1. 46 Park Road, Burgess Hill, West Sussex RH15 8ET
Home: 01444-870592 Mobile: 07867-987698
Email: hrghome@yahoo.co.uk
A highly committed and professional office manager motivated by achieving organisational goals to a high
standard. Leads with a supportive and engaging style and is personally honest, has a high degree of
integrity, an eye for the detail, and effective organisation and communication skills.
EMPLOYMENT HISTORY
Operational Manager July 2011 to date
Sussex Community NHS Trust
 Led a fragmented administration team in multiple locations, engaged with the team by initiating
regular meetings, listening, addressing concerns, and communicating expectations. Successfully
created a cohesive team resulting in improved performance and flexibility within the team.
 Managed teams in several locations and, through work planning and effective prioritisation,
provided all staff with regular access to line management, enabling hands on management of the
workload and effective resolution of issues as they arose, delivering departmental objectives.
 Supervised admin teams using effective delegation and leadership, clarification of processes,
performance assessment and negotiation, in order to ensure that clinics were full, clinical staff
supported and patient waits kept to a minimum. Implemented all aspects of staff management,
including annual appraisals, team meetings, tracking leave and training, undertaking disciplinary
action, and managing a reduction in staff levels in line with challenging budget constraints.
 Created standard operating procedures for the department, collated information from different
sources and produced a reference manual resulting in uniformity across teams and facilitating
cross-cover between teams when required, improving efficiency and flexibility.
 Produced processes and literature compliant with requirements of the Care Quality Commission
(CQC) regulatory body, in collaboration with colleagues on other sites to ensure consistency,
resulting in a successful CQC inspection in December 2014.
 Created Health & Safety documentation in line with Trust policy and collaborated in Health &
Safety and Infection Control audits, resulting in remedial action to improve audit scores and
protect patients and staff.
 Supported the introduction of a new computer system in partnership with the IT roll-out team,
providing detailed service knowledge to aid roll-out plans and ‘test drive’ the new system, resulting
in a successful implementation.
 Expert knowledge provider to a project team working on specialist outpatient service redesign, in
order to aid planning and the implementation of new processes, resulting in standardised
treatment options and improved efficiencies.
 Designed, ran and administered all non-clinical aspects of the podiatric surgery service, resulting
in a smooth running service that regularly receives positive patient satisfaction results.
 Managed and administered a ‘waiting list initiative’ requiring exceptional attention to detail and
organisational skills, resulting in different cohorts of patients undergoing surgery in different
locations with processes and documentation tailored accordingly.
 Coached and supported new staff in learning admin processes which released the Operational
Manager from some of the day-to-day admin responsibilities.
 Resolved problems arising with patients, equipment, and the ‘fabric’ of the surgery unit (e.g.
heating, lifts, etc) in order to ensure the minimum disruption to patients and staff.

2. Administrator, Podiatric Surgery Service Feb 2005 to date
(concurrent with Operational Manager role from July 2011)
 Created and documented administrative processes to support the podiatric surgery service,
resulting in safer surgery, fewer wasted theatre sessions, and the provision of a clear treatment
plan for all patients.
 Scheduled outpatient appointments, negotiated surgery dates with patients, and produced
bespoke documentation, resulting in the optimum use of theatre capacity, pre-planned patient care
and the provision of patient information which helped to reduce anxiety on the part of surgery
patients.
 Delivered administrative input to a project team undertaking the relocation of the surgery service,
and helped with setting up the new unit, resulting in a successful move without any missed patient
appointments or cancelled surgery sessions.
 Established a single contact point for surgery patients, providing access to a knowledgeable and
responsive individual who dealt with all queries and patient concerns and coordinated the clinical
response to post-surgery problems.
 Drafted and published patient information leaflets in order to provide patients with a complete
information pack prior to surgery.
Administrator, Musculoskeletal Service Feb 2005 to July 2011
(concurrent with Administrator, Podiatric Surgery Service role until July 2011)
 Scheduled appointments for specialist outpatient clinics, handled telephone enquiries, devised and
documented administrative processes.
Temporary administrator Mid Sussex NHS Primary Care Trust Sept 2004 to Feb 2005
Career Break Sept 2003 to Sept 2004
Company Director Splash Distribution Ltd Sept 2001 to Sept 2003
Classroom Assistant Burgess Hill School for Girls (Nursery) Sept 1999 to Sept 2001
Office Manager Ken Simmons Gardening & Landscaping Co. Jan 1996 to Dec 2001
Various (Project Manager,
Channel Service &
Development PSTN;
Regional Transit Manager;
International Route
Manager; Project Assistant)
British Telecommunications PLC Jan 1983 to July 1995
QUALIFICATIONS
BA (Hons) Degree in Business Administration with French & Diploma of Industrial studies
(Loughborough University)
‘A’ Level in Mathematics, French, German & 9 ‘O’ Levels.
NVQ3 in Early Years Care and Education
TRAINING & COMPUTER SKILLS
NHS provided: Health & Safety for Managers, Infection Control, Protecting Vulnerable Adults / Children,
Equality & Diversity, Conflict Resolution, Information Governance, Managing Conduct & Capability,
Managing Difficult Conversations, Sickness & Attendance Management
MS Office, MS Outlook, SystmOne Patient Management System
INTERESTS
Sewing, Photography, Singing in a choir, Cinema, Pilates, Reading