Training and Quality Coordinator
Job overview
You are invited to apply for the post of Training and Quality Coordinator within the Contact Centre at Addenbrooke's Hospital, supporting the Contact Centre Leadership Team in running our busy 24-7 service within the Unified Communications Department.
You will help ensure that each Contact Centre shift runs smoothly and efficiently, and will be responsible for coaching Contact Centre Agents to achieve quality standards.
Also responsible for delivering training to new starters and existing team members.
Main duties of the job
Coaching and developing our Contact Centre Agent team, ensuring each contact from our patients, visitors and staff is dealt with according to our quality standards.
Create and deliver training of new and existing Contact Centre systems and processes.
Support the Contact Centre Leadership team as and when required.
Act as a role model to the Contact Centre Agent team displaying strong leadership behaviours and demonstrating the Trust's values at all times Together- Safe | Kind | Excellent.
Aspirational leader who is passionate about developing others and themselves.
Excellent organisation, communication and motivational skills.
Flexible in approach, and able to work autonomously or in a team.
Excellent customer service skills including the ability to build rapport quickly.
Excellent computer literacy and IT skills.
Full training will be provided.
Working for our organisation
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners.Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave.
The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential.We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
The advert will close at midnight on 19th January 2025
Interviews are due to be held on 6th February 2025
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site.Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge.Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Qualifications
Essential criteria- GCE / CSE / GCSE or equivalent
- ITQ Level 2/3 or equivalent experience / qualification
- HNC Diploma / NVQ Level 4 or equivalent experience / qualification
- NVQ Level 3 Supervisory Management or training qualification
- Customer Service qualification
- Coaching qualification
Experience
Essential criteria- Leading and/or coaching of staff
- Significant Customer Service experience
- Shift work – 24/7 service
- Experience in a Contact Centre environment
- Producing documents or training resources to a high standard
- Delivering training in a group or 1:1 setting
- Working in the public sector
- Understanding of Contact Centre systems
- Supervisory experience within a contact centre or 24/7 team
- Significant Contact Centre experience within an Acute Trust
- Experience of similar call handling software systems
Knowledge
Essential criteria- Able to understand the complexities of the role
- Understanding of confidentiality and discretion
- Understanding of Health and Safety
- Knowledge of the Trust
- Knowledge of the NHS
Skills
Essential criteria- Able to work on own initiative or under direction as appropriate
- Ability to prioritise own workload and multi-task
- Excellent written and verbal communication skills
- Organisational ability
- Ability to establish effective relationships
- Motivated and able to work autonomously or in a team
- Excellent written and verbal communication skills
- Adaptable and resourceful, able to work under pressure
- Strong interpersonal skills and a good team player
- Microsoft Office Applications
Additional Requirements
Essential criteria- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of Safe, Kind, Excellent.
- Must be self-motivated and proactive