Job Description

Job Summary

The post holder will work as part of the Customer Services Management team to design, develop, deliver, support and maintain blended learning solutions for Customer Services frontline staff.



The post holder will focus on the delivery of formal and informal learning solutions and performance coaching, ensuring all staff are competent in Trust approved emergency processes. The delivery will be- classroom, facilitated, live online learning and webinars, Technology Enabled Learning (TEL) and onsite performance coaching.



The post holder will assist with the analysis, design, development, implementation, support and evaluation of learning interventions utilising all aspects of the learning cycle and will be required to assist training across the complex customer services Training portfolio, including but not restricted to emergency and non-emergency switchboard calls, 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 be expected to support a 24/7 NHS and when required work out of hours including evenings. There is also a requirement to travel across sites; including travelling to external sites for which we provide managed services too.



Duties and Responsibilities



Learning Design and Development

Learning Delivery

Validation and Evaluation



Digital Literacy

Teamwork

Supporting Users and Embedding Learning

Education & Professional Development

Performance and Personal Development

Essentia Group:

Part of Guy's and St Thomas' NHS Foundation Trust, responsible for non-clinical healthcare services.

Essentia Vision:

'To be the Estates, Facilities and Capital Management service provider of choice, ensuring the safety of patients, visitors and staff across all the health settings we support, each and every day.'



Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.



CARING - We will put patients first AMBITIOUS - We innovate and strive for excellence INCLUSIVE - We respect each other and work collaboratively

Department Information



The Customer Services department is part of Essentia, responsible for providing excellent telephony service to our customers. We have contact with Patients, staff, the public as a busy Switchboard & Call Centre we handle in excess of 160,000 calls a month. We also outsource our services providing call answering and message handling services.

We have many years of telephony experience with a skilled and dedicated team working to improve the patient experience. All staff within Customer Services will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our

patients, staff and other stakeholders. We are also responsible for all the call centres within the Trust and assist them with any technical or customer service related issues.



Duties and 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 Develop and update training materials, including sessions, scripts, exercises, and handouts, ensuring consistency and alignment with learning objectives. Adapt these materials as necessary to support blended learning solutions and respond to feedback. Ensure that learning activities incorporate key learning principles for different learning types and incorporate elements to encourage and motivate learners 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 onsite 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 Provide targeted feedback and coaching to learners, using methodologies such as GROW, to address competency gaps, foster motivation, and manage resistance to change 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 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 learner progress throughout training, adapting methods as necessary to ensure learning objectives are met and skills are transferred to the workplace. Where necessary agree action plans and arrange one-one coaching with any learner to resolve any learning issues 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 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 course evaluations and performance feedback to continuously improve training methods and identify areas for operational enhancement.

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

Performance and Personal Development

The post holder will be accountable for ensuring training and development initiatives deliver measurable improvements to individual and organisational performance. They will proactively address any risks to achieving expected standards and develop strategies that align with the Trust's objectives, maintaining a strong focus on supporting an excellent patient care environment * Actively participate in the annual performance review process, agreeing on objectives, monitoring performance, and discussing personal development needs to support continuous improvement