Are you passionate about education and training? Do you possess exceptional communication skills and a strong background in contact centre operations?

We are seeking 2 dedicated and motivated individuals to join our education team as a Integrated Contact Centre (ICC) Educator. This is a unique opportunity to contribute to the growth and development of our ICC staff, ensuring they are equipped with the necessary skills to provide outstanding care.

We deliver training across the North West, and you will be required to deliver training at venues across the whole footprint of the Trust. As part of the wider Education & Learning Teams, you may also be involved in cross-functional learning activities.

You will predominantly work full time, Monday to Friday, however flexibility is required to deliver training and recruitment during unsocial hours and at weekends when required.

Main duties of the job

You will support the work of the Trust's Education & Learning Teams in the delivery of non-clinical and clinical education programmes, including the teaching of triage and computer systems used within the ICCs to new and existing staff. You will also support existing staff with updates and changes to systems, as well as supporting staff returning to work.

You will be responsible for the maintenance of training records ensuring that training information is accurately and appropriately recorded.

You will have a proven record of training delivery. You will have the ability to design and deliver training programmes to meet programme and student learning objectives, including theory, practical delivery, and assessment.

Please ensure that you read the job description, detailing within the supporting information of your application as to how you meet the person specification, including the knowledge, skills, and experience that you have.

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

Job description

Job responsibilities

Please refer to the job description .

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Person Specification

Skills / Competencies

Essential

• Excellent verbal and written communication skills
• Ability to design and deliver learning programmes to meet programme and learning objectives.
• Experience of using the designated contact centre hardware and software systems, including computer, triage and telephony systems.
• Ability to interpret statistical data effectively in order to make meaningful judgments.
• Excellent planning & organisational skills.
• Ability to design and implement changes to improve systems and processes.
• Proactive and self-motivated.
• Ability to manage own time, work under pressure.
• Ability to maintain confidentiality and deal with situations in a sensitive manner.
• Working knowledge of all contact centre training and Microsoft Office software packages, including specialist training and elearning software
• An understanding of the principles of equality of opportunities in relation to staff and service users

Qualifications and Knowledge

Essential

• Registered healthcare professional
• A proven record of training delivery
• Possess or be willing to work towards accredited trainer status for call handling triage systems.
• Possess or be willing to work towards L4 Certificate in Education & Training.
• Possess or be willing to work towards L3 Certificate in Assessing Vocational Achievement.

Experience

Essential

• Proven experience in training environment evidenced through practice portfolio
• Knowledge of national standards related to content delivered.
• Experience of designing training programme.

Values and Behaviours

Essential

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
• Being at our best - professional and adaptable and takes pride in work.
• Making a difference - act with compassion, kindness and integrity towards everyone.
• Flexible and highly motivated.
• Project a professional image.
• Willingness to work at a variety of locations, locally and regionally.
• Flexibility in working hours to support programme and learners needs.
• Ability to travel across the North West region.

Employer details

Employer name

North West Ambulance Service NHS Trust

Address

Estuary Point

Liverpool

L24 8RL

Any attachments will be accessible after you click to apply.

242-4494