Service Support Officer

• Provide efficient and effective administrative support to the Operational Management Team and service delivery teams.
• Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions.
• Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings.
• Maintain accurate records and databases to support service delivery and reporting.
• Supporting the wider team with administration tasks.
• To be responsible for the day-to-day delivery of business administration support of all aspects of the work undertaken by the GP Confederation Operational Management Team.

• Provide efficient and effective administrative support to the Operational Management Team and service delivery teams.
• Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions.
• Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings.
• Maintain accurate records and databases to support service delivery and reporting.
• Supporting the wider team with administration tasks.
• To be responsible for the day-to-day delivery of business administration support of all aspects of the work undertaken by the GP Confederation Operational Management Team.

• Develop, maintain, and coordinate rota schedules to ensure safe staffing and service delivery.
• Manage and update rotas, communicating changes promptly to relevant staff.
• Process leave requests and incorporate into rota planning.
• Monitor staffing levels, addressing gaps due to planned/unplanned absence, escalating where needed.
• Liaise with staff and managers to ensure smooth rota operation, arranging cover or rescheduling appointments where required.
• Act as first point of contact for rota queries, escalating issues appropriately.
• Identify and implement improvements to rotas to support workforce wellbeing, service efficiency, and patient experience.
• Maintain rotas accurately and ensure timely circulation to key staff.

• Act as an initial point of contact for telephone and email queries from patients, practices, and colleagues.
• Handle enquiries sensitively and confidentially, providing clear information and appropriate signposting.
• Maintain timely communication with clinical and operational staff to ensure efficient communication and service delivery.

• Process patient referrals in line with agreed procedures, ensuring timely and accurate data entry.
• Book, confirm, and amend patient appointments using clinical systems (e.g., EMIS, SystmOne).
• Maintain accurate records of patient activity and support reporting requirements.

• Support accurate data input and collection on service quality and performance.
• Contribute to continuous service improvement by identifying opportunities to enhance efficiency and patient experience.
• Assist with incident reporting, safeguarding procedures, and risk management activities, including the escalation of risk to the most appropriate person.
• Support with the management of key information for service key performance indicators.
• Participate and contribute to various service delivery meetings and complete actions within planned time.
• Take a proactive approach in providing day-to-day support to the wider team
• Works with team members and colleagues to identify, manage and minimise risks, applying knowledge of the admin role to the overall organisational risk management frameworks.
• To support the introduction of new working processes to optimise quality.

• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice.
• Participate in team activities that create opportunities to improve patient care.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

• In agreement with their line manager carries out such other duties as may be reasonably expected in accordance with the grade of the post.
• Build and maintain professional working relationships with stakeholders.
• Excellent written and verbal communication skills
• Strong organisational abilities, capable of planning and prioritising effectively.
• Ability to work well under pressure and execute tasks to a high standard whilst supporting peers.
• Good questioning skills to enable issues/problems to be identified and resolved.
• Awareness and experience of working with and respecting confidential material.

Essential

• Experience
• Essential
• Experience in a busy office or service environment, with competing priorities.
• Administration experience including meeting support (agenda preparation, minute taking).
• Experience of working directly with the public and handling enquiries.
• Experience of rota management and/or appointment scheduling.
• Experience of working in a healthcare environment.
• Familiarity with clinical systems (e.g., EMIS, SystmOne).
• Systems and Applications
• Essential
• Competent in the use of Microsoft Office packages including Outlook, Word, Excel, and PowerPoint
• Knowledge of working with systems or software
• Knowledge of SystmOne and/or EMIS
• Personal Attributes
• Essential
• Enthusiastic, proactive, and self-motivated with excellent time management.
• Excellent communication skills, both written and verbal.
• Ability to prioritise workload and work independently with minimal supervision.
• Strong organisational and problem-solving skills.
• High level of attention to detail and accuracy.

Desirable

• Qualifications
• Desirable
• Administration/ Customer Care or equivalent qualification
• Systems and Applications
• Experience using design or database software.