Spire Healthcare’s East London and Essex hub have an exciting opportunity for a Contact Centre Training Lead to join the team based at Juniper House Brentwood, to support the success of the Patient Support Centre operation, through provision of high-quality training and development plans for our colleagues (new and established) to allow operational teams to deliver consistently high levels of customer service, meeting or exceeding defined performance metrics. The post holder will act as a subject matter specialist for at least one of the three core team specialisms (Outpatient Bookings, Admissions and Self Pay Sales) Duties and Responsibilities Responsible for training of colleagues at their Patient Support Centre including identifying the training and employee development needs, creating training materials and implementing staff training programmes. Responsible for reporting on and driving Process Quality Assurance across all the activities performed within the Patient Support Centre. Support training of hospital colleagues involved in the processes that interface with the Patient Support Centre operation. Working with the General Manger to enable new processes to be adopted as part of the Spire’s improvement programme. Build and develop strong inter-personal relationships with all team colleagues. To champion the spirit of excellence through team building, leadership and sound people management skills. To identify areas of development and under performance and drive improvement actions. To be directly responsible towards fostering the development of the wider team by motivating them and ensuring career advancement. Participate in process monitoring and process QA programs; identifying business expectations and needs. Observe, analyse and give constructive feedback. Design, approve, and evaluate all PSC process training programs, and process training materials. Design, implement and monitor the Process Quality Assurance formats and standards across the PSC. Support the operational team in meeting all PSC agreed upon KPIs and performance parameters. Provide feedback to PSC team managers on training/coaching requirements for their staff. Provide PSC training budget estimate for management approval and to be incorporated in company’s annual budget. Who we are looking for Minimum Experience: Demonstrable experience in successfully delivering complex training including to a ‘new to role’ audience. Evidence of improving customer service performance. Formal experience in Process Quality Assurance is desirable. Communication Skills: Strong verbal and written communication skills in English Language Personal Skills: Excellent influencing skills Excellent presentation and facilitation skills, able to bring trainees with differing backgrounds and abilities along the knowledge/service development journey Proficiency in creating and executing training modules tailored to the needs of the job Ability to work under pressure Ability to multi-task Ability to deal effectively and patiently with others Customer service oriented Problem analysis and solving skills Detail oriented Strong knowledge of customer care processes and techniques Coaching and mentoring Analytical and logical reasoning & numerical skills Knowledge of quality assurance terminology, methods, and tools Managerial Skills: Time management skills Handle problems quickly and efficiently Excellent knowledge of basic computer tools (e.g. Office 365, Internet, email) Leadership skills Excellent motivator Contract Type: Full-time Permanent Benefits We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to: 35 days annual leave inclusive of bank holidays Employer and employee contributory pension with flexible retirement options ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers Private medical insurance Life assurance Our Values We are extremely proud of our heritage in private healthcare and of our values as an organisation: Driving clinical excellence Doing the right thing Caring is our passion Keeping it simple Delivering on our promises Succeeding and celebrating together Our people are our difference; its their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart. We commit to our employee’s well-being through work life balance, on-going development, support and reward. Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care. For us, its more than just treating patients; its about looking after people.