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We are looking for a Senior Administrator to join our friendly and supportive team. Our administration team is the first contact patients have with our services. These are important roles at the heart of the high-quality care we provide. The successful applicant will possess robust organisational skills, excellent communication and interpersonal skills and will also be able to demonstrate a sound knowledge of Microsoft Office programmes including Outlook, Word and Excel. The post holder will be comfortable with IT and be keen to learn new software packages and processes. This is a challenging role working within an extremely busy office and it is therefore important that you are enthusiastic, motivated and able to work under pressure. You must be able to demonstrate the ability to work independently and as part of a team. The Post holder will offer exceptional customer service while managing referrals to the service, appointment bookings using our patient system IAPTus. Taking telephone calls and monitoring all e-mails to the service. The role also includes specific tasks such as E-roster, Waiting List Management, Information Governance Requests, Supervision, Health & Safety and Fire warden responsibilities. Croydon is geographically the largest and the second most populated borough in London. The borough is interesting and unique in that it is made up of urban and suburban areas and many green spaces, some protected under Green Belt laws. The borough is rich in ethnic and cultural diversity; BME communities make up about 40% of the population. East Croydon mainline train station provides accessible, easy and fast routes from Croydon to Sussex, Surrey and Kent and to central London and north London (via London Overground and ThamesLink). We have close links with our sister IAPT services within SLaM, with the IAPT training courses at the Institute of Psychiatry and University College London (UCL). We aim to provide patient-centred, responsive and high quality psychological health and wellbeing services for the Croydon community. You can expect a creative, welcoming and social team. We take pride in involving our staff, drawing upon their skills and strengths and have a Staff Health and Wellbeing Champion. Administrative: Deal professionally, politely and promptly with enquiries from all service users, visitors and staff. To deal professionally and sensitively with telephone enquiries, taking messages and using initiative to follow up actions as appropriate. To input referrals to IAPTus and organise appointments for patients. To assist and reassure patients who may be distressed or confused. Ensure that urgent matters are brought to the attention of relevant staff quickly and accurately. To provide cover for other administrative staff within the service during periods of absence. To collate and provide performance data as required on a regular basis as identified to the Business Manager Monitor and update operational data quality information proactively to ensure targets and standards are met. To provide proactive and comprehensive administrative support to ensure that all office procedures are carried out efficiently and where necessary initiate new ones bringing ideas to the team in order to maximise effective working. To maintain an up to date and accurate computerised filing system. To be jointly responsible for updating and maintaining the Service Website. To work alongside the Business Manager to ensure that the monthly e-roster is updated and ensuring that this is checked and signed off by the Team Manager. Oversee the Stock Ordering process in line with Trust Procedure and budget guidelines. Work with the triage Manager to manage triage slot allocation for the therapy team. E-Roster: To work with the Business Manager & Senior Admin to maintain the E-Roster system for the service. Updating sickness, uploading new Rosters and adding new staff. Waiting List: To maintain and review information processes to facilitate the effective administration and monitoring of all patients on the elective waiting list. Review and analyse data in order to track patients and take proactive action in order to adhere to the NHSE waiting time targets. To manage patient queries and complaints in relation to waiting times and appointments, by investigating, resolving and responding to patient queries in conjunction with the multi-disciplinary team. Supervision: Where required provide supervision to junior admin staff on a regular basis (monthly) where delegated and as appropriate, identifying training and development needs. To maintain full and appropriate signed written records of all supervision sessions To address issues of poor performance in conjunction with the Business Manager in accordance with Trust Policy and Procedure. Health & Safety: To jointly undertake monthly Health & Safety Inspection Checklists and Fire Warden Checklist across sites and submit to the Business Manager. In conjunction with the Business Manager, to complete various risk assessments ass appropriate using the Assess Net system. To escalate Health & Safety issues via the appropriate channels. Training & Education: To participate in development and training identified through the appraisal and supervision process To attend and participate in all identified mandatory training. To assist with the induction of new staff. Other: To provide cover for the Business Manager on an adhoc basis as required To undertake any other duties appropriate to grade as requested by senior staff.