Job Summary
Do you have good communication skills, a keen eye for detail, are motivational and are interested in a role that can make a difference? We are looking for Academy and Quality Coaches.
This is an exciting opportunity to support your colleague careers within the NHSBSA and to give them the best tools to make their careers a success. You will do this by leading academies, identifying coaching needs, and supporting at times on a 121 basis. This is a very rewarding role and a role that is growing; we are now supporting and developing colleagues across Citizen Services.
You will be based out of either Newcastle or Fleetwood, with occasional travel between the two locations. The role is based on hybrid working, which requires working remotely from home as well as from the office when needed.
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
* Hybrid working model (we are currently working largely remotely)
* Career development
* Active wellbeing and inclusion networks
* Excellent pension
* NHS Car lease scheme
* Access to a wide range of benefits and high street discounts!
Main duties of the job
You will be able to demonstrate these essential skills and knowledge:
* Relevant in-depth subject expertise / sharing knowledge
* Ability to adapt to/ analyse and interpret data from different systems
* Ability to analyse information
* PC literate, especially with Microsoft Word and Excel
* Excellent and versatile communication skills
* Being comfortable using various communications tools like Microsoft Teams
* Excellent organisational abilities with close attention to detail
* An enthusiastic motivator, with patience and tact in abundance
* Committed to work as part of a team, demonstrating a flexible approach
* Able to work in partnership and develop the trust, respect and co-operation of colleagues
* Demonstrate an active commitment to the goals and values of the organisation
* Significant experience of providing information, advice or support to people individually or in a group setting
* Experience of coaching and mentoring
* Experience of providing feedback
About us
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’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job Description
Job responsibilities
In this role you are accountable for:
* Ensuring that team objectives are developed and owned that, in turn, fully support the overall Citizen Services objectives including reporting on progress of individual/ team objectives at regular intervals.
* Leading by example providing exemplary customer focus and setting and promoting the highest standards of behaviour across the teams. This will be in line with the NHSBSA values and behaviours.
* Actively seek to improve the performance of staff against performance targets and objectives. Carry out regular coaching and performance reviews giving objective and constructive feedback to each individual. Ensure that best practice is shared not just within the team but across Citizen Services.
* Providing evidence of reporting of improvements to management by way of accurate analysis and feedback records, highlighting trend and training needs.
* Having a talent for providing effective evaluation reports and the ability to devise coaching development programmes through working closely with both the Service Delivery Managers and Team Managers in the Citizen Services.
* Communicating effectively at all levels. Be able to explain difficult or complex matters in a clear and concise way, overcoming any problems in understanding and be able to absorb and apply new information effectively. Ensure that staff are fully supported to embed learning and training effectively.
* Identify and assess learners needs and put in place learning and development plans, with realistic and challenging goals, that enable learners to understand their personal journey and realise their potential.
* Promoting continuous improvement, providing support, direction, challenge and inspiration, supporting staff as necessary to improve performance.
* Taking responsibility for your workload and that of the team, using your initiative and managing your time. Proactively demonstrate a solution-focused approach to your work.
* Having a good understanding of coaching processes and models with a passion for utilising the core coaching principles.
* Ensuring coaching & mentoring evaluations are issued to Team Managers regularly to feed into staff 1:1s demonstrating the month-on-month improvement made and recommendations for further improvement.
* Following up on progress and recommendations after academy ends to ensure improvements are being made and targets are being met. Where appropriate work with Team Manager on further coaching and performance development.
* Liaising with other teams to ensure that any policy or procedural changes are reflected as necessary. Understand how your role links to the objectives within the wider business.
* Continuously reviewing and providing feedback towards improving developing internal processes.
* Maintaining own in-depth knowledge, skills and expertise with the ability to quality check for multiple subject areas.
* Any other reasonable duties, such as frontline work with existing teams, as requested by the Service Delivery Manager, Team Manager or Contact Centre Manager.
* Having an ability to work both individually and as part of a wider team. Being an integral part of the team and leading by example.
* Having flexibility to travel to different sites (with overnight stays), on occasion, if the need arises in order to meet the requirements of the post.
* Working on a hybrid basis, which requires working remotely from home as well as from the office when needed.
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