Customer Service Centre Trainer Stockport, England
Job description
NHS Property Services have a fantastic opportunity for a Customer Service Centre Trainer based in Stockport. The role will be hybrid, with one working day in the office (Wednesdays) and the rest of time working from home.
The role attracts a salary of £28,000 per annum, 27 days holiday, up to 6% matched pension.
The Working hours are 0900-530 with some flexibility to this, however (although not on a regular basis) you will need to be flexible when training the out of hours team.
The Customer Service Centre Trainer has a key role to play in contributing to the strategic people agenda at NHSPS and ensuring our people are well trained and competent in delivering excellent customer service.
Their remit of this role is to contribute to the success of the newly merged Customer and FM Helpdesk teams in aligning with the NHSPS “get, grow and keep” value. Supporting the operational delivery when it comes to the key skills and knowledge required to ensure we deliver excellent customer service and develop our people.
The role includes:
- Induction and training of new starters in all aspects of the advisor role and NHS PS culture
- Ensure customer service underpins the training area / module being delivered to colleagues
- Supporting the team leaders and with Customer Service Centre projects
- Delivering refresher training sessions to existing team members
- Supporting the learning and development plans for the team
- Working closely with management team to identify learning and development needs
- Understanding the learning priorities of NHSPS and supporting implementation
- Responsible for the creation of specific training materials in line with NHS PS branding
- Develop, create and plan relevant in-house training programs
- Continually review and amend training programmes to reflect changes in business needs
- Identify training and development needs through C-SAT, call quality data & appraisal feedback
- Monitor and review the progress of trainees through questionnaires and discussions with managers
- Track progress of new starters against training module completion and key advisor targets
- Devise individual training plans to support skills and career development
- Create and/or deliver a range of training, using classroom, online and blended learning
- Ensure all mandatory training is completed and kept up to date
- keeping update to date with latest L&D developments and identifying L&D content that supports advisor development and helpdesk performance
- Work with management team and proactively identify any opportunities for new training initiatives
- Undertake additional tasks, duties and responsibilities as required by Senior Management Team
- Have a flexible approach to work to meet various deadline
This role will require you to demonstrate the following Qualifications and Experience
Knowledge of excel moderate level- Process improvement / solution focused
- Administration/Customer Service
- Strong presentation skills and the ability to influence and develop individuals at all levels
- Experience working in a fast paced and agile environment
- Ability to handle multiple tasks & prioritise work loads
- Excellent interpersonal skills
- Strong communication skills, both written and verbally
- Hands on enthusiastic, passionate and willing to make a change
- Training qualification desirable but not essential
- Excellent Customer service skills are essential
- Facilities management experience preferred but not essential
- Training delivery experience preferred but not essential
- Experience of running new starter inductions preferred but not essential
- Development of training material/briefing information preferred but not essential
- Presentation design skills
- Training module design
- Excellent coaching skills
About us
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!
