Contact Centre Trainer and Reporting Supervisor
The closing date is 21 April 2026
Duties of a Trainer & Reporting Supervisor include facilitating engaging classes, identifying areas of improvement and opportunities for the learner, evaluating skills and attending to the learner’s challenges, organising training materials and scheduling training sessions, and submitting timely reports to management on progress. The role requires performing Supervisor duties such as Call Quality checks, supervisions and any other supervisor duties as required. This role also requires participation in an on‑call rota.
This is a full‑time post. Hours will be rota based over a 24/7 service.
INTERVIEWS WILL BE HELD W/C 11TH MAY 2026.
INTERVIEWS WILL INCLUDE A PRESENTATION.
Main duties of the job
To uphold the Trust’s commitment to customer service and immediate access as its priority.
To assist the Contact Centre Manager in the operation of front‑line customer service in all areas of the Cisco Finesse Contact Centre System as well as Service Desk systems including Hornbill.
The post holder must work from a base at least 50% of the working week and be able to work flexible hours including out-of-hours and weekends to meet the demands of the role.
You will educate all staff to effectively utilise the telephony technology in line with departmental ever‑changing policies and procedures which may directly and fundamentally alter their existing roles in a rapidly changing environment. This can result in staff feeling insecure within the organisation and within their role. The challenge is to influence their attitude toward Digital in a positive way and support them successfully through the changes.
About us
Valuing you. Recognising your dedication. At EPUT, we look after you.
Benefits
- Receive supervision and support to help you fulfil your potential.
- Join an inclusive EPUT community and connect with others through engagement events and equality or champion networks.
- If you need help, we provide mental health and wellbeing services, occupational health advice and counselling.
- We run recognition awards to recognise staff’s hard work and dedication.
- 27 days holiday, plus bank holidays, rising to 33 days after 10 years’ service.
- Excellent pension of up to 14.5% of your pensionable pay.
- Staff discounts include Blue Light Card, NHS discount offers, and staff benefits.
- £8K relocation package if you move to Essex to join us.
- Season ticket loans are interest‑free to cover the cost of travelling to and from work via tram, rail, or bus.
Flexible working
- Flexible working: available from day one for most roles.
- Job share: Applications for job shares are welcomed.
Job responsibilities
Please find full details in the attached job description and personal specification. Any questions please contact Annika Guy.
Person Specification
Education
- Educated to degree level or equivalent experience. Recognised Learning and Development qualification. Proven experience using relevant software packages and delivery of training. Evidence of continuous personal and professional development.
- Level 3 award in Education and Training.
Knowledge
- Demonstrable experience in course development, planning and delivery.
- Experience contributing to the success of a multi‑disciplinary team as an effective team member.
- Demonstrable understanding of clinical workflows relevant to EPR in NHS setting.
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 to make a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Essex Partnership University NHS Foundation Trust
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