Job summary
Based within our Citizen Services Learning Academy, the role of the Operational Trainer is to support the Training Content Designer(s) in the creation, planning & organisation of all training interventions including operational, back office, administration & customer service training for new entrants & the development of all employees to enable them to reach maximum levels of quality, accuracy & output within agreed timescales.
Supporting the Training Content Designer (s) in the creation of various training & learning content such as process/technical training, soft skills management development training delivery including Coaching Skills, Managing Team Performance & Team Excellence.
There will be an expectation to identify suitable training methods & individual learning styles & be able to design deliver & evaluate training for all Citizen Services staff.
You'll have a to proactively work alongside the Training Content Designer(s) in identifying training opportunities & learning needs through training needs analysis.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Career development
- Active wellbeing & inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits & high street discounts!
- This role is hybrid working - will be office based when required.
The role is open to both Bridge House & Hesketh House
Main duties of the job
You'll have a talent for identifying appropriate training methods, have adaptability to adapt for different learning styles and be able to deliver and design blended training solutions.
You will work with the Operational and extended Management Team and staff to identify training opportunities with the Contact Centre and Patient Services business areas of the NHS Business Services Authority.
With support from the Training and Resource Lead you will be responsible for the Training Needs Analysis, design, delivery and evaluation of operational training material.
Motivating and engaging those around you, your will have a positive attitude and willingness to learn and improve. You will be required to liaise with Service Delivery Managers, Team Managers and our Technical and Knowledge Team across Citizen Services, to enable the provision of innovative training, such as new starter inductions, departmental training for new and existing staff in order to support the business needs.
Finally, the role requires a flexible individual who can manage their time effectively and you'll have a natural talent to evaluate the effectiveness of all training and provide relevant feedback in order to ensure continuous improvement of the training team.
Shortlisted candidates will be expected to prepare prior to the assessment, a 20 minute training session and then to facilitate and deliver this session.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role you are accountable for:
1. Supporting the Training Content Designer(s) for design, delivery and maintenance of operational training for all call and work streams within Citizen Services whilst liaising with the Quality and Knowledge Team to ensure that all relevant policies and procedures are included.2. With support from the Training and Resource Co-Ordinator and Work Force Management Team, responsible for the creation and maintenance of a training database to provide information to management on training costs, staff skills and effectiveness of training.3. To liaise with Training Content Designer(s), Service Delivery Managers and Team Managers across Citizen Services to enable the provision of bespoke further training for established staff in order to broaden their individual skills.4. With support from the Training and Resource Lead, Training Content Designer(s) and the Training and resource Co-Ordinator, create and execute an operational training plan.5. Working with Coaching and Development Lead, Academy and Quality Coaches and Managers from across the business manage the provision and completion of learning needs and development opportunities.6. To provide initial and follow-up induction and technical training for newly appointed staff to enable them to achieve required performance standards.7. To monitor and evaluate the effectiveness of all training and provide relevant recommendations and feedback to the Training and Resource Lead, Training Content Designer(s) Team Managers and Service Delivery Managers.8. To support Teams and Team Managers across all areas of Citizen Services to support the design and delivery of bespoke training interventions.9. To monitor training including the collation and evaluation of results and ensuring that all evaluation reports are kept.10. To promote continuous improvement in the area, managing change and supporting staff as necessary to improve performance.11. To be involved in adhoc Project Management, referring to Service Delivery Managers, the Training and Resource Lead or Training Content Designer(s) as necessary.12. To participate in wider organisational activities where own recognised strengths may be utilised.13. To support Personal Development Plans for all staff. To liaise with the Training and Resource and Service Delivery Managers to ensure delivery of agreed training requirements.14. To be flexible and make best use of training resources to meet business training needs.15. To ensure the effective implementation of all HR policies in accordance with Authority policy.16. To carry out duties and responsibilities as required by the Training and Resource Lead commensurate with the job grading.
