responsibilities.
• ICDL (International Computer Driving License), or equivalent experience.

• Ability to work under pressure
• Able to plan, organise, prioritise, coordinate and work flexibly.
• Ability to exercise initiative operating within procedural guidelines.
• Ability to work without direct supervision on a day to day basis.
• Able to deal with difficult situations
• Effective organisational skills. Prioritise own tasks, exercising a degree of independence, initiative and judgement without direct supervision
• None

• Standard typing skills
• Ability to recognise and manage challenging situations in a calm and professional manner
• Adaptable in continuous change and able to learn quickly
• None

• Excellent organisational skills.
• Ability to prioritise workload and adapt to change when required
• Experience of dealing with confidential and complex information
• Ability to take accurate formal and informal minutes
• Demonstrate excellent numeracy and literacy skills
• Experience of managing a team of administrators
• Experience of supporting high level meetings, including taking formal minutes, developing agendas and distributing papers and reports
• Previous experience of working in a Healthcare or Social Care administrative setting

• Ability to plan ahead and anticipate
• Ability to prioritise workload in response to changing demands
• Able to multi-task and work in busy environment
• Able to plan own and others workload
• Organised and methodical
• Self-motivated and proactive
• Ability to manage complex tasks with tight deadlines.
• None

• Advanced IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook.
• Advanced knowledge of a range of administrative procedures including diary management and arranging appointments
• Experience or understanding of creating electronic records, electronic filing systems
• Electronic data base management.
• Ability to manage diverse workload whilst dealing with frequent interruptions
• Ability to meet deadlines and to work under pressure
• Exceptional organisational skills and ability to prioritise
• Ability to work both independently and as part of a team
• Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking
• Knowledge of our business and how it supports patient care
• Theoretical and practicable knowledge in fleet management.
• Extensive knowledge and understanding of specialist NHS related patient transfers and procedures.

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.

Head of Facilities and Environmental Services