Job summary
Job SummaryThe post holder will work as part of the Customer Services Management team to design, develop, deliver, support and maintain blended learning solutions for Customer Services frontline staff.The post holder will focus on the delivery of formal and informal learning solutions and performance coaching, ensuring all staff are competent in Trust approved emergency processes. The delivery will be- classroom, facilitated, live online learning and webinars, Technology Enabled Learning (TEL) and onsite performance coaching.
The post holder will assist with the analysis, design, development, implementation, support and evaluation of learning interventions utilising all aspects of the learning cycle and will be required to assist training across the complex customer services Training portfolio, including but not restricted to emergency and non-emergency switchboard calls, 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 be expected to support a 24/7 NHS and when required work out of hours including evenings. There is also a requirement to travel across sites; including travelling to external sites for which we provide managed services too.
Main duties of the job
Duties and Responsibilities
Learning Design and DevelopmentLearning DeliveryValidation and Evaluation
Digital LiteracyTeamworkSupporting Users and Embedding LearningEducation & Professional DevelopmentPerformance and Personal Development
About us
Essentia Group:
Part of Guy's and St Thomas' NHS Foundation Trust, responsible for non-clinical healthcare services.
Essentia Vision:
'To be the Estates, Facilities and Capital Management service provider of choice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.'
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.
o CARING - We will put patients firsto AMBITIOUS - We innovate and strive for excellenceo INCLUSIVE - We respect each other and work collaboratively
Department Information
The Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to ourpatients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.
Job description
Job responsibilities
Duties and 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 Develop and update training materials, including sessions, scripts, exercises, and handouts, ensuring consistency and alignment with learning objectives. Adapt these materials as necessary to support blended learning solutions and respond to feedback. Ensure that learning activities incorporate key learning principles for different learning types and incorporate elements to encourage and motivate learners 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 and identify/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 onsite 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 Provide targeted feedback and coaching to learners, using methodologies suchas GROW, to address competency gaps, foster motivation, and manageresistance to change 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 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 andtechniques to aid learning Monitor and review learner progress throughout training, adapting methods as necessary to ensure learning objectives are met and skills are transferred to the workplace. Where necessary agree action plans and arrange one-one coaching with any learner to resolve any learning issues 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 Generate a conducive learning environment to promote active learnerparticipation, 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 course evaluations and performance feedback to continuously improve training methods and identify areas for operational enhancement.
- 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 environmentsEducation & 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
Performance and Personal Development The post holder will be accountable for ensuring training and development initiatives deliver measurable improvements to individual and organisational performance. They will proactively address any risks to achieving expected standards and develop strategies that align with the Trust's objectives, maintaining a strong focus on supporting an excellent patient care environment Actively participate in the annual performance review process, agreeing on objectives, monitoring performance, and discussing personal development needs to support continuous improvement
Job description
Job responsibilities
Duties and 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 Develop and update training materials, including sessions, scripts, exercises, and handouts, ensuring consistency and alignment with learning objectives. Adapt these materials as necessary to support blended learning solutions and respond to feedback. Ensure that learning activities incorporate key learning principles for different learning types and incorporate elements to encourage and motivate learners 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 and identify/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 onsite 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 Provide targeted feedback and coaching to learners, using methodologies suchas GROW, to address competency gaps, foster motivation, and manageresistance to change 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 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 andtechniques to aid learning Monitor and review learner progress throughout training, adapting methods as necessary to ensure learning objectives are met and skills are transferred to the workplace. Where necessary agree action plans and arrange one-one coaching with any learner to resolve any learning issues 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 Generate a conducive learning environment to promote active learnerparticipation, 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 course evaluations and performance feedback to continuously improve training methods and identify areas for operational enhancement.
- 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 environmentsEducation & 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
Performance and Personal Development The post holder will be accountable for ensuring training and development initiatives deliver measurable improvements to individual and organisational performance. They will proactively address any risks to achieving expected standards and develop strategies that align with the Trust's objectives, maintaining a strong focus on supporting an excellent patient care environment Actively participate in the annual performance review process, agreeing on objectives, monitoring performance, and discussing personal development needs to support continuous improvement
Person Specification
Knowledge / Qualifications
Essential
- Educated to degree level or holds relevant equivalent experience
- Commitment to continuous professional development, including undertaking relevant certifications such as COLF (Certified Online Learning Facilitator) or similar.
Desirable
- Knowledge of training design models and adult learning principles
Experience
Essential
- Proven experience in conducting Learning Needs Analysis (LNA) and developing structured and measurable learning plans
- Experience with designing and delivering informal and formal training preferably healthcare setting, including NHS switchboard or call centre environments
- 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
- Demonstrated experience of creating and maintaining user support materials for blended learning solutions
- Familiarity with testing and updating training content to reflect system upgrades or new software functionalities.
Desirable
- Experience of developing eLearning interventions, Experience of using a Learning Management System (LMS)
Skills
Essential
- In-depth knowledge of GDPR, FOI, and information governance requirements within an NHS environment.
- Outstanding verbal and written communication skills, including the ability to liaise confidently and diplomatically with individuals at all levels.
- Excellent organisational and time management skills in order to deal with conflicting priorities and strict project deadlines
- Flexibility and resilience to adapt training delivery methods according to learner needs and organisational demands.
- Remains calm under pressure
- A highly driven, very self-motivated personality with high levels of patience and empathy
- 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 facilitation and coaching skills, including active listening, probing questioning, and providing constructive feedback to unlock learners' potential.
- Advanced PC literacy and keyboard skills, with a strong understanding of learning technologies and digital tools
Person Specification
Knowledge / Qualifications
Essential
- Educated to degree level or holds relevant equivalent experience
- Commitment to continuous professional development, including undertaking relevant certifications such as COLF (Certified Online Learning Facilitator) or similar.
Desirable
- Knowledge of training design models and adult learning principles
Experience
Essential
- Proven experience in conducting Learning Needs Analysis (LNA) and developing structured and measurable learning plans
- Experience with designing and delivering informal and formal training preferably healthcare setting, including NHS switchboard or call centre environments
- 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
- Demonstrated experience of creating and maintaining user support materials for blended learning solutions
- Familiarity with testing and updating training content to reflect system upgrades or new software functionalities.
Desirable
- Experience of developing eLearning interventions, Experience of using a Learning Management System (LMS)
Skills
Essential
- In-depth knowledge of GDPR, FOI, and information governance requirements within an NHS environment.
- Outstanding verbal and written communication skills, including the ability to liaise confidently and diplomatically with individuals at all levels.
- Excellent organisational and time management skills in order to deal with conflicting priorities and strict project deadlines
- Flexibility and resilience to adapt training delivery methods according to learner needs and organisational demands.
- Remains calm under pressure
- A highly driven, very self-motivated personality with high levels of patience and empathy
- 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 facilitation and coaching skills, including active listening, probing questioning, and providing constructive feedback to unlock learners' potential.
- Advanced PC literacy and keyboard skills, with a strong understanding of learning technologies and digital tools
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
