Job summary
- Main area
- Admin
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time
- Job ref
- 364-A-9934
- Employer
- Essex Partnership University NHS Foundation Trust
- Employer type
- NHS
- Site
- The Lodge
- Town
- Wickford
- Salary
- £32,073 - £39,043 per annum
- Salary period
- Yearly
- Closing
- 21/04/2026 23:59
Employer heading
Contact Centre Trainer and Reporting Supervisor
Band 5
Our Trust cares for more than 100,000 patients at any one time across our community health, mental health and learning disability services across Essex and parts of Bedfordshire and Suffolk.
We want you to be part of our journey of transformation, where our patients and their families are at the heart of everything we do and to achieve our vision to be the leading health and wellbeing service in the provision of mental health and community care.
You’ll be part of a Trust where you will be supported to be your authentic self and be the best you can be, where we will help you to grow, develop and thrive.
The Trust is recognised by the University of Essex and is a top provider of apprenticeships for people looking to be an assistant practitioner, senior health care support worker (CAP). Our trailblazing CAP apprenticeship won a national HSJ Award.
We are also recognised as a Veteran Aware Trust and holder of gold accreditation from the Ministry of Defence Employment Recognition Scheme. Our services are highlighted as an exemplar of good practice, producing the best care for more than 3.500 armed forces veterans in the past seven years.
We have been shortlisted and won national awards. We are an inclusive organisation and Level 3 Disability Confident Leader Trust.
We are constantly innovating and looking for new ways to deliver care, such as using technology to enhance patient care and working with partners to launch new services such as the Basildon Mental Health Urgent Care Department, virtual hospitals and falls response cars.
Join us and you’ll do the best work of your life – and make a difference to other people’s lives. What we do together, matters.
Job overview
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 the management on progress. It will be a requirement to perform Supervisor duties such as Call Quality checks, supervisions and any other supervisor duties as required. This role 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 Trusts 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 will be required to work from a base at least 50% of the working week and be able to also work flexible hours incl out of hours and weekends in order 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.
Working for our organisation
Valuing you. Recognising your dedication. At EPUT, we look after you.
- 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.
Benefits
- 27 days holiday, plus bank holidays, rising to 33 days after 10 years’ service.
- Excellent pension of up to14.5% 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.
Work that wraps around your needs
- Flexible working: available from day one for most roles.
- Job share: Applications for job shares are welcomed.
Detailed job description and main responsibilities
Please find full details in the attached job description and personal specification. Any questions please contact Annika Guy
Person specification
education
Essential criteria
- Educated to degree level or equivalent experience. Recognised Learning and Development qualification Proven experience of using relevant software packages and the delivery of training Evidence of continuous personal and professional development.
Desirable criteria
- Level 3 award in Education and Training
Knowledge
Essential criteria
- Demonstrable experience in course development, planning and delivery Experience in contributing to the success of a multi-disciplinary team as effective team member
Desirable criteria
- Demonstrable understanding of clinical workflows relevant to EPR in NHS setting.
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Annika Guy
- Job title
- Contact Centre Manager
- Email address
- [email protected]
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