Training and Content Officer

Job summary

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.

Job description

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*

Person specification

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

Benefits

Alongside your salary of £33,422, UK Health Security Agency contributes £9,682 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We pride ourselves as being an employer of choice, promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce. UKHSA's 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.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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 meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

Future location

UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK.

The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff.

Reasonable Adjustments

The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.

You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/

International Police check

If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for External candidates to the Civil Service.

Careers website

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : John Inglis
• Email : john.inglis@ukhsa.gov.uk

Recruitment team

• Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles.

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints@ukhsa.gov.uk

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website: https://civilservicecommission.independent.gov.uk