Contact Centre Educator: Call Handling

2 weeks ago

Manchester, United Kingdom North West Ambulance Service NHS Trust Full time

Are you passionate about education and training? Do you possess exceptional communication skills and a strong background in contact centre operations?

We are seeking a dedicated and motivated individual to join our education team as a Contact Centre Educator for Call Handling. This is a unique opportunity to contribute to the growth and development of our contact centre call handling 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.

You will support the work of the Trust’s Education & Learning Teams in the delivery of call handling education programmes, including the teaching of triage and computer systems used within the contact centres to new 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 currently work within a contact centre and have experience of using the designated contact centre hardware and software systems, including computer, triage, and telephone systems.

You will possess a call handling certification for NHS Pathways and 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.

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.

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