Nicola Jones
Manchester,england
Summary
Experienced NHS Team Lead with a proven track record of leading and developing administrative teams, driving service improvements, and delivering high-quality operational support across healthcare services. Skilled in performance management, workforce planning, stakeholder engagement, governance compliance, and employee relations, including sickness absence and disciplinary management. Recognised for fostering collaborative, high-performing teams, implementing efficient processes, and using data-driven insights to improve service delivery, support organisational objectives, and achieve positive outcomes for patients, staff, and the Trust
Overview
12
12
years of professional experience
Work History
Admin team leader
NHS Foundation Trust
MANCHESTER
10.2024 - Current
- Monitored team performance, identified improvement areas, and implemented corrective actions to enhance overall effectiveness.
- Resolved complex customer enquiries, disputes and complaints.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Liaised between management and staff, advocating for team needs and resources.
- Led and managed a team of Administrative Coordinators responsible for supporting multiple clinical and operational teams across the Trust, setting clear objectives, providing direction, and driving high performance.
- Fostered collaborative working culture, promoted effective communication and teamwork, and engaged staff to achieve organisational objectives.
- Worked closely with Service Managers, Heads of Operations, and senior stakeholders to identify administrative requirements, improve service delivery, and optimise resource utilisation.
- Managed employee relations processes, including conducting first-line disciplinary investigations and supporting formal HR procedures in line with Trust policies and employment legislation.
- Oversaw sickness absence management reviews, ensuring fair, consistent, and policy-compliant processes while supporting staff wellbeing.
- Monitored service performance through the use of key performance indicators (KPIs), analysing trends, identifying areas for improvement, and reporting outcomes to senior management.
- Ensured compliance with Trust policies, governance standards, and regulatory requirements, promoting consistency, accountability, and high-quality administrative support services.
- Led continuous improvement initiatives, identified process inefficiencies, and implemented service enhancements to drive operational excellence.
- Coordinated and facilitated staff training and development programmes, supporting career progression, improving team capability, and enhancing staff retention.
- Prepared and presented performance, governance, and service activity reports for senior management, providing data-driven insights to support decision-making and service planning.
- Supported workforce planning and resource management to ensure administrative services are responsive, efficient, and aligned with organisational priorities.
Scheduling Coordinator
NHS Foundation Trust
MANCHESTER
07.2022 - 10.2024
- Managed inquiries via telephone, email, delivering exceptional customer service.
- Managed modifications, cancellations, and special requests to enhance customer satisfaction.
- Executed follow-up calls and emails to confirm bookings and deliver pre-arrival information, ensuring a seamless guest experience.
- Supported guests with immediate, knowledgeable assistance for diverse needs.
- Organised clerical operations to ensure timely and precise document handling. for forms, files and general data entry.
- Managed telephone and switchboard operations for timely call handling.
- Operated multi-line telephone system to take messages, give information and direct callers.
- Established clear procedures for teamwork, document tracking and data reporting.
- Assigned administrative tasks to team members to enhance workflow.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Used Microsoft Office to track information, update records and write correspondence.
SCHEDULING ADMINISTRATOR
G.M.A.T.L
MANCHESTER
07.2014 - 07.2022
- Coordinated interdepartmental communications to schedule meetings, ensuring company awareness of critical matters.
- Scheduled bus routes and mapped efficient transit paths.
- Managed client communications through phone and email, fostering strong relationships and effective information exchange.
- Handling calls and enquiries.
- Dealing with customer complaints.
- Provided customer service by addressing client enquiries and resolving issues, contributing to overall satisfaction.
- Managed emails, faxed documents, and organised filing systems.
- Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
- Communicating with organisations, schools and colleges.
- updating and handling planners.
- Placing uniform orders and distributing them to the correct departments.
- Set up new files and assigned tracking numbers.
Education
NVQ Level 2 - teaching assistant
Manchester College
Manchester01-2011
GCSEs -
moston brook high school
manchester01-1998
Skills
- Office administration
- Workforce planning
- KPI reporting
- Performance management
- Absence management
- HR case management
- Policy compliance
- Process improvement
- Data analytics
- Microsoft Excel
- Performance monitoring
- Performance reviews
- Performance appraisal
- Team leadership
- Team supervision
- Staff coaching
- Team development
- Training programmes
- Team building
- Communication excellence
- Customer service
- Customer relationship management
- Conflict resolution
- Issue resolution
- Complaint management
- Employee relations management
- Staff appraisals
- Service improvements
- Proactive team oversight
- Task delegation
- Objective alignment strategies
- Goal planning
- Priority management
- Knowledge sharing
- Staff appraisals
- Service improvements
- Priority management
Timeline
Admin team leader
NHS Foundation Trust
10.2024 - Current
Scheduling Coordinator
NHS Foundation Trust
07.2022 - 10.2024
SCHEDULING ADMINISTRATOR
G.M.A.T.L
07.2014 - 07.2022
NVQ Level 2 - teaching assistant
Manchester College
GCSEs -
moston brook high school