Administration Services Manager - Emergency Department

Administration Services Manager - Emergency Department Closing date: 09 July 2026. We are seeking a motivated and experienced Administration Service Manager to join our busy Emergency Department team. This is a key leadership role, responsible for overseeing the day‑to‑day management of administrative services and supporting the smooth, safe, and effective running of the department.

The post holder will lead and support a dedicated administrative team, ensuring high standards of patient administration, data quality, workforce coordination, and compliance with Trust policies. You will work closely with clinical and operational colleagues to support performance delivery and service improvement within a fast‑paced emergency care environment. This is an excellent opportunity for an experienced manager who thrives under pressure, demonstrates strong leadership skills, and is passionate about delivering high‑quality administrative support to frontline services.

About Us Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award‑winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year.

The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services. Job Responsibilities The Administration Services Manager will manage administrative staff to provide an efficient and effective service. The post holder will participate in the development of corporate objectives, policies and strategic plans.

They will organise their own workload and that of the administrative teams, ensuring optimum use of physical capacity and robust plans are in place to develop and improve the administrative role in line with new practices. The post holder will develop and coordinate the delivery of high‑quality training to administration teams, ensuring training meets customers’ needs and is delivered professionally and effectively. They will oversee all administrative functions such as correspondence, documentation, diary and meeting coordination, appointment management, and audio/word processing where required.

They will prioritise and allocate incoming requests for administrative support, using professional judgement and knowledge of emergency care pathways to manage competing demands and service pressures effectively. The role requires maintaining strong professional working relationships with Emergency Department consultants, senior operational managers, multidisciplinary teams, and patients where appropriate, supporting effective communication and service delivery. The post holder will lead on the introduction and implementation of new administrative practices to support service development and operational efficiency, including developing, reviewing, and implementing protocols and standard operating procedures.

Regular weekly planning reports will be produced to ensure staffing levels, workload distribution, and cross‑cover arrangements are actively monitored and risks mitigated. Office systems and administrative processes will be continuously reviewed and improved to support performance, resilience, and patient flow. The post holder will ensure compliance with national and Trust policies relevant to emergency care, including emergency pathways, inter‑provider transfer documentation, and performance standards.

Staffing levels and workloads across Emergency Department services will be managed to ensure operational targets and quality standards are met. The post holder will communicate complex, sensitive, and sometimes confidential information with a wide range of staff across the organisation and partner agencies, ensuring clarity and professionalism at all times. They will ensure all records are accurate, timely, and maintained to a high standard, supporting patient safety, operational reporting, and governance requirements.

They will ensure appropriate and sensitive contact with patients and relatives regarding non‑clinical matters, using discretion and empathy. Accurate data entry and record keeping will be maintained across relevant Emergency Department systems and databases. The post holder will use advanced knowledge of administrative systems, procedures, and digital platforms to improve service efficiency and effectiveness within the Emergency Department.

They will exercise sound judgement when responding to patient and staff enquiries, analysing issues and resolving problems promptly at source where appropriate. A strong ethos of continuous improvement will be promoted, ensuring development resources and opportunities are effectively utilised. The role includes oversight of Emergency Department pathways within administrative teams and managing change initiatives that improve quality, efficiency, and patient experience.

The post holder will support and contribute to project work impacting Emergency Department administrative services. They will arrange, coordinate, and where appropriate chair meetings, setting agendas and ensuring accurate and timely minutes and actions. The post holder will provide day‑to‑day management and leadership to Emergency Department administrative teams, including conducting appraisals and supporting ongoing development.

They will manage sickness absence, annual leave, and performance issues in line with Trust policies, taking timely and appropriate action. The role will lead on recruitment and selection processes, ensuring robust and fair appointment practices. Trust policies and procedures will be effectively implemented and clearly communicated across Emergency Department administrative teams.

They will develop and maintain internal quality assurance processes to ensure accuracy and quality of administrative outputs. Regular audits will be undertaken to ensure workloads are appropriately distributed and service risks are identified and addressed. They will coordinate and deliver comprehensive induction programmes for new staff and foster a positive learning environment that supports development at all levels.

They will design, implement, and evaluate training materials and specialist training relating to Emergency Department administrative processes and systems. This includes coordinating training sessions, ensuring appropriate facilities and materials are in place, and acting on learner feedback. Mandatory training compliance will be monitored, and staff will be encouraged to access online learning resources.

The post holder will provide practical support and coaching to staff with less experience and contribute to the development of standardised training packages and procedural documentation. They will ensure all training activities comply with Data Protection legislation and attend departmental and Trust meetings to support collaborative working, communication, and change management initiatives. Any other duties commensurate with the role, as required by the line manager.

Person Specification Qualifications GCSEs (A‑C) or equivalent NVQ Level III Business Administration or equivalent Managerial knowledge acquired through degree or relevant experience Willingness to undertake further training in Management ECDL or equivalent experience using Microsoft Word, Excel and PowerPoint Qualification in Management or Leadership Teaching/Training Qualification Experience Previous NHS experience at supervisory level Experience of using Trust I.T. systems Knowledge of Digital Dictation Systems Experience of providing an Audio Typing Service Good understanding of administration and medical secretarial roles/function Experience of mentoring and developing others Able to make clear presentations with engagement of an audience effectively, deliver the message and training to audiences with different levels of understanding and need Assessing and planning workload for others Experience in developing, designing and tailoring training materials to engage learners and meet agreed programme outcomes Experience in leading redesign or change management Skills Ability to communicate in a clear and concise manner, communicate effectively demonstrating sensitivity to a range of people Ability to implement change and use problem solving skills Able to prioritise workloads of others Ability to negotiate with others Ability to work individually or as part of a team Ability to prioritise and assess a situation Ability to work under pressure and maintain high quality work Experience of supervising and motivating a team Time Management Skills Excellent interpersonal and influencing skills Understanding of Trust internal policies as appropriate Experience of managing stationery and stock levels Knowledge Medical terminology Knowledge of NHS policies Train others using best practice Other Comply with Trust policies and procedures Ability to show understanding and appreciation of the need to maintain confidentiality in all matters – Data Protection Act Ability and willingness to undergo further training in accordance with the needs of the role Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Liverpool University Hospitals NHS Foundation Trust #J-18808-Ljbffr