Customer Service Centre Quality and Training Analyst
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The CSC Quality and Training Analyst plays a pivotal role in supporting the strategic people agenda at NHSPS. This position is instrumental in fostering a culture aligned with our "Get, Grow and Keep" values, working in close partnership with the CSC Leadership Team to deliver exceptional service through high-quality training and consistent communication standards.
A key focus of the role is identifying and driving opportunities to enhance communication across the CSC, strengthening colleague engagement and ensuring a unified approach to service excellence.
Who are you
You are a proactive and people-focused professional who champions quality and consistency in customer service. With a passion for learning and development, you empower colleagues through effective training and clear communication. You thrive in collaborative environments and are committed to driving engagement and continuous improvement.
What you will bring to the role
* Coordinate induction and training for new starters, embedding NHSPS culture and role-specific knowledge.
* Track progress of new starters against training modules, performance metrics, and collaborate with Team Leaders to address concerns.
* Identify training needs using data from C-SAT, call quality, and appraisals, and present improvement suggestions to the CSC Leadership Team.
* Deliver refresher training to existing team members to maintain high standards and consistency.
* Create and maintain training materials aligned with NHSPS branding and evolving business priorities.
* Champion soft skills development alongside system and process knowledge to ensure brilliant customer service.
* Support learning and development plans across the team, including mandatory training compliance.
* Promote a customer-led culture by reviewing customer interactions and driving improvements in service delivery.
This is a hybrid role, and you must live within a commutable distance to Stockport as you will work in our Stockport office every Wednesday.
What we can offer you:
* A competitive salary
* 27 days annual leave + 8 days bank holiday with the option to buy additional weeks leave.
* A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
* Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework.
* SMART Pension contribution into which the company will contribute up to 6%
* A range of flexible benefits including NHS retail discounts and Cycle to Work Scheme.
We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
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