Location
Hybrid working based at any of UKHSA's Core HQs: Birmingham, Leeds, Liverpool, and London. Hybrid workers are expected to spend a minimum of 60% of their contractual hours (approximately 3 days a week pro rata) at one of these locations.

Hours
Full Time - standard Civil Service working hours

Salary
£33,422 - £45,353 depending on location:
£33,422 - £40,731 (National)
£35,587 - £43,244 (Outer London)
£37,749 - £45,353 (Inner London)

About the Role
The Training and Content Officer will support excellence in training across all outsourced business suppliers by managing and challenging suppliers to drive agent performance. The role requires strong knowledge of performance standards and the ability to identify and address areas falling below expectations. You will develop and maintain strategic partnerships and influence stakeholders both internally and externally, including outsourced suppliers, to deliver departmental objectives and service excellence.

Key responsibilities include supporting the excellence team to maintain training standards, ensuring call handlers have accurate and up-to-date information, liaising with UKHSA teams and external suppliers to improve guidance materials, and delivering training sessions directly to outsourced agents. You will also provide administrative support to the Head of Contact Centre Service Excellence, contribute to training strategy implementation, and support the Public Inquiry team with relevant information.

This role demands leadership, negotiation, and influencing skills to work collaboratively across teams and with suppliers to embed high training standards, identify training gaps, and implement effective solutions. You will develop training content in liaison with clinical staff to ensure accuracy and maintain up-to-date guidance. Additionally, you will track training requirements, assure quality of learning delivery, and deliver train-the-trainer sessions to suppliers.

The role supports an evidence-based approach aligned with the Quality Assurance framework and contributes to the efficient use of information and knowledge across the National Response Operations Division and stakeholders.

Experience
- Working knowledge of multi-channel Contact Centre operations
- Experience in a training, learning and development role
- Experience identifying and delivering continuous service improvements and problem-solving
- Experience working in a customer-focused environment
- Experience working with outsourced suppliers and commercial/contractual knowledge is desirable
- Experience of training others and developing training materials is desirable

About you
- Able to work autonomously and cooperatively within a team
- Effective planning and organisational skills with the ability to manage conflicting demands and meet deadlines
- Strong interpersonal skills to develop and maintain constructive relationships across professional disciplines
- Excellent written and verbal communication skills, including negotiation, influencing, and persuasion
- Ability to adapt communication style to different audiences
- Confidence to constructively challenge others, including senior stakeholders, to influence change
- Resilient and persistent in maintaining performance and encouraging others despite challenges
- Commitment to diversity, inclusion, and equality of opportunity

Qualifications
- Proficient in IT packages including advanced Microsoft Office skills (Word, Outlook, Excel, PowerPoint)
- Ability to undertake business support tasks such as producing agendas and taking minutes/action notes