Main duties of the job
Contribute to the provision of healthcare for the Welsh Ambulance Service NHS Trust (WAST) by operating the department Help-Desk and providing a reception function and comprehensive administration support to the Estates & Facilities teams and wider stakeholders, ensuring the delivery of a professional and efficient service.
Be the main point of contact for visitors, staff and contractors by telephone and in person, which will include members of the Executive team and representatives of Welsh Government. Process and issue badges to visitors and contractors, ensuring the visitors log is signed before allowing entry. Deal with colleague/contractor queries and complaints and react responsibly to emergency situations.
Provide a full administrative support service, raising and receipting orders, carrying out word processing of letters, documents, reports and presentations. Facilitate meetings/training courses and process associated documentation. Carry out photocopying, filing, archiving of old records, scanning, binding, laminating and use of a guillotine. Issue stationery, monitor stock levels and reorder as necessary. Assist in the development of appropriate administrative and planning systems, procedures and processes.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
Detailed job description and main responsibilities
- Assist with the setting up and/or renewal of external contracts by liaising with the Managers, clinical end-users, Shared Services and Contractors to ensure the timely organisation of service contracts.
- Arrange and reschedule meetings/training courses, organise events, visits, travelling and accommodation.
- Input data and retrieve information on Estates & Facilities Access databases. Use the Trust’s Oracle software system to order goods and/or services and receipting of invoices for payment of accounts. Liaise with Procurement, Finance and external companies to resolve queries relating to orders and the payment of invoices.
- Record deliveries on a stock control database and place in the appropriate storage area, updating the system with location and quantity details.
- Collect, open, log, collate and distribute incoming mail on a daily basis. Identify and deal with mail of an urgent nature and process external mail for delivery to the mail room.
- To be the main point of contact with visitors and guests to the Cardiff Area Ambulance Station by telephone and in person and to deal with enquiries wherever possible communicating complex information using tact and persuasion when required.
- Using tact and diplomacy, liaise with staff at various levels throughout WAST, dealing with queries and complaints and give advice on job status on requests in order to ensure colleague satisfaction.
- Communication may be verbal, face-to-face or via e-mail. Callers include clinical staff, supervisors, line managers, contractors, Senior managers, Heads of department and members of the public.
- Interpret colleague and contractor needs on reception, using tact, persuasion and reassurance skills when necessary for those who may be irate or distressed. This can be face-to-face, by telephone or email.
- Deal with any queries and complaints from staff, contractors and visitors to the station in a professional manner, forwarding on any unresolved issues to the appropriate person if required.
- General office duties including photocopying, scanning, filing, archiving of equipment records, general word processing of letters, equipment due service memos, reports, Formal minutes, notes of meetings, presentations, data entry and retrieval of information, some of which may be of a highly confidential and/or sensitive nature.
- The post holder may be required to provide office administrative support to Executive teams on site.
- Operate the department telephone helpdesk and process requests utilising the Operational databases. Deal with queries and complaints and ensure urgent requests are recorded accurately and timely and forwarded to the appropriate responsible person to ensure that remedial action is taken. Create and update tasks/jobs on the database and provide feedback to colleagues on request to ensure a professional service delivery.
- Raise and receipt orders and requisitions on Oracle for goods, services or contracts.
- Labelling and recording equipment parts deliveries on the departmental stock control system and place in the appropriate storage area, updating the system with location and quantity details.
- Package, despatch and receipt of equipment sent to manufacturers and external contractors, updating equipment records as necessary.
- Monitoring, creating and updating the NET2 Paxton Access Card system, ensuring site security is of paramount importance.
- Regular use of the Estates CAFM Access Database System in input data
- Regular use of the Digital ID software to create ID Access Cards
- Liaise with Health Board staff and external companies and contractors regarding invoice payments and queries. Communication can be verbal or via email and would include finance and procurement staff in addition to company representatives.
- Keep their Line Manager advised on any developments within the department on all matters relevant to the role.
- Plan, organise and reschedule meetings, events, visits, travelling and accommodation as necessary, using tact and persuasion when arranging and rescheduling meetings and events both verbally, manually and electronically.
- Co-ordinate building activity, include being responsible for providing access the facilities within the building, including gym access.
- Encourage effective communication on a daily basis via team briefings advocating the use of tact and diplomacy at all times when liaising with colleagues, and external agencies.
- Adhere to WAST policies whilst communicating information of a confidential and/or sensitive nature, ensuring a secure environment whilst working on confidential documentation which should be filed in a secure area.
- Attend and actively participate in regular staff meetings, be proactive and propose changes to working practices.
- Contribute in the development and implementation of department objectives, which reflect past and future WAST objectives.
- The post holder will be required to concentrate for long periods of time, engaged in the use of a keyboard to input data where speed and accuracy is of the utmost importance to ensure an effective service delivery.
- Support the Facilities Manager and team in developing and implementing new and innovative ways of working to improve efficiency and effectiveness and assist in the development of appropriate administrative and planning systems, procedures and processes.
- The post holder is guided by clearly defined occupational policies, protocols and procedures.
- The post holder is responsible for organising their own workload, and expected to work independently within appropriate guidelines and is managed rather than supervised and assessed at regular agreed intervals.
- Work on own initiative, resolving problems independently where possible and referring to line manager when necessary.
- The post holder is responsible for data input and retrieval of information on established WAST databases and software systems.
- Create and maintain spreadsheets, including formulae to record invoicing and revenue costs against goods/services procured via Oracle.
- Required to undertake routine audits within the department to evaluate current working practices and procedures and the use of new equipment.
- To participate fully in the directorates CPD program by attending all necessary manufacturers training courses and other relevant associated courses, conferences and seminars. Ensure that own statutory and mandatory training is completed within the designated timeframes.
- Provide training, advice and support and demonstrate routine office duties to new starters.
- Monitor and maintain adequate stationery stock levels regularly and reorder as necessary.
- Act as Fire Controller for the reception area (contractors & visitors) and support with weekly fire alarm testing.
