We are seeking an experienced expert Trainer to design, develop, deliver, support and maintain blended learning solutions for Customer Services frontline Switchboard and Call Centre staff.

You will be required to assist training across customer services Training portfolio, including but not restricted to emergency and non-emergency switchboard calls, all call centre services and any new commercial services that are acquired.

The post holder will be required to work with the service improvement and operational teams to develop and maintain key competencies ensuring that a learning culture is established and learning objectives are aligned to both Essentia and Trust wide objectives. The post holder will also coordinate documented evidence to contribute to the continued attainment of ISO9001 accreditation and Essentia Standards.

We provide a professional, courteous and efficient telephone service, managing calls in a professional and reassuring manner at all times.

Our team utilises active listening, probing and facilitative skills across a diverse range of calls some of which may be highly challenging due to emotive circumstances, communication difficulties and caller anxiety.

Main duties of the job

Experience

You should possess excellent Customer Service skills and have previous experience of developing and expediting training plans in a busy fast paced environment.

You will be dealing with emergency calls, so should have the ability to deal with these situations in a calm and professional manner.With an established reputation for delivering excellent customer service and strong service delivery, we are looking for candidates who are able to continue to provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our patients, staff and other stakeholders.SkillsoProfessional Customer Services skillsoTeam playeroExcellent communication skills: the calls can be highly challenging due to emotive circumstances and caller anxietyoCompassion and empathyoActive listening skillsoReliable and flexibleoIntermediate IT Skills as you will be using various databases and call centre working applications

About us

What we offer

We offer a dynamic challenging job in an exciting, fast moving, flexible working environment. We have a strong commitment to your personal and professional development.

In addition, we offer excellent benefits, including:

The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.Interest free Season Ticket LoanLong Term Service AwardsSubsidised on-site nurseries and childcare vouchersA comprehensive staff health and well-being programme, '5 ways to a healthier YOU'Ride to work schemeEmployee assistance programmeFree stop smoking serviceDue to the fast expansion of our department there will be many opportunities for career progression for the right candidates.

Our Trust values: Put patients first, Take pride in what we do,Respect others, Strive to be the best,Act with Integrity

Job description

Job responsibilities

Learning Design and Development

• Perform initial scoping and Learning Needs Analysis (LNA) to assess, identify and develop appropriate learning plans and solutions to meet individual and group learning aims and training needs.
• Ensure that all learning solutions are designed with a clear structure and learning path and all learning materials are consistent in style, layout and contain clear learning objectives
• Ensure that objectives are measurable following TUM, SMART methodology.
• Prepare informal and formal training sessions, scripts, training plans, formative and summative exercises, handouts and other training support material to support blended learning solutions.
• Ensure that learning activities incorporate key learning principles for different learning types and incorporate elements to encourage and motivate learners
• Work in conjunction with the customer services management team to prepare, generate and update informal and formal training sessions, scripts, training plans, formative and summative exercises, handouts and other training support material to support blended learning solutions.
• Work with fellow IT Training team members to consider, design and evaluate innovative ways to deliver learning, such as eLearning, webinars, Online Facilitated or a blended approach.
• Assist in regular testing of new and upgraded software/hardware and training environments and make relevant adaptations to all associated training materials to support new training practices/ functionality across the department.
• Help maintain internal and external communications regarding key updates on clinical systems, the learning solutions delivered and any new learning events available to both internal staff and external interested parties.
• Pilot training sessions andidentify/suggest appropriate improvements.

Learning Delivery

• Deliver formal and informal learning solutions to groups and individuals using a variety of methods including but not limited to: live online learning events, classroom-based learning, on-site performance coaching, facilitating self-paced learning, e-learning, demonstrations, presentations, webinars and on-site simulation exercises to reflect actual working environment.
• Deliver training both internally and externally on a wide range of clinical and non-clinical processes in a variety of settings, to groups or individuals
• Deal effectively with groups of mixed ability and use a range of coaching skills and counselling skills to encourage and motivate learners, managing group dynamics.
• Effectively and empathetically provide feedback to learners who do not pass competency or examinations, designing and implementing an appropriate training action plan and liaising with the learners line manager where appropriate.
• Where individual coaching has been identified as the required form of learning intervention ensure personal aims and objectives have been identified and ensure learning delivery relates to the objectives. Monitor and review learners progress.
• Ensure delivery of learning is balanced and each learning module objective is achieved using the major training elements of walk-through, run-through and valid test.
• Employ effective questioning skills using a variety of question types and techniques to aid learning.
• Monitor and review progress with learners and ensure that learners objectives are met. Adapt learning facilitation methods according to progression. Ensure each learning event achieves the defined learning objectives and learners have the necessary knowledge and skills to transfer learning to the workplace. Where necessary agree action plans and arrange one-one coaching with any learner to resolve any learning issues.
• Adapt existing material to support formal and informal learning, ensuring accuracy, relevance and effectiveness of the materials.
• Pilot training sessions to fully test the learning modules. Identify and suggest where appropriate improvements prior to rolling out more widely.
• Assist in the design and review of department policies regarding account management and maintenance in line with and in conjunction with IG and information security
• Establish effective coaching relationships with learners in order to improve their performance, their effective use of the new skills and abilities, and to increase their buy-in to change and their motivation, particularly during periods of major transition and rapid change within an organisation.
• Use GROW or other effective coaching methodology to identify the learners needs, effectively combat resistance to change and to encourage and facilitate behavioural change
• Effectively overcome resistance to change to encourage, facilitate and embed behavioural change.
• Generate a conducive learning environment to promote active learner participation, encouraging learners to ask questions and work comfortably within a safe environment.

