Main Duties
Administration and Reception Monitor designated shared email inboxes, respond to routine enquiries within agreed timescales, follow up actions and elevate concerns appropriately. Provide reception and visitor support when required, presenting a professional, courteous and helpful image to service users, visitors, stakeholders and staff. Welcome visitors, support access requirements and ensure the appropriate member of staff is informed of their arrival. Provide regular and ad hoc administrative support to senior team members, service leads and corporate functions, prioritising work against agreed deadlines. Use Microsoft Outlook, Word, Excel, Teams and PowerPoint, together with other SDHC systems, to produce correspondence, trackers, reports, presentations and routine management information. Maintain accurate electronic records, databases, contact lists, shared folders and filing systems, ensuring information is complete, current and handled appropriately. Coordinate, attend and/or facilitate meetings as required, including preparation of agendas and papers and accurate notes or minutes where requested. Provide project-related administrative assistance, including action tracking, document preparation, follow-up of delegated tasks and support for the implementation of new processes or systems. Support stock checking and ordering of office, meeting and event supplies and help maintain a tidy, safe and well-organised working environment. Support patient, staff and stakeholder queries in line with agreed processes and professional boundaries, escalating complaints, incidents or service concerns appropriately. Provide reasonable cross-cover for other administrative functions when required to maintain critical services, with workload and priorities adjusted by the line manager. Contribute to accurate data capture, audit activity and service improvement where required.
Event Booking and Pre-Event Coordination
Assist with, and where appropriate take the lead on, the practical coordination of SDHC-hosted meetings, training sessions, educational events and stakeholder or corporate events from initial enquiry through to completion. Act as an administrative and operational point of contact for allocated events, working alongside the relevant event lead or taking responsibility for coordination where agreed. Respond promptly and professionally to booking enquiries and gather the information needed to plan the event, including expected attendance, dates and timings, break requirements, catering or refreshments, room layout, accessibility, audiovisual/IT needs, flipcharts, pens and other equipment. Check room availability with Hillbrow, make provisional bookings where appropriate and confirm arrangements with the organiser once the required information is available. Identify and arrange the most appropriate room in line with expected attendance, current room-capacity guidance and event requirements, avoiding clashes and allowing sufficient preparation time. Maintain an accurate forward schedule of events, key contacts, deadlines, actions and room bookings. Complete required event records and booking documentation, including the event calendar and relevant online booking forms, ensuring information is complete and consistent. Support or coordinate attendee communications, invitations, registrations/RSVPs, joining instructions and reminders where these are managed by SDHC. Liaise with speakers, facilitators, education providers, caterers, suppliers and other external stakeholders in a professional and timely manner. Arrange agreed catering and refreshments within approval processes, confirm delivery timings and check associated orders and invoices for accuracy. Support the preparation of event plans, checklists, running orders, attendee lists, signage, room layouts and delegate materials as required. Check event supplies in advance, identify any shortages and arrange replenishment as required. Anticipate practical delivery issues, identify appropriate contingency arrangements and accelerate material risk or decisions promptly. Support proportionate event risk assessment and ensure relevant health and safety, fire, accessibility, security and emergency arrangements are understood and followed.
Event Delivery and Hosting
Be present for SDHC events as required, including scheduled evening events, and take operational responsibility for room setup, attendee arrival, event flow, practical troubleshooting and close-down. Prepare the room before attendees arrive, including furniture layout, presentation equipment, signage, delegate materials, refreshments and other agreed resources. Provide a confident and engaging front-of-house presence: actively welcome guests, introduce yourself, help people orientate themselves, support networking and ensure attendees feel looked after throughout the event. Deliver or coordinate the required site health and safety briefing to visitors and ensure attendees understand key emergency and welfare arrangements. Support speakers and facilitators with presentation, room and technical requirements and ensure they know who to contact if issues arise. Coordinate registration and attendance records where required, including certificates, feedback forms or other educational event documentation. Monitor breaks and event timings, replenish tea, coffee, snacks and other supplies when needed, and respond proactively to attendee or organiser requests. Keep the event aligned to the agreed running order, using initiative to resolve practical problems calmly and efficiently and escalating where necessary. Ensure rooms are left safe, secure, tidy and ready for normal use following the event, including appropriate storage or disposal of materials and completion of any site close-down requirements. Gather and record attendance data, feedback, costs and learning points as appropriate and use them to improve future event delivery.
Communication and Stakeholder Relationships
Communicate courteously, clearly and promptly with internal and external stakeholders by email, telephone, video call and face to face. Build effective working relationships with SDHC colleagues, member practices, education providers, speakers, suppliers, public and third sector partners, venue users and event attendees. Use discretion, tact and diplomacy, particularly when dealing with senior stakeholders, competing requirements, sensitive information or difficult conversations. Represent SDHC positively and professionally, adapting communication style to different audiences and situations.
Quality, Safety and Continuous Improvement
Work within relevant SDHC health and safety, risk management, safeguarding, information governance, confidentiality and data protection policies and procedures. Ensure administrative and event records are accurate and highly consistent. Report incidents, accidents, near misses, complaints and significant concerns in accordance with SDHC procedures. Contribute to the development and improvement of event checklists, booking processes, email templates, administrative systems and standard operating arrangements. Seek and use feedback to improve stakeholder experience, efficiency and consistency of service and event delivery.
Personal Contribution
Maintain productive relationships and contribute to a culture of regular feedback, learning and continuous improvement. Take responsibility for own development, learning and performance and maintain required training and development records. Work collaboratively and flexibly, helping colleagues across the organisation when critical functions or short-term priorities require support. Represent SDHC professionally and uphold SDHC values, standards of behaviour and expectations at all times.
Key Working Relationships
Senior Leadership Team SDHC service leads and administrative teams Hillbrow Health and Wellbeing staff and site users Member GP practices and Primary Care Networks Education providers, speakers and facilitators NHS, public sector, third sector and community partners External suppliers, caterers and service providers Patients, visitors, event attendees and other external stakeholders
Collaborative Working / Other Duties
SDHC expects all staff to work collaboratively to ensure critical functions are met in the wider interests of the company. This may include project work, temporary point-of-contact responsibilities and/or support for critical administrative tasks during periods of absence. Any such periods will be managed so that workload and priorities remain reasonable and appropriate support or training is provided. This job description is not exhaustive. The post holder may be required to undertake other duties appropriate to the level and nature of the role at the request of the line manager. The role and objectives will be reviewed as the organisation, its services and its event programme develop.
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