Senior Administrator / Deputy Team Leader

Job Overview

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.

Please see below for the detailed job description of the role.

This post is only open to internal applicants

Main duties of the job

An exciting opportunity has arisen for 2 Senior Administrator roles.

You will be based in the Outpatient Administration Centre at Southampton General Hospital with the expectation that you will rotate through other areas to meet the needs of the service.

We are looking for a dynamic and enthusiastic individual who has experience in providing a comprehensive administration service, and working with computerised systems on a daily basis. Previous supervisory experience would be of benefit. The work is challenging and fast paced but very rewarding.

Outpatient Administration Centre (OAC) staff are hardworking, committed to patient care and often the first point of contact for the patients.

They

• Make and receive around 20,000 calls per month from patients.
• Book over 650,000 outpatient appointments each year, covering 50 specialties across the Trust.
• Manage clinics, reschedule appointments, cancel appointments and fill new clinics.
• Cover reception desks across all of our sites.
  
  

Working for our organisation

University Hospital Southampton is one of England's largest acute teaching Trusts, offering a wide range of learning and development opportunities to support your career aspirations.

Located on the south coast with an international airport and direct rail links to London, Southampton offers an ideal setting to live and work, with the New Forest, South Downs and Jurassic Coast.

We believe that using technology wisely shows strong time management and commitment to innovation. However, personalizing your recruitment application to highlight your unique skills and experiences is crucial. Relying too heavily on generic, AI-generated content instead of drawing from your own strengths and accomplishments may lead to your application being rejected if multiple candidates present identical or similar information.

At UHS we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients.

At UHS, we proudly champion individuality, recognizing that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti-racist, anti-discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.

Detailed Job Description And Main Responsibilities

You will work alongside the Team Leader delivering first class customer service to patients.

As a Senior Administrator you will work closely with other Senior Administrators and OAC Administrators.

You will deputise for the Team Leader as required on an ad-hoc basis, attending meetings on their behalf and fulfilling the main function of the Team Leader role on a temporary basis.

You will provide a comprehensive administrative and appointment service for outpatients and ensure compliance with waiting time targets.

What We're Looking For

• Demonstrable experience of providing high levels of customer service in a healthcare environment
• You will have experience of dealing with non-routine and complex problems & progress chasing
• You will have a proven ability to work to deadlines, prioritise and multi-task in a fast paced environment
• You will have excellent communication skills and will be forward thinking in your approach with the ability to work proactively and under pressure to fill slots, sometimes at very short notice i.e., same day
  
  

Person specification

Qualifications, Knowledge And Experience

Essential criteria

• Good standard of secondary education with literacy and numeracy skills demonstrable to GCSE pass level or equivalent standard
• Either- Level 3 qualification in administration/ customer service or equivalent experience Or- Vocational Level 2 qualification in administration/customer service or an equivalent level of experience
• Experience as an administrator or secretary in an organisation with a customer focused environment
• Able to use judgement to make decisions in order to solve problems/enquiries some of which are non-routine and not straight-forward
• RSA 2 word processing/typing or equivalent experience
• Proficient in all aspects of Microsoft Office
• Administrative and organisational experience

Knowledge and experience of secretarial or administrative procedures

Experience as an administrator or secretary in an organisation with a customer focused environment

Desirable criteria

• Courses / further study attended to demonstrate evidence of personal development
• Diploma level qualification or equivalent experience
• RSA 3
• Proficient in the use of all hospital computerised patient systems
• Experience as a medical or patient services secretary linked to a clinical service or customer focused environment.
• Knowledge of medical terminology
  
  

Able to demonstrate behaviours that meet the Trust Values

Essential criteria

• Patients First
• Always Improving
• Working Together