Michelle Spencer
Heywood,Lancashire
Summary
I am a hard-working Operational Support Manager with strong organisational skills. I achieve company goals through exceptional planning and prioritisation. I prioritise my work load daily dealing with staff sickness, Dr strikes.
I have worked in the NHS for almost 19 years thought these years I have progressed form a band 3 booking clerk to a Band 5 Operational Support Manager.
I attend daily meetings with Directorate Managers, Consultants, and nurses. I plan 8 weekly rotas for the supervisor teams, i deal with patient/PALS complaint's & Datix's.
I deal with staff health and wellbeing meetings, probation meetings, and staff health and wellbeing meetings.
I have project managed several new booking and systems and am currently managing the new telephone system.
Overview
24
24
years of professional experience
20
20
years of post-secondary education
Work history
Operational Support Manager
Pennine Acute NHS Trust
Rochdale, Manchester
2023.04 - Current
- Introduced innovative solutions for increased process efficiency.
- Achieved operational efficiency by implementing new support systems.
- Developed a comprehensive training programme for improved team performance.
- Prioritised workload effectively, optimising time management within the team.
- Promoted an open feedback culture which resulted in better ideas and solutions.
- Monitored team performance, providing constructive feedback and recognition where due.
- Prepared Supervisor schedules to maximise coverage during key hours.
- Created a supportive work environment leading to high staff retention rates.
- Project managed the creation and implementation of several new systems.
- Prepared reports for higher management meetings
Supervisor
Pennine Acute NHS Trust
Rochdale, Manchester
2021.01 - 2023.04
- Managed daily operations to increase productivity.
- Led team meetings, ensured clear communication amongst all team members.
- Promoted a safe work environment by enforcing strict adherence to safety regulations.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Supervised 98 staff members
- Ensured all annual leave requests were actioned
- Conducted weekly one to ones.
- Attended meeting with service leaders.
- Attended meetings with consultants and nurses.
- Shortlisted and Interviewed candidates.
- Dealt with patient, consultant, PALS complaints.
- Created shift rotas, annual leave rotas & Telephone rotas.
- Coordinated with other supervisors to maintain consistency across shifts.
- Fostered a positive work culture to boost employee morale.
- Oversaw inventory management to avoid any shortage or excess stock issues.
RTT Validator
Pennine Acute NHS Trust
Rochdale, Manchester
2007.11 - 2021.04
- Tracked patients throughout 18-week pathway from first appointment to definitive treatment
- Supported staff in adapting to changes within the NHS environment.
- Assisted in training colleagues, fostering understanding of change management processes.
- Carried out systematic user acceptance testing to detect errors early on.
- Performed frequent database backups, ensured minimal loss during system failures..
Receptionist
Avanti Blue
Heywood, Manchester
2007.05 - 2007.11
- Maintained an organised reception area for a professional business environment.
- Handled appointment scheduling to ensure smooth daily operations.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
- Greet incoming customers
- Sort and send post,
- Create fire cards order stationary.
- Dealing with all incoming and outgoing mail
- Ordering and maintaining stock levels
- Arranged and provided refreshments
- Trained new reception staff
- Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
Purchase ledger clerk
JD Sports
Rochdale, Lancashire
2002.01 - 2007.04
- Maintained accurate financial records, ensured compliance.
- Liaised with internal departments on purchase queries for efficient resolution.
- Handled petty cash transactions accurately, maintained integrity of funds.
- Prepared BACS payments to settle supplier balances.
- Dealing with suppliers queries.
- Inputting Invoices
- Filing Invoices
- Making sure payments were paid on time
Education
GCSEs - English
Siddal Moor Sports College
Heywood, Manchester 2002.05 - 2022.05
GCSEs - MATHS
Siddal Moor Sports College
Heywood, Manchester 2002.05 - 2002.05
GCSEs - Science
Siddal Moor Sports College
Heywood, Manchester 2002.05 - 2002.05
Skills
- Escalation protocols knowledge
- Supply chain management
- Process mapping
- Operational oversight
- Health and Safety regulations
- Customer relationship management
- Budgetary control
- Communication proficiency
- Time efficiency
- Customer Service
- Health and Safety Compliance
- Leadership skills
- Interpersonal communication
- Team Leadership
- Public speaking
- Conflict Resolution
- Training and Development
- Project Management
- Inventory management
- Operational support
- Data analysis
- Stress management
- Technical communication
- Product knowledge
- Information systems maintenance
- Help desk operations
- SQL database administration
- Service desk software operation
- Decisive decision-making
- Change advocacy
- Business intelligence tools
- Continuous improvement initiatives
- Supply chain software
- Procurement procedures
- Microsoft Office Suite
Affiliations
- I love to spend time with my Fiancé and children, cooking and reading
References
References available upon request.
Timeline
Operational Support Manager
Pennine Acute NHS Trust
2023.04 - Current
Supervisor
Pennine Acute NHS Trust
2021.01 - 2023.04
RTT Validator
Pennine Acute NHS Trust
2007.11 - 2021.04
Receptionist
Avanti Blue
2007.05 - 2007.11
GCSEs - English
Siddal Moor Sports College
2002.05 - 2022.05
GCSEs - MATHS
Siddal Moor Sports College
2002.05 - 2002.05
GCSEs - Science
Siddal Moor Sports College
2002.05 - 2002.05
Purchase ledger clerk
JD Sports
2002.01 - 2007.04