Training in the hospital environment requires the post holder to display tact, professionalism, flexibility and maintain patient confidentiality at all times as when supporting and training within the Trust the post holder may be exposed to sensitive patient information.

Validation and Evaluation

• Ensure that all course exercises validate the learning objectives
• Develop and implement tailored appropriate action plans for learners who do not reach the required course objectives and competency level
• Review end of course and post course evaluation forms to further develop the service and personal training delivery skills
• Evaluate own working practices and suggest changes to courses and practices in order to streamline the service
• Work in conjunction with colleagues to review learning solutions. Advise IT trainers on any issues or potential problems. Identify possible workable solutions.

Digital Literacy

• Capture and assess all learners' knowledge, skills and attitudes to ensure learners possess key skills and pre-requisites.
• Ensure all pre-attendance information is complete and the learner is fully informed in preparation for the start of the training programme.
• Conduct open learning lunch time and evening drop in workshop sessions.

Teamwork

• Support all other members of the customer services department wherever necessary.
• Be fully conversant with operational needs of the department, being capable of offering support where necessary.
• Plan, monitor and maintain the training calendar and schedule, reactively and proactively updating in response to demand and resource changes.
• Represent the Customer Services Department and the Trust in a positive and professional light at both external and internal events.
• Build and maintain strong links between other internal training departments, Training and Development and other NHS organisations.

Supporting Users and Embedding Learning

• Respond appropriately to user support requests either face-to-face, by e-mail or telephone. Ensure that the client is dealt with in an efficient and respectful manner.
• Refer users directly to the appropriate area if the solution is not a Customer Services Training issue.
• Arrange one-to-one coaching sessions or appropriate intervention if an issue cannot be immediately resolved.
• Ensure that all training or staff issues are followed up and resolved.
• Conduct targeted learning interventions, for example micro teach sessions, simulations, performance coaching (floor-walking) for learners back in the work place to embed learning, transfer knowledge and behavioural change across the department and wider NHS environments.

Education & Professional Development

• To be responsible for developing and sustaining own knowledge, skills and professional awareness.
• Willing to develop professional skills and attend courses as deemed relevant, including mandatory training, and to attend meetings and conferences as appropriate.
• Plan and organise own diary commitments to fulfil training duties and responsibilities
• Work within department procedures and codes of conduct to ensure that all personal objectives are met.

The post holder is required to follow Trust policies and procedures which are regularly updated including:

Person Specification

Knowledge / Qualifications

Essential

• Educated to degree level or holds relevant equivalent experience
• PCGE qualification or relevant equivalent experience

Experience

Essential

• Significant experience of using clinical/ clerical IT Applications in a healthcare setting from a user or trainer perspective
• Experience of delivering both formal and informal facilitated learning to clinical and clerical healthcare staff
• Experienced in performance coaching individuals and groups, ideally using an established coaching methodology (i.e. GROW model)
• Experience of learning new courses quickly in a fast paced pressurised environment
• Experience of creating and maintaining user support materials
• Experience of delivering frontline operational training in a NHS switchboard and/or call centre environment

Skills

Essential

• Significant knowledge and understanding of current legislative requirements and codes of practice regarding FOI, GDPR and Information Governance in relation to the terms and conditions of an NHS organisation
• Outstanding verbal and written communication skills, able to liaise effectively and confidently with staff of various professional and non-professional backgrounds, roles and managerial levels utilising diplomacy, tact and motivation
• Excellent organisational and time management skills in order to deal with conflicting priorities and strict project deadlines
• Ability to use own initiative to find innovative learning solutions and cost-effective ways to help people learn
• Remains calm under pressure
• Strong commitment to undertaking COLF and any other relevant education courses and IT qualifications
• Has a strong customer focus and is a flexible team-player able to work well with others always willing to go the extra mile with a pragmatic problem solving approach taking accountability for delivering own and team results
• Excellent training and coaching skills when delivering to both individuals and groups, including active listening, reflecting information, probing questioning and providing feedback and being patient and supportive in order to unlock learners' abilities, promote confidence and their self-motivation
• Excellent PC literacy and keyboard skills

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

St Thomas' Hospital

Westminster Bridge Rd

London

SE1 7EH

Any attachments will be accessible after you click to apply.

196-ESS1418-T