Regional Service Administrator

Royal College of Nursing

Hours
35 hours per week

About the Organisation

RCN than you might think. We’re a trade union with a membership of over half a million nurses, midwives, nursing support workers, and students. We support their practice, represent them, lobby on their behalf, and develop them. We exist to make a positive difference to the working lives of our members and ultimately to standards in patient care. Our employees are drawn from many walks of life – we are nurses, marketers and communicators, administrators, IT professionals, policy and finance experts, lawyers; together, we are so much more. We couldn’t do what we do without our people. We're accredited with Investors in People Silver Standard. Our people are our greatest asset, and we want people who can contribute to our purpose in line with our values.

About the role

As our Regional Service Administrator, you’ll use your enthusiasm, your positivity and your customer service skills to deliver an exceptional service to our members. In this varied role, every day will be filled with possibilities. You will get involved in anything from providing admin support for member and officer enquiries and casework, including diary management, to supporting planning and delivery of regional events, branch meetings, conferences and campaigns.

We'll look to you to complete a variety of tasks on a day-to-day basis, involving both internal and external stakeholders. You’ll be a key member of the team and the first point of contact to help support our membership. As a Regional Service Administrator, you’ll use your positive attitude and your administrative skills to support the regional patch teams, as well as meeting the demands of tight deadlines and a fast-paced work environment.

In the role, you’ll need to be organised, able to work within tight timelines and have a good working knowledge of Microsoft Office. You need to be able to work without supervision, have excellent time management skills and exceptional communication and customer service skills.

We'll look to you to deliver excellent customer service consistently on the various channels that members are able to contact us. It's a great way to build on your skills and experience and develop your potential. To succeed at the Royal College of Nursing, all you need to do is think bigger, better and brighter. And with an attitude like that, anything’s possible.

Responsibilities

Core Duties:

• Regional and Office Administration:
  • Act as first point of contact for members, employers, officers, and internal/external stakeholders, ensuring timely, professional, initiative-taking, and helpful responses.
  • Manage diaries, travel, accommodation, meetings and correspondence for regional staff.
  • Support recruitment and selection processes for regional staff, including scheduling, documentation and reception of candidates.
  • Maintain a list of key external stakeholders and coordinate mailings, including communications to Chief Nurses.
  • Maintain office operations including office supplies, tidiness, maintenance and desk usage tracking.
• Case Management and Patch Support:
  • Provide admin support for member enquiries and casework, ensuring accurate, contemporaneous records and compliance with policies and SLAs.
  • Manage case documentation, meeting scheduling, invoice requests and supporting colleagues in system use and ensuring data integrity.
  • Participate in regional working groups as required.
  • Communication with representatives and employers to schedule and monitor support and supervision and strategic meetings for Officers/Senior Officers.
  • Support team, patch and branch meetings including venue booking, minutes, supplies and logistics.
• Events and Activism Support:
  • Support planning and delivery of regional events, branch meetings, conferences and campaigns.
  • Provide admin support for and at activism activities, including data processing, preparation for ballots and any resulting action.
• Data Management and Reporting:
  • Supporting management teams in the collection and compilation of data on member engagement, case handling, and regional activities.

Allocated Duties:

• Learning and Development, Reps and Activist Support:
  • Provide administrative support for learning and development activities within the region, including administration and logistics for training sessions, workshops, and other educational events for members.
  • Maintain activist records, communicating with members regarding
  • EoIs, accreditation, dis-accreditation, training and supervision.
  • Support the distribution and tracking of staff and activists’ equipment.
• Board, Branch and Congress:
  • Supporting the Regional Service Manager with preparation of documentation, minutes and meeting organisation.
  • Maintaining accurate records of Board and Branch committee terms of office.
  • Supporting member attendance at annual Congress event.
  • Ensuring GDPR compliance for representatives, committee, and board members, maintaining secure and accurate records.
• Financial Administration Duties:
  • Process income, expenditure and supplier/purchaser transactions including purchase orders, invoices, member expense claims in accordance with policies.
  • Supporting the Regional Service Manager with stock control for office supplies and Board/Branch funding purchases, ensuring that necessary materials are available for events and daily operations.
• Regional and Office Administration Duties:
  • Provide support to Regional Director (RD) and SMT as required.
  • Including handling sensitive information.
  • Work with the Archive team to transfer key records to the corporate archive for permanent storage.
  • Maintain compliance documentation related to health and safety, e.g. driving at work and lone working.
  • Consult with external event organisation, liaising with providers and coordinating logistics.

