Senior Administrator

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South London and Maudsley NHS Foundation Trust has a rich history, well-established community links and an international reputation. We deliver specialist services in the London boroughs of Croydon, Lambeth, Lewisham and Southwark, Bexley, Bromley, Greenwich, Wandsworth and Richmond.

We are committed to provide a high quality and specialist care to our service users and we are recognised for our care and treatment we provide. The Care Quality Commission already rates our services as 'good'.

We launched our five-year strategy, Aiming High; Changing Lives in 2021 together with Our Care Improvement System as our quality management system methodology to make a positive impact on patient care, outcomes and staff experience. By joining SLaM, all staff will get the opportunity to be part of this exciting improvement journey supported with learning and development to harness everyone's potential as change makers.

The trust recognises the unique and valuable contribution that people with lived experience of mental illness can bring to a role. We therefore welcome applications from people with lived experience and consider them as an asset to the Trust.

Our Values

We take pride in providing specialist care to our service users where our Trust values and our promise to be caring, kind, polite, prompt, honest, listen and do what I say I'm going to do is at the heart of everything we do. When you join us, you'll be part of something special.

As a Trust we are happy to talk flexible working.

Job overview

The post holder will be responsible for providing administrative support to the Trust Learning and Development Department, under the direction of the Learning and Development Business Manager, ensuring the effective administration of a portfolio of education and training programmes including associated reporting information, in accordance with the quality assurance framework.

To provide excellent customer service to users of Bishopsgate Training Centre and other Trust venues as required. In addition to supporting the Learning Management System (LEAP); providing support and resolution to user queries, tracking them through their lifecycle and ensuring that users are kept fully informed of progress.

The post holder will act as the first point of call for the Learning and Development Senior Management Team, prioritising calendar commitments, agreeing next steps for communication received and building the internal and external relationships with stakeholders.

As a member of the Learning and Development Team, the post holder will be responsible for the management, co-ordination and administration of specific education and training programs, working closely with the Learning and Development Business Manager. You will manage Zendesk and shared inboxes, respond to queries, as well updating and adding MAST (Mandatory and Statutory Training) courses to LEAP ensuring correct data collection. You will also undertake minutes for a variety of different meetings.

Main duties of the job

1. Provide administrative support to the Trust Induction and MAST programmes, this includes booking venues, circulating joining instruction, completing attendance registration, non-routine activity and ensuring all documentations have been distributed to aid the various programme delivery.

1. Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately.

1. Raise purchase orders, chase invoices from suppliers and process through the e-procurement database, problem solve as required, monitoring expenditure escalating over or under spends where appropriate.

1. To participate in departmental meetings to support service planning and new developments, and to work as part of a team

1. To write good quality minutes, and record and administer action points as required

1. To organise, maintain and update the SMT diaries and contacts list as required.

1. Be first point of call for the Training Admin Team, responding to queries face to face, via emails and telephone. Assess support queries for priority and complexity and resolve or forward them appropriately.

1. Operating online helpdesk platforms (e.g., Zendesk, generic email 'inbox') to respond to routine enquiries in a pleasant and helpful manner.

Working for our organisation

About Us

ML - Trust Learning & Development team produces and delivers a range of mandatory and continuing professional development programmes for South London and Maudsley NHS Trust. Our team forms part of Maudsley Learning, who design and deliver training programmes and education services to meet the continuing professional development needs of individuals in the healthcare workforce, and others including colleagues in social services, policing, schools and in the private sector. Together we form a dynamic and innovative multi-disciplinary team that strives to improve healthcare and people's mental health through the delivery of high-quality education, that enables our people (or staff) to provide excellent patient care and achieve their full potential.

Detailed job description and main responsibilities

1. Provide administrative support to the Trust Induction and MAST programmes, this includes booking venues, circulating joining instruction, completing attendance registration, non-routine activity and ensuring all documentations have been distributed to aid the various programme delivery.

1. Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately.

1. Raise purchase orders, chase invoices from suppliers and process through the e-procurement database, problem solve as required, monitoring expenditure escalating over or under spends where appropriate.

1. To participate in departmental meetings to support service planning and new developments, and to work as part of a team

1. To write good quality minutes, and record and administer action points as required

1. To organise, maintain and update the SMT diaries and contacts list as required.

1. Be first point of call for the Training Admin Team, responding to queries face to face, via emails and telephone. Assess support queries for priority and complexity and resolve or forward them appropriately.

1. Operating online helpdesk platforms (e.g., Zendesk, generic email 'inbox') to respond to routine enquiries in a pleasant and helpful manner.

1. To be responsible for ordering and monitoring all Learning and Development Department supplies, to ensure appropriate use of resources and equipment to support the efficient running of the department.

1. In conjunction with the L&D Business Manager, monitor the cleanliness, repairs, health & safety, and fire regulations of Bishopsgate Training Centre.

