Job summary
Are you passionate about education and training? Do you possess exceptional communication skills and a strong background in contact centre operations?
We are seeking a dedicated and motivated individual to join our education team as a Contact Centre Educator for Dispatch. This is a unique opportunity to contribute to the growth and development of our contact centre dispatch 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 dispatch education programmes, including the teaching of computer systems used within the contact centres to new 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 currently work within a contact centre and have experience of using the designated contact centre hardware and software systems, including computer and telephone systems.
You will be dispatch trained and will have the ability to design and deliver training programmes to meet programme and student learning objectives, including theory, practical delivery, and assessment.
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.
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.
Job description
Job responsibilities
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.
Job description
Job responsibilities
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.
Person Specification
Skills / Competencies
Essential
- Experience of using designated contact centre hardware and software systems, including computer, triage, and telephony systems
- Excellent planning and organisation skills
- Proactive and self-motivated
- Ability to manage own time, work under pressure
- Ability to maintain confidentiality and deal with situations in a sensitive manner.
Qualifications and Knowledge
Essential
- Educated to degree level or equivalent training/experience
- Possess dispatch certification.
- Possess or be willing to work towards BLS certification
- 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 including experience of the call handling role.
- Knowledge of national standards related to content delivered.
Skills / Competencies
Essential
- Excellent verbal and written communication skills.
- Ability to design and deliver training programmes to meet programme and student learning objective, including theory, practical delivery, and assessment.
- Ability to interpret statistical data effectively in order to make meaningful judgments.
- Ability to design and implement changes to improve systems and processes.
- 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
- A proven record of training delivery
Experience
Essential
- Experience of designing training programmes.
Values and Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Flexible and highly motivated
- Willingness to work at a variety of locations, locally, regionally, and nationally.
- Flexibility in working hours to support programme and learner needs.
Values and Behaviours
Essential
- Being at our best - professional and adaptable and takes pride in work
- Making a difference - act with compassion, kindness and integrity towards everyone
- Projects a professional image
Person Specification
Skills / Competencies
Essential
- Experience of using designated contact centre hardware and software systems, including computer, triage, and telephony systems
- Excellent planning and organisation skills
- Proactive and self-motivated
- Ability to manage own time, work under pressure
- Ability to maintain confidentiality and deal with situations in a sensitive manner.
Qualifications and Knowledge
Essential
- Educated to degree level or equivalent training/experience
- Possess dispatch certification.
- Possess or be willing to work towards BLS certification
- 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 including experience of the call handling role.
- Knowledge of national standards related to content delivered.
Skills / Competencies
Essential
- Excellent verbal and written communication skills.
- Ability to design and deliver training programmes to meet programme and student learning objective, including theory, practical delivery, and assessment.
- Ability to interpret statistical data effectively in order to make meaningful judgments.
- Ability to design and implement changes to improve systems and processes.
- 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
- A proven record of training delivery
Experience
Essential
- Experience of designing training programmes.
Values and Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Flexible and highly motivated
- Willingness to work at a variety of locations, locally, regionally, and nationally.
- Flexibility in working hours to support programme and learner needs.
Values and Behaviours
Essential
- Being at our best - professional and adaptable and takes pride in work
- Making a difference - act with compassion, kindness and integrity towards everyone
- Projects a professional image
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.
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