17. Whilst your role is largely delivery, there will be the expectation that you also spend time doing design in order to keep your skill sets in both areas.18. Ability to travel to different sites (overnight stays), on occasion, in order to meet the requirements of the post and a willingness to work a flexible pattern including occasional evenings and weekends;
Job description
Job responsibilities
In this role you are accountable for:
1. Supporting the Training Content Designer(s) for design, delivery and maintenance of operational training for all call and work streams within Citizen Services whilst liaising with the Quality and Knowledge Team to ensure that all relevant policies and procedures are included.2. With support from the Training and Resource Co-Ordinator and Work Force Management Team, responsible for the creation and maintenance of a training database to provide information to management on training costs, staff skills and effectiveness of training.3. To liaise with Training Content Designer(s), Service Delivery Managers and Team Managers across Citizen Services to enable the provision of bespoke further training for established staff in order to broaden their individual skills.4. With support from the Training and Resource Lead, Training Content Designer(s) and the Training and resource Co-Ordinator, create and execute an operational training plan.5. Working with Coaching and Development Lead, Academy and Quality Coaches and Managers from across the business manage the provision and completion of learning needs and development opportunities.6. To provide initial and follow-up induction and technical training for newly appointed staff to enable them to achieve required performance standards.7. To monitor and evaluate the effectiveness of all training and provide relevant recommendations and feedback to the Training and Resource Lead, Training Content Designer(s) Team Managers and Service Delivery Managers.8. To support Teams and Team Managers across all areas of Citizen Services to support the design and delivery of bespoke training interventions.9. To monitor training including the collation and evaluation of results and ensuring that all evaluation reports are kept.10. To promote continuous improvement in the area, managing change and supporting staff as necessary to improve performance.11. To be involved in adhoc Project Management, referring to Service Delivery Managers, the Training and Resource Lead or Training Content Designer(s) as necessary.12. To participate in wider organisational activities where own recognised strengths may be utilised.13. To support Personal Development Plans for all staff. To liaise with the Training and Resource and Service Delivery Managers to ensure delivery of agreed training requirements.14. To be flexible and make best use of training resources to meet business training needs.15. To ensure the effective implementation of all HR policies in accordance with Authority policy.16. To carry out duties and responsibilities as required by the Training and Resource Lead commensurate with the job grading.
17. Whilst your role is largely delivery, there will be the expectation that you also spend time doing design in order to keep your skill sets in both areas.18. Ability to travel to different sites (overnight stays), on occasion, in order to meet the requirements of the post and a willingness to work a flexible pattern including occasional evenings and weekends;
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Proficient in the use of Microsoft packages, particularly PowerPoint
- Adaptable, resilient, confident, forward thinking, decisive. Good presentation and facilitation skills.
- Enthusiastic, creative, flexible and pro-active. Good listening skills and ability to communicate with all levels of staff.
- Understanding of learning and development. Awareness of new
- Understanding of learning and development. Awareness of new training initiatives and techniques
Desirable
- Knowledge of all streams of work within Patient Services. Some knowledge of NHS in general and PPD in particular.
Experience
Essential
- Significant experience in a relevant role must be demonstrated
- Experience of delivering training and presentations to both small and large groups
Desirable
- Broad experience of working in a training environment
Qualifications
Essential
- Educated to Degree level or demonstrate significant equivalent relevant experience
Desirable
- Relevant Training Qualification
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Proficient in the use of Microsoft packages, particularly PowerPoint
- Adaptable, resilient, confident, forward thinking, decisive. Good presentation and facilitation skills.
- Enthusiastic, creative, flexible and pro-active. Good listening skills and ability to communicate with all levels of staff.
- Understanding of learning and development. Awareness of new
- Understanding of learning and development. Awareness of new training initiatives and techniques
Desirable
- Knowledge of all streams of work within Patient Services. Some knowledge of NHS in general and PPD in particular.
Experience
Essential
- Significant experience in a relevant role must be demonstrated
- Experience of delivering training and presentations to both small and large groups
Desirable
- Broad experience of working in a training environment
Qualifications
Essential
- Educated to Degree level or demonstrate significant equivalent relevant experience
Desirable
- Relevant Training Qualification
Additional information
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).
