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Information Systems Customer Engagement and Training Lead

NHS AfC: Band 6

Main area
External Reporting Services
NHS AfC: Band 6
Full time - 37.5 hours per week
Job ref
Newcastle, Eastbourne, Remote Working
Newcastle, Eastbourne, Remote Working
£32,306 - £39,027 Per Annum
Salary period
04/07/2022 23:59

Job overview

 We're looking for an organised and motivated Information Systems Customer Engagement and Training lead to join us and play a key role within the NHSBSA’s  Data & Insight External Reporting Services Team.

If you feel you have what it takes to be successful, and would like to join our dynamic team we would love to hear from you.

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

The Information Systems Customer Engagement and Training lead will  create, plan, organise and deliver customer support, training and will carry out engagement activities for both internal and external users of the NHSBSA Information Systems. The majority of the NHSBSA Information Systems are built around business intelligence tools and the 
Information Systems Customer Engagement Lead will be required to have and share understanding on the functionality of these tools and 
the data within them. They will be expected to utilise various training methods, classroom training (including virtual classroom i.e. MS Teams), 
written guides, videos, provide bespoke report building support for a range of customers.

The post holder will assist in the general management of the wider customer support team and provide support and mentorship to new staff, provide professional leadership to the team, act as a role model and demonstrate up to date knowledge of Information Systems reports and 
data. The post holder can be based at our NHSBSA offices in Newcastle, Eastbourne or work from home. The role will require travel which will 
include overnight stays to deliver training sessions or attend conferences

Working for our organisation

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

We are the NHS delivering for the NHS.

Detailed job description and main responsibilities

In this role, you are accountable for:

1. The design, delivery and maintenance of information systems training with a focus on business intelligence tools and data.

2. Delivering both bespoke and set agenda training sessions to individuals and groups both at NHSBSA training venues and off-site at customer venues. Also deliver both bespoke and set agenda virtual classroom training sessions using MS Teams.

3. Creating and developing effective support and training materials, video guides and e-learning modules at varying levels of complexity and tailored to a wide range of customers.

4. Providing an unbeatable level of customer service going the extra mile to engage with customers and ensuring that all customers are treated efficiently and in an appropriate manner.

5. Providing expert second line support to Information Services system users by video call, answering telephone calls and responding to emails

6. Provide expert advice to customers to carry out data analysis and report building, helping them to maximise their use of the information systems and data.

7. Leading on developing and maintaining customer engagement and user groups, with the aim of developing better customer relationships, gaining knowledge on what customers need from information services to provide an improved customer experience.

8. Developing an in-depth understanding of NHSBSA’s prescription, pharmacy, dental and ophthalmic activity data.

9. Liaising with peers and colleagues across the organisation to identify and develop opportunities for improvement and engagement. Lead on developing and building on current networks to identify future opportunities for engagement.

10. Reviewing feedback from multiple sources, bringing in an expert for support where necessary. Supporting the development of strong 
and robust proposals for change activities and business cases. Presenting them with confidence and conviction to Training and Engagement manager

11. Demonstrate excellent presentation skills being able to communicate and engage with a wide range of clients, commissioners and users in a manner and language that they understand.

12. Leads on setting the customer service standards and ensure that the Information Systems Customer Support officers are buying into the culture of putting customers first.

13. Leads on monitoring and coaching Information Systems Customer Support officers to raise performance and contribution, and to manage the workload and quality check their performance.

14. Leads on developing Information Systems Customer Support officers to a high level of proficiency in the use of the NHSBSA information systems business intelligence tools.

15. Lead on developing Information Systems Customer Support officers to have a full and in-depth understanding of NHSBSA’s prescription, pharmacy and dental activity data.

16. Encourage and promote the environment of self-learning, and self-managing by junior members of the team.

17. Responsible for monitoring and reporting on customer feedback regarding Information Services

18. Responsible for maintaining a strategic and tactical focus. Develop an in-depth and robust understanding of our customers and the wider systems we provide.

19. Proactively watching the external environment, being alert to emerging innovation, system issues and trends and customer experience exemplars which might impact or benefit the Information Services team.

20. Promoting new products as and when developed working with clinical experts to fully understand the context to relay to users

21. Deputising for the Data Services manager where necessary. 

Person specification

Qualifications, Experience, Skills

Essential criteria
  • Proficient in the use of BI technology
  • Proficient in the use of Microsoft packages, particularly Excel and Teams.
  • Confident at data analysis and presenting information
  • Able to communicate complicated data and ideas in a clear manner
  • Good presentation and facilitation skills.
  • Adaptable, resilient, confident, forward thinking, decisive
  • Enthusiastic, creative, flexible and pro-active.
  • Good listening skills and ability to communicate with all levels of users.
  • Advanced knowledge of training initiatives and techniques.
  • Excellent customer relationship skills
  • Motivated and driven to accomplish goals
  • Experience in a relevant role must be demonstrated
  • Experience of delivering training and presentations to both small and large groups
  • Experience of providing customer service for a BI tool
  • Experience of providing technical customer support to users.
  • At least two years’ experience of training delivery techniques and solutions.
  • Awareness of digital and e-learning solutions
  • Awareness of working with user groups
  • Experience of producing communications and promotional material
  • Experience of providing guidance to and monitoring performance of junior team members
  • Educated to Degree level or demonstrate significant equivalent relevant experience.
Desirable criteria
  • Previous work experience within the NHS or a good knowledge of the NHS landscape.
  • Experience of working in a training environment
  • Experience of managing a team or project
  • Experience producing BI content for NHS organisations
  • Familiarity with pharmaceutical, dental and ophthalmic terminology used within NHS
  • Relevant Training Qualification
  • Knowledge of Oracle BI

Employer certification / accreditation badges

Stonewall Top 100 Employer 2020Disability confident leaderStep into healthBetter Health at Work AwardTop 5 Best OrganisationsTop 25 Best Big Companies to Work forArmed Forces Covenant Gold AwardENEI TIDE Gold 2021Stonewall Gold 2022

Documents to download

Apply online now

Further details / informal visits contact

Kelly Furminger
Job title
Data Services Manager
Email address