Description

 

Job Title:                                            Team Lead – OPD Admin             

Department:                                      Outpatient Department

Responsible to:                                 Head of Customer Services         

 

Job Summary

To lead the Outpatient and Physio administration team, displaying excellent leadership and customer service skills. This role will also work alongside health professionals, and you will need to interface confidently with other administrative areas across the hospital.

Key Responsibilities

Provide support to the Head of Customer Services by:

·         Overseeing the day to day running of the Outpatient and Physio administration area, allocating tasks and ensuring all reception areas are covered whilst clinics are running.

·         Monitoring of consultant clinics to provide a seamless patient experience and liaising with consultants to provide solutions where necessary.

·         Hands on with booking appointments, answering the telephone and all other duties.

·         Weekly 1:1 meeting with the Head of Customer Services.

·         Training of new staff assigned to the Team.

·         Producing staff rota’s and signing off timesheets.

·         Managing the annual leave and sick cover for the designated team.

·         Be the main point of contact for bank and agency staff.

·         Conducting appraisals, probationary reviews and return to work interviews.

·         First in line dealing with issues within the area/team, updating and informing Head of Customer Services, particularly where issues need escalating.

·         Attend 9@9 meeting in the absence of the Head of Customer Services or any other meetings where required.

·         Collaborate with the Head of Customer Services to identify, plan and roll-out operational/efficiency improvements and embrace new initiatives to achieve Hospital objectives.

     ·         Participate in the interview panel for the recruitment of new staff for the department

·         Take responsibility for exemplary customer service within the department and lead by example.

Additional Information

• Taking reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, the hospitals Safety, Health and Environment Policies and procedures and to cooperate with the hospital on any legal duties placed on it as the employer.

• This job description is not designed to be an exhaustive list of duties and responsibilities but represents the current key areas of work. There will be additional duties and responsibilities implicit within the role.
• The post holder’s duties will always, be carried out in compliance with Hospital policies and procedures.  In particular, the post holder will act in accordance with the Equal Opportunities, Grievance, Disciplinary and Health & Safety Policies, as well as dealing with complaints, confidentiality and quality matters.
•  Staff may be required to work in any department to meet the needs of the service, with potentially variable patterns of work that may include weekend working.
• The post-holder must always respect the confidentiality of information in line with the requirements of the Data Protection Act and ensure compliance with associated legislative and Hospital policy.

Person Specification

The following specification represents the range of skills, abilities, and experiences etc. relevant to the position. Applicants are expected to meet the attributes that have been identified as essential.

Qualifications, Education & Training	Essential	Desirable	Method of Evaluation
NVQ or equivalent in Business Administration		X	Production of qualifications/certificates and application form
Experience
Experience of leading a team in a supervisory role.	x		Interview, application and selection process
Experience of working in an administrative, clerical environment/reception area	X
Organised and able to work on own initiative as well as within your team	X
Experience of the Healthcare Industry		X
Skills and Attributes
Strong IT skills	X		Interview, application and selection process
Excellent customer service skills and the understanding of how this benefits the business	x
Excellent communication skills, both verbal and written	X

 

The closing date for applications is 22nd July 2026.

We reserve the right to close vacancies prior to the advertised closing date, if a large number of suitable applications are received. We encourage early applications to ensure consideration. 

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.