Additional Responsibilities:

• Champion equity, diversity, inclusion and human rights and be responsible for contributing to achieving the commitments set out in the RCN Group equality, diversity and inclusion statement.
• Treat colleagues, members, customers and others with respect in line with our values and Our Respect Charter.
• Maximise all opportunities available to:
  • Encourage member recruitment and promote the benefits of joining the RCN
  • Promote the RCN as the organisation that represents nurses and nursing, and that promotes excellence in practice and shapes health policies
• Support member ballot and industrial action activities when required.
• Comply with the RCN Data Protection Policy, Retention Schedule and department procedures to ensure personal data is always protected.
• Undertake any other duties as requested in line with the job role.

Internal:

• Regional Service Manager, Admin Manager, RCN staff, regional team, Board and Branch committee members, and local representatives

External:

• RCN members, NHS Trusts, Independent Sector employers, and other external partners

Skills, Competencies, Experience & Attributes

Experience:

• Experience of working in a fast-moving customer service environment and delivering a high level of customer satisfaction
• Experience of providing and gathering information to support internal and external stakeholders
• Experience of working within a team environment
• Experience of contributing to and implementing professional standards and processes
• Experience of maintaining office systems, including filing and databases
• Experience of building strong and successful relationships with both internal and external stakeholders
• Experience of making a positive contribution to advancing equity, diversity and inclusion agendas

Skills:

• Ability to use Microsoft Office Packages including Word, Excel, PowerPoint, email, internet and diary software
• Ability to manage competing demands whilst maintaining a calm, measured & professional service
• Ability to manage stakeholder expectations around what can be delivered within clear professional boundaries
• Within a team environment be able to share knowledge, learn from feedback, contribute ideas and demonstrate initiative
• Able to maintain attention to detail & accuracy when recording information or carrying out a task whilst working within tight timescales under pressure
• Ability to work with confidential and sensitive information with discretion
• Ability to undertake key administration tasks including but not restricted to minute taking, filing, taking accurate messages, organising meetings, updating databases, and coordinating diaries
• Ability to maintain resilience in challenging circumstances whilst retaining a positive outlook
• Ability to prioritise and plan own workload
• Excellent written and oral communication skills to meet the needs of a variety of stakeholders

Knowledge, Training & Qualifications:

• Excellent standards of literacy and numeracy
• An understanding of confidentiality and data protection

Other Requirements:

• Contribute to the successful outcomes of corporate, national and regional projects
• Strong personal commitment to promoting equity, diversity and inclusivity
• Commitment and evidence of continuous professional development
• Ability and flexibility to travel with occasional overnight stays around usual working hours

Compensation & Benefits

• Learning & development opportunities
• A health and wellbeing programme
• Annual leave 28 days plus bank holidays and 3 additional days for the Christmas break plus generous parental leave packages.

Working locations

• Hybrid model, working in the Bolton office and remotely
• Occasional travel within the UK with occasional overnight stays and extended days required to fulfil the duties of the post)

How to apply

• Apply online.
• Please submit a CV and answer the supporting questions online, demonstrating how you meet the criteria for this role.
• For more information or for an informal discussion about the role, please email Charlotte Wilson, Office Manager, at [email protected]
• For more information about the recruitment and selection process, please contact [email protected]

Interviews

• Assessments/Interview date is 30th September 2026.

Policies

Equity, diversity, and inclusion are a priority for us, and we aim to foster an inclusive environment so our people can bring their authentic selves to work. This is integral to our mission to enable you to support our members and ensure their voice is heard by all UK governments to get the best outcomes for them and their patients.  As a proud member of the Disability Confident employer scheme, we actively encourage applications from people with disabilities.

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