Contact Centre Educator - Clinical
We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.
The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.
The Trust reserves the right to close this vacancy early if a large number of applications are received.
Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion.When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.
We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.
Job overview
Are you passionate about education and training? Do you possess exceptional communication skills and a strong background in contact centre operations?
We are seeking 1 dedicated and motivated individuals to join our education team as a Integrated Contact Centre (ICC) Educator. This is a unique opportunity to contribute to the growth and development of our ICC 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.
Plus additional 9% R&R.
Main duties of the job
You will support the work of the Trust’s Education & Learning Teams in the delivery of non-clinical and clinical education programmes, including the teaching of triage and computer systems used within the ICCs to new and existing 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 have a proven record of training delivery. You will have the ability to design and deliver training programmes to meet programme and student learning objectives, including theory, practical delivery, and assessment.
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.
Working for our organisation
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.
Detailed job description and main responsibilities
Please refer to the job description .
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.
Person specification
Skills
Essential criteria- Experience of using the designated contact centre hardware and software systems, including computer, triage and telephony systems.
- Ability to interpret statistical data effectively in order to make meaningful judgments.
- Excellent planning & organisational skills.
- Ability to design and implement changes to improve systems and processes.
- Proactive and self-motivated.
- Ability to manage own time, work under pressure.
- An understanding of the principles of equality of opportunities in relation to staff and service users
Qualifications
Essential criteria- Registered healthcare professional
- A proven record of training delivery
- Possess or be willing to work towards accredited trainer status for call handling triage systems
- 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 criteria- Experience of designing training programme.
Skills
Essential criteria- Excellent verbal and written communication skills.
- Ability to design and deliver learning programmes to meet programme and learning objectives.
- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Working knowledge of all contact centre training and Microsoft Office software packages, including specialist training and elearning software.
Experience
Essential criteria- Proven experience in training environment evidenced through practice portfolio.
- Knowledge of national standards related to content delivered.
Values and Behaviours
Essential criteria- Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Flexible and highly motivated.
- Project a professional image.
- Willingness to work at a variety of locations, locally and regionally.
- Flexibility in working hours to support programme and learners needs
- Ability to travel across the North West region.
Values and Behaviours
Essential criteria- Making a difference – act with compassion, kindness and integrity towards everyone.
- Being at our best – professional and adaptable and takes pride in work.
Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.
Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.
Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)
Reference checks - This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made.Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations.
Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.
DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.
Occupational Health - You will require satisfactory medical clearance.
Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.
From 1^st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).
If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.