Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview 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. Skills •Professional Customer Services skills •Team player •Excellent communication skills: the calls can be highly challenging due to emotive circumstances and caller anxiety •Compassion and empathy •Active listening skills •Reliable and flexible •Intermediate IT Skills as you will be using various databases and call centre working applications Working for our organisation 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 Loan Long Term Service Awards Subsidised on-site nurseries and childcare vouchers A comprehensive staff health and well-being programme, '5 ways to a healthier YOU' Ride to work scheme Employee assistance programme Free stop smoking service Due 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 Detailed job description and main 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 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 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 learner’s 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 learner’s 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 learner’s 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 learner’s 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 Essential criteria 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 Skills Essential criteria Experienced in performance coaching individuals and groups, ideally using an established coaching methodology (i.e. GROW model) 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. Ability to use own initiative to find innovative learning solutions and cost-effective ways to help people learn 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 Experience Essential criteria Significant experience of using clinical/ clerical IT Applications in a healthcare setting from a user or trainer perspective Experience of delivering frontline operational training in a NHS switchboard and/or call centre environment 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 Education & Qualification Essential criteria Educated to degree level or holds relevant equivalent experience. PCGE qualification or relevant equivalent experience Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Tracy Harding Job title Call Centre Operations Manager Email address [email protected] Telephone number 0207 188 6506 Additional information Please email any questions in relation to the role