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Coaching and Development Lead

NHS AfC: Band 5

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Coaching and Development Lead
NHS AfC: Band 5
Full time 37.5 hours per week
Job ref
Bridge House
Newcastle Upon Tyne
£22,128 - £28,746 per annum
27/02/2018 23:59

The NHS Business Services Authority (NHSBSA) is the main processing facility and centre of excellence for payment, reimbursement, remuneration and reconciliation for NHS Dental Practitioners, Pharmacists, NHS Pensions and other affiliated parties.

Do you have the skills and personality to oversee the creation, planning and organisation of operational and customer service coaching for both new and existing contact centre staff and the development of employee through internal staff development and progression programmes to develop internal talent?

Our award winning Contact Centre, based in Newcastle City Centre is looking to introduce a Coaching and Development Lead who will line manage a team of Academy and Quality Coaches and provide a strong and clear direction across all areas of performance and quality for both new and existing staff members, through your extensive experience of implementing various successful coaching solutions and using your knowledge of coaching processes and models.

This exciting role, will work with a number of stakeholders, mainly being Service Delivery Managers, the Training and Resource Lead and the Quality and Knowledge Manager to identify the coaching and development needs from training needs analysis and quality results.

You will have a passion to identify coaching requirements and / or risks that will support improvement, with a view to maintaining consistently positive outcomes. Naturally you will be able to successfully implement coaching interventions, initiatives and an ability to drive results forward and delivering effective results through your team of Academy and Quality Coaches.

With support from the Training and Recruitment Service Delivery Manager, you will take responsibility and assist in the design, delivery and maintenance of operational coaching for all call and work streams. You will drive the implementation and embedding of talent development through a natural awareness of the development needs of staff for both talent progression and development programmes within a Contact Centre. So some prior experience in creating, managing, designing and delivering staff talent / career and leadership development programmes would be desirable.

The Employers Network for Equality & Inclusion (enei) is the UK's leading employer network covering all aspects of equality and inclusion issues in the workplace.No smoking policyStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Age positiveDisability confident employer

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Further details / informal visits contact

Faisal Izzat
Training and Recruitment Service Delivery Manager
Tel: 0191 203 5198


Michael Dunn
Training and Resource Lead
Tel: 0191 203 5689
Ext: 500 2269