SPOC (Single Point of Contact) Educator and Auditor
Job summary
We are seeking a dedicated and skilled individual to join our team as a
SPOC (Single Point of Contact) Educator and Auditor
at
EEAST . This pivotal role is responsible for the design and delivery of training and management of quality assurance processes within the SPOC Team.
This role is based at Norwich EOC. The role is agile with onsite working across all three EOCs (Norwich, Chelmsford and Bedford). Typically, this will be five days per week, as operationally required, travel is essential to deliver training and undertake work tasks across all three sites. Main duties of the job
Process Design & Delivery:
Lead the development and implementation of key support functions for the SPOC Team, including non-emergency call handling, referral processes, and appointment booking. Ensure all related processes are effectively trained and assured. Competency Assurance:
Ensure that all SPOC staff are equipped with the necessary skills and knowledge to competently perform their roles. Audit Management:
Oversee the Audit Schedule for the SPOC Team, ensuring audits are conducted regularly, and provide detailed reporting on audit outcomes. Mentorship & Training:
Support new team members with mentoring and training, with responsibility for their final sign-off upon successful completion of their training. Person Specification
Qualifications
Essential
AET Training Qualification. GCSE in English and Maths, or equivalent. Desirable
Leadership Qualification. Skills and Knowledge
Essential
Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Developed communication skills. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Desirable
Use of Cleric, Adastra, and Avaya. Experience
Essential
Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Desirable
Experience of using data for improvement. Personal Qualities, Abilities and Attributes
Essential
Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Attention to detail. Good management of timekeeping. Positive to response to feedback. EEAST Values and Behaviours
Essential
Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. #J-18808-Ljbffr
Job summary
We are seeking a dedicated and skilled individual to join our team as a
SPOC (Single Point of Contact) Educator and Auditor
at
EEAST . This pivotal role is responsible for the design and delivery of training and management of quality assurance processes within the SPOC Team.
This role is based at Norwich EOC. The role is agile with onsite working across all three EOCs (Norwich, Chelmsford and Bedford). Typically, this will be five days per week, as operationally required, travel is essential to deliver training and undertake work tasks across all three sites. Main duties of the job
Process Design & Delivery:
Lead the development and implementation of key support functions for the SPOC Team, including non-emergency call handling, referral processes, and appointment booking. Ensure all related processes are effectively trained and assured. Competency Assurance:
Ensure that all SPOC staff are equipped with the necessary skills and knowledge to competently perform their roles. Audit Management:
Oversee the Audit Schedule for the SPOC Team, ensuring audits are conducted regularly, and provide detailed reporting on audit outcomes. Mentorship & Training:
Support new team members with mentoring and training, with responsibility for their final sign-off upon successful completion of their training. Person Specification
Qualifications
Essential
AET Training Qualification. GCSE in English and Maths, or equivalent. Desirable
Leadership Qualification. Skills and Knowledge
Essential
Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Developed communication skills. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Desirable
Use of Cleric, Adastra, and Avaya. Experience
Essential
Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Desirable
Experience of using data for improvement. Personal Qualities, Abilities and Attributes
Essential
Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Attention to detail. Good management of timekeeping. Positive to response to feedback. EEAST Values and Behaviours
Essential
Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. #J-18808-Ljbffr
