The postholder will be required to support excellence in training across all outsourced business suppliers; managing and challenging suppliers to drive agent performance. They will need strong knowledge of the required standards of performance and be adept at identifying where this falls below expectation.
Postholders will develop and maintain strategic partnerships and relationships, and influence others where there may be divergent and conflicting views. This role requires leadership, representational and influencing skills both within the organisation and with the outsourced suppliers. Work at this level can have a significant impact on the achievement of departmental objectives and bear a significant risk for the department. Delivery of results through others and effective negotiation at senior levels will be key.
The post holder will work to the leadership team responsible for delivering key operational excellence outcomes for the Division, to continually improve the service offered to customers.
This will include:
Supporting the excellence team in the maintenance of excellence in training standards across all outsourced business providers
Ensuring call handlers across different suppliers have the most accurate and up to date information to correctly advise callers.
Liaising with other UKHSA teams and external suppliers to develop and continuously improve call handler guidance materials
Supporting the head of contact centre service excellence, with a range of administrative duties, to implement, maintain, and review training materials and strategy to ensure excellence in service delivery based on evidence from reports and validation activities
Delivering training sessions as well as directly training outsourced supplier agents
- This list is not exhaustive*
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information https://gov.uk/ukhsa/careers
The postholder, whilst responsible for delivering a specific work area within the Division, may be asked to support work across the Division or Directorate as required. Postholders will develop and maintain operational partnerships and relationships but may also need to negotiate and influence others where there may be divergent and conflicting views between professions about the best approach to content and training. This role requires representational and influencing skills both within the organisation and with external customers.
Work collaboratively across the team, and the wider organisation to embed the high standard of, and approach to, training across all suppliers, actively driving forward and delivering against UKHSA objectives by enabling delivery of service excellence through well trained individuals, including those in outsourced suppliers responsible for taking calls. This will include identification of gaps in training and where training standards are not being met or maintained, using knowledge and judgement to determine and implement appropriate remedies.
Develop a range of training and content documentation for use across different channels of communication and in liaison with clinical staff across the organisation to ensure clinical accuracy of all information and that the guidance within the material always remains up to date.
Work with stakeholders to track and deliver training requirements, and assure the quality of learning delivery events, providing meaningful feedback. This requires analysing information and presenting data and reports in a user-friendly manner.
Deliver train the trainer sessions to suppliers, , as well as directly to agents, as required, to ensure suppliers are able to meet the high standards required of them when communicating guidance to the public.
Support the work of the Public Inquiry team by providing supporting information for the Public Inquiry Preparation Plan and longer-term Response Plan, and provide appropriate responses to press comments.
Support an evidence-based approach, aligned to the Quality Assurance framework, to determine training development priority areas of work and support the planning of training resource in conjunction with suppliers.
Maintain and improve the effective, efficient and convenient use of information and knowledge across National Response Operations Division, stakeholders and our suppliers, by developing and ensuring the accessibility of Service Line content; SMS texts, guidance, call scripts and FAQs.
Provide a range of administrative support as required to support the Head of Contact Centre Service Excellence
Essential criteria
Working knowledge of multi-channel Contact Centre operations
Experience of working in a training/learning and development role
Experience of identifying and delivering continuous improvements in a service and solving problems
Experience of working in a customer-focused environment
Adept at undertaking business support tasks with ability to produce a range of paperwork, including agendas, and taking minutes / action notes
Able to work autonomously as well as co-operatively
Ability to use IT packages including advanced Microsoft Office experience, including Word, Outlook, Excel, PowerPoint
Effective planning and organisational skills with the ability to manage conflicting demands and meet changing deadlines
Demonstrable interpersonal skills with the ability to develop and maintain constructive relationships across professional disciplines
Effective communication (written and verbal) skills, including excellent negotiation, influencing and persuasion skills, with the ability to adapt their communication style to the audience
Ability to constructively challenge others including at a more senior level to influence change
Able to maintain own levels of performance in challenging circumstances and encourage others to do the same. Demonstrate persistence and resilience to achieving success by delivery despite obstacles or setbacks.
An understanding of and commitment to diversity, inclusion and equality of opportunity
Desirable criteria:
Experience of training others and of developing training materials
Experience of working with outsourced suppliers, using commercial and contractual knowledge to maintain and improve performance
Selection Process
Stage 1: Application & Sift
This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience, skills and abilities as outlined in the essential criteria.
At sift stage you will be assessed against the 13 essential criteria listed in the job advert.
You will be required to complete an:
Application form (‘Employer/ Activity history’ section on the application)
(up to 1000) word supporting statement
Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000.
This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role.
You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V –please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.
Longlisting: In the event of a large number of applications we may longlist into 3 piles of:
Meets no essential criteria
Meets some essential criteria
Meets all essential criteria
Those who meet SOME or ALL essential criteria will be taken through to interview stage.
Shortlisting: If we receive a large number of applications an initial sift against the lead criteria below may be conducted
Working knowledge of multi-channel Contact Centre operations
Experience of working in a training/learning and development role
Experience of identifying and delivering continuous improvements in a service and solving problems
Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.
If you are successful at this stage, you will progress to interview & assessment.
Please note feedback will not be provided at this stage.
Stage 2: Interview - Competency based
You will be invited to a remote interview. Interview dates to be confirmed.
During the interview we will assess against the below:
Knowledge
Experience
Skills and Abilities
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Eligibility Criteria
External: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.
Please be aware that the salary is based on the office location:
Higher Executive Officer (HEO)
£33,422-£40,731 (National)
£35,587- £43,244 (Outer London)
£37,749- £45,353 (Inner London)
Location
This role is being offered as hybrid working based at any of our Core HQ’s. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, averaged over a month) working at one of UKHSA's core HQ’s (Birmingham, Leeds, Liverpool, and London).
Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Security Clearance Level Requirement
The level of security needed is:
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.
