Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The ED Reception Manager is responsible for organising and coordinating the Emergency Department administrative operations and procedures in order to ensure organisational effectiveness and efficiency. They will be responsible for the management of a team in a leadership role. Main duties of the job Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. An exciting opportunity has risen for a Band 5 Emergency Department Reception Team Supervisor. This post is a 37.5 hours, with flexible working pattern as shifts which will include both weekend, evening and potential night working as appropriate. The Emergency Department Reception Team Supervisor is responsible for the reception team that supports the smooth running of the department. The position is cross site and includes our Guy’s Urgent Care Centre. The Emergency Department Reception Team Supervisor is responsible for having a “helicopter view” of the team’s status across the entire department including the UCC and Paediatric Emergency Department. The role will consist of a large leadership element being a role model for teamwork, leadership and professionalism with in the ED. The Emergency Department Reception Team Supervisor will be supported by the Service Manager as well as the wider Emergency Department team. Strong communication and organisational skills with the ability to work well with others within different roles within the Emergency Department are key to this position, as is strong administrative experience and the drive to improve patient care Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs. We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients. Detailed job description and main responsibilities A list of staff the post holder will have regular contact with: Service Manager, Matrons, Consultants and Junior Medical Staff, Nursing Staff, Clinical Nurse Specialists, Allied Health Professionals, Administrative and Clerical Support Staff. As the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for our patients, our staff and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. If it works for the service, we’ll make it work for you. Duties and Responsibilities Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service. Act as the first point of contact for the team dealing with verbal and telephone enquiries and correspondence in an effective, courteous and timely manner using initiative as to appropriate action to be taken. Responsible for day-to-day organisation of the team, including handling mail, maintaining adequate stationery supplies, room bookings and all equipment is in working order. Deal with the day to day operational issues and ensure that complaints are investigated and managed effectively. Responsible for designing processes and protocols for the administrative function. Ensure that these are reviewed continuously and recommendations are made for improvement as appropriate Responsible for establishing and maintaining accurate electronic filing to minimise the requirement for paper filing. Effective management of the telephone and PC purchases. This includes monitoring usage, ordering, maintaining and keeping a track on bleeps/pagers, Blackberries and mobile phones. Ensure cover is provided for the office in the event of leave or other absences. Maintain records of annual leave, sickness absences, training (including Mandatory Training) and staff appraisals within set timeframes and forwarding relevant information to HR and Occupational Health and preparing routine reports as required. Staff Management Supervise and manage a small team on a day to day basis, in line with Trust policies on staff management, including recruitment & selection, performance and absence management. Carry out regular performance appraisals for team members, identifying training and development needs and ensuring that these are met. Ensure that new and temporary members of staff receive a full induction to the department and their role. Ensure that robust arrangements are in place to provide effective sickness and annual leave cover within the team, minimising agency usage. Assist management with the recruitment and selection process ensuring all actions meet Trust requirements. Motivate, develop and support individual staff members. Hold regular team meetings and facilitate clear and effective two-way communication with the team. Ensure that the team are up to date with Trust and department policies and procedures and developments that affect their working life. Participate in discussions concerning ways to improve service provision and the work environment. The post holder is required to follow Trust policies and procedures which are regularly updated including: Confidentiality / Data Protection / Freedom of Information Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 2018. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 2018 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2000, post holders must apply the Trust’s FOI procedure if they receive a written request for information. Information Governance All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner. Equal Opportunities Post holders must at all times fulfil their responsibilities with regard to the Trust’s Equal Opportunities Policy and equality laws. Health and Safety All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trust’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees. Infection Control All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs. All post holders must comply with Trust infection screening and immunisation policies as well as be familiar with the Trust’s Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps. Person specification Qualifications/ Education Essential criteria Educated to degree level or equivalent qualification or experience. GCSE or equivalent in Maths and English Desirable criteria Leadership qualification Previous experience Essential criteria Proven experience of managing a busy office or as a senior administrator with a significant level of responsibility. Proven practical experience of setting up and maintaining effective and efficient workflow and administrative systems (2) Previous supervisory/Staff Management experience, including exposure to dealing with a range of issues e.g. appraisal, grievance and disciplinary procedures. Desirable criteria Experience of working within the NHS in an Emergency Department Skills/Knowledge/ Ability Essential criteria Excellent organisational skills with a demonstrable ability to prioritise workload and work methodically, efficiently and accurately to meet deadlines Demonstrable communication and influencing skills with the ability to remain calm, effective and efficient during difficult situations. Ability to show initiative and work independently where appropriate Ability to communicate clearly verbally and in writing Ability and willingness to handle confidential information without compromising confidentiality or trust Methodical approach and attention to detail Ability to be flexible and to adapt to changing and challenging circumstances Ability to use word processing, spreadsheet and database packages in particular Microsoft Word, Excel, Access and Outlook An understanding of Diversity and Equal Opportunity issues. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Emil Job title Deputy Service Manager Email address [email protected] Additional information [email protected]