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Manager Admin & Central Booking Team

NHS AfC: Band 5

Main area
NHS AfC: Band 5
Full time - 37.5 hours per week (Each member of the Haringey IAPT team works one out of hours (12:00 to 20:00) shift per week)
Job ref
Whittington Health NHS Trust
Employer type
Crouch End Health Centre
£29,553 - £36,265 per annum including applicable HCAs
Salary period
31/10/2021 23:59

For our current apprenticeship vacancies, please go to https://www.gov.uk/apply-apprenticeship and use Keyword ‘Whittington’

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.



Job overview

Haringey IAPT (Improving Access to Psychological Therapies) is looking for a manager for their small admin and central booking team. Ideally, you will be a good people-person with a strong background in administration.  As a manager you will be expected to establish and maintain good working practices within the team but you will also be expected to work as part of the team, answering calls from patients and professionals and booking appointments.

Main duties of the job

The Administration and Central Booking Manager’s key role is to supervise and support the Administration and Central Booking Team by providing day to day management.

The post holder will have responsibility for supporting patients through their booking/clinical pathway to ensure prompt treatment, no unnecessary delay and confusion, and to enable a positive and reassuring care experience.

The postholder will ensure that every effort is taken to the improve quality of communication, and work proactively to improve access to information and response to enquiries for all patients who use the service.

The post holder will be expected to undertake clerical and administrative duties as part of the team where appropriate, ensuring the maintenance of basic and essential services are met.

The post holder will ensure the work of the department is carried out to the required high standards and will contribute to the continuous evaluation of systems to improve the service and to meet targets.

Working for our organisation

Haringey IAPT ("Let's Talk") is a vibrant well-established IAPT service.   It is a forward thinking and innovative provider of a range of IAPT treatments for common mental health problems. It has an excellent reputation and is known for its high quality of service delivery and service design.

Haringey IAPT serves a diverse patient population in the vibrant multi-cultural and multi-lingual borough of Haringey.  

 The service is particularly interested in recruiting therapists who are fluent in one of the other languages spoken in Haringey such as Turkish or Spanish.

All staff are required to do one out of hours shift (12-8pm) per week 

Please click here to see a video of what it is like to work in Adult Community Services, Whittington Health:

Detailed job description and main responsibilities

  1. General
    • The post holder will be responsible for the day-to-day supervision, line management and performance of the Administration and Central Booking Team staff members
    • Responsible for ensuring all equipment, stationery and systems necessary for the team to work efficiently are present and correct and rectifying where necessary.
    • Responsible for ensuring tasks are fairly distributed amongst the team eg recording of the outreach group data
    • To ensure that any information is effectively disseminated throughout the team/service as directed
    • To act as the single point of contact for queries relating to administration and central booking
    • Adhere to appropriate health and safety, fire and statutory regulations and all Trust policies relevant to the post
    • To investigate and respond to complaints relating to administration and central booking
    • To support the Service Manager
    • Undertake any other duties commensurate with the grade as agreed and delegated by the manager


  1. Staff Management
    • Line management of the Admin and Central Booking team staff members
    • Develop team morale/motivation and good team working through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure
    • To draw up staffing rotas, as appropriate (eg out of hours reception cover)
    • Responsible for ensuring the Team is adequately staffed at all times and where necessary (in collaboration with the Service Manager) recruiting bank staff to cover temporary absences
    • To set standards and to monitor staff performance against defined standards, identifying training needs and performance issues, and taking action as appropriate
    • To collate and monitor leave of all team members authorising over time/flexi leave as and when required ensuring that minimum safe staff numbers are maintained.
    • Responsible for sickness reporting and day to day management in line with Trust policy, taking action where necessary, undertaking 1st stage management of staff performance and escalating to manager where further intervention is required.
    • Responsible for updating the ESR system for annual leave, sickness and training and monitor reports
    • To monitor and distribute the workloads of the staff within the team, ensuring that all staff have the appropriate workloads and take action as required
    • To facilitate cross training between staff to ensure robust cover arrangements within the team during periods of leave
    • Lead on recruitment and retention of Admin and Central Booking Team members
    • To ensure all staff, permanent and temporary, are appropriately inducted, that all policies and procedures are followed and that new staff members have the resources, training and knowledge to perform their role.
    • To ensure that the team follows the Trust’s policies and procedures
    • To maintain/implement effective office/departmental systems and processes with a view to working more efficiently/effectively and continuously improving the patient experience.
    • To ensure that all staff have annual appraisals as part of the KSF programme and to develop staff Personal Development Plans and Objectives, and ensure that all staff are compliant with their mandatory training
    • To supervise, support and organise the day to day running of the service, identifying resources needed, distributing the workload and ensuring staffing levels are adequate to meet demand and priorities.
    • To ensure effective communication takes place and escalation of any issues
    • To provide motivation and leadership to the team
    • To identify and implement service improvements
    • To ensuring that appropriate performance metrics and other information is available.
    • To advise manager of of any issues within the team that could affect the running of the service
    • To work to ensure that performance standards are met by each team member
    • To handle any disciplinary, performance, attendance and/or grievance matters in line with trust policy and support from line manager and HR Business Partner