1. Liaise with designated trainers to ensure that sufficient training events are on offer and that regular subject matter and quality assurance reviews are undertaken.

1. Contribute to quality assurance activities including collecting user statistics, capturing user feedback, and assisting with the development of local policies and procedures.

1. To actively monitor course uptake / activity of L&D courses and work with Programme Leads / trainers to take required action (e.g., course consolidation / re advertising etc.)

1. To ensure information on training and development opportunities, including training and publicity materials are produced by using a range of approaches and methods (including updating L&D intranet pages) and promoting across the organisation.

1. To provide cover for reception/administration and Workforce Development Team as required. To undertake the activities associated with these roles including setting up of rooms/moving furniture within health and safety parameters.

1. Service L&D meetings and committees as required.

1. Updating LEAP to accurately record delegate attendance to Education and Training Courses.

1. To update 'new starter' profiles of MAST training records previously completed at another Trust.

1. To represent L&D Business Manager in their absence, including attending meetings.

1. Maintain his/her own personal development.

Other responsibilities

1. To undertake any other duties appropriate to the pay band, as required by the Senior Management Team

The post holder will work to a flexible roster to cover the opening and closing times of Bishopsgate Training Centre.

Person specification

Qualifications

Essential criteria

• NVQ/Apprenticeship in Business Administration level 3 or equivalent experience
• GCSE English and Maths or equivalent experience in administration

Desirable criteria

• Evidence of continuing professional development
• Project Management qualification

Experience

Essential criteria

• Experience of working in a busy administration capacity, providing helpful and efficient customer service dealing with people face to face, email and by telephone
• Experience of managing diaries and organising meetings and events
• Experience of working as part of a team.
• Experience of working within a multi-disciplinary team
• Experience of working under pressure and delivering to tight deadlines
• Experience of planning and coordinating events

Desirable criteria

• Experience of working in the NHS or similar setting
• Experience of working in an education or learning setting.
• Experience of using Learning Management Systems
• Experience of Zendesk or similar helpdesk ticketing / customer service platforms

Knowledge / Skills

Essential criteria

• Intermediate skills in Excel, PowerPoint, word & Office 365.
• Ability to provide PA support for meetings e.g., organising, booking rooms, minute taking
• Ability to work both independently and as part of a team
• Good interpersonal skills
• Able to communicate verbally and in writing with a range of audiences in an easily understood manner.
• Exceptional organisational skills and ability to prioritise
• Ability to meet deadlines and to work under pressure
• Ability to manage diverse workload whilst dealing with frequent interruptions
• Ability to organise and evaluate data, assessing its importance by creating and maintaining databases and spreadsheets and identifying areas for action
• Excellent attention to detail and quality control, with the ability to draft accurate letters, memos, emails, and reports.
• Good working knowledge of Health & Safety and Information Governance requirements
• Knowledge of our business and how it impacts on patient care
• Ability to liaise with professional staff at all levels
• Working knowledge of confidentiality issues
• Ability to show sensitivity, diplomacy and understanding
• Ability to travel across sites

Desirable criteria

• Advanced Microsoft Excel skills
• Procurement training
• An understanding of mental health care provision, together with an awareness and appreciation of current NHS policy and priorities in relation to mental health services.
• Lived experience of mental health problems or caring for someone with mental health problems

The Trust is committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Confident Employer, we welcome applicants from all sections of the community and people of all protected characteristics. We provide reasonable adjustments for candidates with a disability and are committed to treating people fairly with compassion, respect and dignity and in promoting equality and human rights. We aim to put this commitment into practice by:

• Embedding our commitment to tackling inequality, eliminating discrimination and harassment; promoting equality of opportunity and fostering good relations in our everyday practice
• Ensuring that all our services and all staff understand and support our commitment
• We believe that people who use our services, their carers and our staff, should be treated with compassion, respect and dignity

Please note:

• That all applications for this post will need to be made online
• That you read and understand the Job Description and Personal Specification attached to the role. Your Statement in Support should reflect the requirements specified as your application will be judged against these criteria
• That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received. We advise that you submit your application as early as possible
• That once you have submitted your application you agree to your application being transferred to a 3rd party e-recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs
• That should you not have heard from us within three weeks from the closing date your application has not successful
• That priority consideration for applications may be given to at-risk NHS employees
• That should you be successful and appointed, you authorise South London and Maudsley NHS Foundation Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
• That we are a smoke-free Trust

SLaM is a Stonewall Diversity Champion , Stonewall is the largest Lesbian, Gay, Bi and Trans (LGBT) rights charity in Europe'

Employer certification / accreditation badges

Documents to download

• Job Description and Personal Specification (PDF, 472.6KB)
• SLaM Staff Benefits (PDF, 1.1MB)