General Duties

• Provide a face-to-face counter presence during advertised opening hours to ensure a consistent and reliable service for staff, contractors, patients and visitors.
• Monitor the dedicated travel phone line and mailbox and respond to queries in a professional and timely manner.
• Provide personalised travel planning advice to staff, patients & visitors, using online resources and local knowledge to tailor the options to meet the customers needs.
• Promote the various travel & transport initiatives and schemes at UHD to encourage behaviour change and nudges towards sustainable travel options.
• Co-ordinate events and activities to raise awareness of sustainable transport modes and initiatives being offered at UHD.
• Perform administrative duties relating to transport schemes, to include facilitating bookings, monitoring uptake, keeping records, auditing processes, collating data and reporting trends.
• To be an operational point of contact between UHD and external service providers
• Work with the communications team to create, maintain and update content on the intranet and external websites to ensure information is easy to find, correct and relevant to the audience.
• Manage stock levels and handle payments for the sale of promotional items including travel passes, D’Locks and bicycle lights.
• To have a good knowledge and understanding of travel and transport modes and offers locally
• To have a good knowledge of sustainability issues and wider environmental concerns which may relate to the role

Communication and Working Relationship Skills

• Able to communicate with a wide range of customers and effectively tailor communication styles to suit the situation.
• To be able to communicate with sensitivity and empathy with patients and visitors who may be facing difficult and emotional circumstances.
• Able to apply discretion and tact, to situations whilst maintaining confidentiality and data privacy at all times.
• Maintain positive relationships with colleagues from across the trust to meet demands of the role and find appropriate solutions to issues through collaborative working.
• Liaise with external suppliers to support day to day activities and maintain effective working relationships.

·         To escalate complaints or queries which require senior response to the Travel & Transport Supervisor or Manager.

Analytical and Judgemental Skills

• To complete data entry administrative duties and maintain KPI spreadsheets on transport initiatives.
• Able to analyse operational data to identify trends or highlight areas of concern.
• Able to create reports and present data to a suitable level using microsoft packages (including word, excel and powerpoint).
• To support the wider Sustainability Green Plan by recording and analysing travel emission data.

Planning and Organisational Skills

• Able to effectively plan and manage own workload.  
• Work with the wider Travel & Transport team to share tasks and effectively manage duties between all staff.
• To manage periods of annual leave alongside the rest of the team to ensure continuity and resilience of service.
• Prioritise work efficiently and effectively, ensuring consistent service provision within the parameters of a busy department and a demanding workload.

Responsibility for Patient/Client Care, Treatment and Therapy

• Provide advice to patients and visitors regarding transport and parking options at the site. Support patients and visitors with obtaining concessionary parking arrangements.
• Liaise with a high volume of patients/visitors often under emotionally difficult circumstances and work with them to achieve positive outcomes.

Responsibility for Policy / Service Development

• Undertake audits and surveys as necessary in relation to site operations.
• May be required to provide input/comment on the development of work processes and projects relative to area of work.
• Follows Trust and local policies and Procedures as necessary to own work.
• To be proactive in highlighting areas for improvement or identifying where resources can be saved by streamlining and/or changing processes and policies.

Responsibility for Finance, Equipment and Other Resources

• Responsible for ordering and maintaining stock levels of active travel items and equipment.
• Processing of payments for active travel items using the internal card machine.
• Managing an asset register for keys issued out for bike storage areas and lockers. Key management processes may include signing keys in/out, auditing usage, re-ordering lost keys, processing deposit payments and refunds.

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

• Support with on-the-job training of any new team members as required. Usually carried out through shadowing

Responsibility for Information Resources and Administrative Duties

• To ensure accuracy in the inputting of information and data
• Responsible for the correct disposal of online and physical materials of a confidential nature.
• Ensures all paperwork in filed correctly and can be accessed as required.
• Maintain effective and professional communication with both staff and managers at all levels.
• Ensuring all work and conversations adhere to trust policy and GDPR.

Responsibility for Research and Development

• Produce reports from various databases for managers.
• Undertake audits and compile information relating to statistics and data gathered.
• To review data and identify trends or patterns which can be used to proactively respond to behaviour change initiatives.

Freedom to Act

• Making administrative decisions in the absence of the supervisor.
• Working on own initiative.
• To work autonomously within the team and work flexibly to meet the needs of the service.

Mental, Physical, and Emotional Effort

• The post holder can be put under emotional pressure dealing with patients and their families who find themselves going through a challenging time.
• The post holder may be required to explain policy decisions to staff who are dissatisfied with these, including parking permit allocation.
• This role requires continual use of computer visual display unit (VDU) to and carry out day to day processes, requiring prolonged periods of concentration and being seated.
• Working on own initiative, ensuring excellent communication is maintained with internal operational colleagues, management, wider trust staff, members of the public, external contractors and scheme partners from outside organisations.
• Required to work to deadlines.

Any Other Specific Tasks Required

     Being in a front of house role, there may be enquiries at the desk which relate to general hospital information or wayfinding. Whilst each site will have a dedicated reception team to answer these, a good overall knowledge of the site will be expected to be maintained.