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 tool to make their careers a success. You will do this by leading academies, identify 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?

Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
27 days leave (increasing with length of service) plus 8 bank holidays.
Opportunities for development
Active wellbeing and inclusion networks
Excellent pension
Various salary sacrifice schemes
Employee Assistance programme, offering free 24/7 support for you and your loved ones
Access to a wide range of benefits and high street and online discounts

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

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 take pride in being part of something so meaningful, that touches millions of lives.

 Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

 As one of the UK’s Best Big Companies to work for, we’re all 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 voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

 Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

In this role you are accountable for:
1. 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.

2. 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.

3. 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.

4. Providing evidence of reporting of improvements to management by way of accurate analysis and feedback records, highlighting trend and training needs.

5. 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.

6. 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.

7. 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.

8. Promoting continuous improvement, providing support, direction, challenge and inspiration, supporting staff as necessary to improve performance.

9. Taking responsibility for your workload and that of the team, using your initiative and managing your time. Proactively demonstrate a solution focussed approach to your work.

10. Having a good understanding of coaching processes and models with a passion for utilising the core coaching principles.

11. Ensuring coaching & mentoring evaluations are issued to Team Managers regularly to feed into staff 1:1’s demonstrating the month on month improvement made and recommendations for further improvement.

12. 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.

13. 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.

14. Continuously reviewing and providing feedback towards improving developing internal processes.

15. Maintaining own in-depth knowledge, skills and expertise with the ability to quality check for multiple subject areas.

16. Any other reasonable duties, such as frontline work with existing teams, as requested by the Service Delivery Manager, Team Manager or Contact Centre Manager.

17. 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.

18. 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.

19. Working on hybrid basis, which requires working remotely from home as well as from the office when needed.

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Academy and Quality Coach

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