Operational Trainer

5 months ago

Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

Based within our Citizen Services Learning Academy, the role of the Operational Trainer is to support the Training Content Designer(s) in the creation, planning & organisation of all training interventions including operational, back office, administration & customer service training for new entrants & the development of all employees to enable them to reach maximum levels of quality, accuracy & output within agreed timescales.

Supporting the Training Content Designer (s) in the creation of various training & learning content such as process/technical training, soft skills management development training delivery including Coaching Skills, Managing Team Performance & Team Excellence.

There will be an expectation to identify suitable training methods & individual learning styles & be able to design deliver & evaluate training for all Citizen Services staff.

You’ll have a to proactively work alongside the Training Content Designer(s) in identifying training opportunities & learning needs through training needs analysis.

What do we offer?

27 days leave (increasing with length of service) plus 8 bank holidays

Flexible working (we are happy to discuss options such as compressed hours)

Flexi time

Career development

Active wellbeing & inclusion networks

Excellent pension

NHS Car lease scheme

Access to a wide range of benefits & high street discounts

This role is hybrid working - will be office based when required.

The role is open to both Bridge House & Hesketh House

You’ll have a talent for identifying appropriate training methods, have adaptability to adapt for different learning styles and be able to deliver and design blended training solutions.

You will work with the Operational and extended Management Team and staff to identify training opportunities with the Contact Centre and Patient Services business areas of the NHS Business Services Authority.

With support from the Training and Resource Lead you will be responsible for the Training Needs Analysis, design, delivery and evaluation of operational training material.

Motivating and engaging those around you, your will have a positive attitude and willingness to learn and improve. You will be required to liaise with Service Delivery Managers, Team Managers and our Technical and Knowledge Team across Citizen Services, to enable the provision of innovative training, such as new starter inductions, departmental training for new and existing staff in order to support the business needs.

Finally, the role requires a flexible individual who can manage their time effectively and you’ll have a natural talent to evaluate the effectiveness of all training and provide relevant feedback in order to ensure continuous improvement of the training team.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

 We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

 Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

 As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We are people connected to care.

**In this role you are accountable for**:
1. Supporting the Training Content Designer(s) for design, delivery and maintenance of operational training for all call and work streams within Citizen Services whilst liaising with the Quality and Knowledge Team to ensure that all relevant policies and procedures are included.
2. With support from the Training and Resource Co-Ordinator and Work Force Management Team, responsible for the creation and maintenance of a training database to provide information to management on training costs, staff skills and effectiveness of training.
3. To liaise with Training Content Designer(s), Service Delivery Managers and Team Managers across Citizen Services to enable the provision of bespoke further training for established staff in order to broaden their individual skills.
4. With support from the Training and Resource Lead, Training Content Designer(s) and the Training and resource Co-Ordinator, create and execute an operational training plan.
5. Working with Coaching and Development Lead, Academy and Quality Coaches and Managers from across the business manage the provision and complet

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