  1. Performance Management and Organisational Development
    • Review and update relevant service procedures.
    • Monitor performance and action as necessary, meeting departmental, Trust and national targets, participating or providing information for audits as required. Collect any data that is required for monitoring purposes
    • To monitor and review waiting times
    • To recommend service improvements and lead where directed in service development within the department.
    • Responsible for office equipment and environment, ensuring maintenance and repairs as necessary
    • Maintain and utilise department and Trust information systems currently in use and ensure the accuracy of information held on relevant computer systems.
    • Keep work up-to-date within service set standards, as agreed with line manager.
    • Attend training that will benefit both the patient the individual and the Trust.



  1. Training and Development
    • To be appraised annually as part of the Trust’s Individual Performance review and Personal Development Plan
    • To demonstrate a commitment to the knowledge and skills framework within your personal development plan, identifying personal training needs in addition to those highlighted by line manager/senior management team
    • To undertake team training as identified and to demonstrate a commitment to the development of effective team working
    • To facilitate good team working relationships both within own team, the wider service and the Trust
    • To undertake mandatory training within the Trust and any other training required in order to be able to carry out daily duties
    • To Identify training and development needs for Admin and Central Booking staff and where appropriate deliver training to new and existing staff in relation to systems and processes.



  1. Administration and Central Booking
    • The post holder will be expected to support the running of the Admin and Central Booking by direct day-to-day involvement in the tasks of the team, to include:
    • Managing opt-ins, referrals and sending patients an SMS/letter to invite them to the service
    • RiO checking referrals – reviewing the referral and providing a brief paper triage to identify any overt statement of harm to self/others and referring to the duty supervisor
    • Central Patient Scheduling: booking telephone\face-to-face triage screens for all patients accessing IAPT in order to meet monthly KPI targets
    • Central Patient Booking: booking of face-to-face appointments for all patients accessing IAPT – managing waiting list requirements and booking patients their first treatment slots in various clinical locations across the borough of Haringey
    • Patient administration on the IAPT system, IAPTUS
    • Provision of out of hours reception cover on rota basis
    • Taking/logging and answering voice messages
    • Redirecting emails and voicemails received into the service to respective clinicians – managing admin mailbox daily
    • Managing the various online accounts, e.g. self-referral account, opt in, etc.
    • Post – sending clinical letters to patients and GPs daily, receiving and sorting IAPT post
    • Answering calls, and liaising with patients (or carers) experiencing mental health difficulties, often with high levels of distress and who may find themselves in difficult circumstances
    • Manage patient cancellations, DNAs, and patient re-scheduling
    • Logging patient complaints/feedback
    • Booking interpreters for initial assessment and treatment sessions

Person specification


Essential criteria
  • A high standard of education including GCSE Maths and English at 4-9 or equivalent Key Skills Level 3 in Literacy or equivalent


Essential criteria
  • Some experience of staff supervision
  • At least two years experience of working in an office environment
  • At least two years experience of working as a member of a team
Desirable criteria
  • Line management experience

Skills and Abilities

Essential criteria
  • Leadership skills
  • Excellent team worker/builder
  • Excellent verbal and written communication skills
  • Committed to self-development
  • Enthusiastic and positive, with a ‘can do’ approach
  • Excellent organisational and prioritization skills
  • Able to remain calm in a crisis and deal with sometimes distressing situations in terms of both patients and staff
  • Able to problem solve
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Applicant requirements

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here. It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here. Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 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.

Documents to download

Apply online now

Further details / informal visits contact

Penny Steed
Job title
Business and Ops Manager
Email address
Telephone number
07961 254 116
Additional information

Evi Aresti evi.aresti@nhs.net IAPT Clinical Lead