Academy and Quality Coach

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 focused 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 1:1s 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.