Job Description

Are you passionate about education and training? Do you possess exceptional communication skills and a strong background in contact centre operations?
We are seeking a dedicated and motivated individual to join our education team as a Contact Centre Educator - Clinical. This is a unique opportunity to contribute to the growth and clinical development of our contact centre staff, ensuring they are equipped with the necessary skills to provide outstanding care.
We deliver training across the North West, and you will be required to deliver training at venues across the whole footprint of the Trust. As part of the wider Education & Learning Teams, you may also be involved in cross-functional learning activities.
You will predominantly work full time, Monday to Friday, however flexibility is required to deliver training and recruitment during unsocial hours and at weekends when required.
Main duties of the job
You will support the work of the Trust's Education & Learning Teams in the delivery of clinical and non-clinical education programmes, including the teaching of triage and computer systems used within the contact centres to new and existing staff. You will also support existing staff with updates and changes to systems, as well as supporting staff returning to work.
You will be responsible for the maintenance of training records; ensuring that training information is accurately and appropriately recorded.
You will currently work within a contact centre and have experience of using the designated contact centre hardware and software systems, including computer, triage, and telephone systems.
You will possess a relevant clinical qualification which is registered and maintained by a professional body. You will have a proven record of training delivery. You will have the ability to design and deliver training programmes to meet programme and student learning objectives, including theory, practical delivery, and assessment.
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Details
Date posted
28 July 2025
Pay scheme
Agenda for change
Band
Band 6
Salary
38,682 to 46,580 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
242-4766
Job locations
30 Contact Centre Education
Liverpool
L24 8RL
Job description
Job responsibilities
Please ensure you have read the full and Person Specification before applying for this role.
The Trust reserves the right to close this vacancy early if a large number of applications are received. Job description
Job responsibilities
Please ensure you have read the full and Person Specification before applying for this role.
The Trust reserves the right to close this vacancy early if a large number of applications are received.
Person Specification
Skills
Essential

• Excellent verbal and written communication skills.
• Ability to design and deliver training programmes to meet programme and student learning objectives; including theory, practical delivery and assessment.
• Experience of using the designated contact centre hardware and software systems, including computer, triage and telephony systems.
• Ability to interpret statistical data effectively to make meaningful judgements.
• Excellent planning & organisational skills.
• Ability to design and implement changes to improve systems and processes.
• Proactive and self-motivated.
• Ability to manage own time, work under pressure.
• Ability to maintain confidentiality and deal with situations in a sensitive manner.
• Working knowledge of all contact centre training and Microsoft Office software packages, including specialist training and elearning software.
• An understanding of the principles of equality of opportunities in relation to staff and service users.

• Educated to degree level or have equivalent training and/ or experience.
• Possess relevant clinical qualification which is registered and maintained by a professional body.
• A proven record of training delivery.
• Possess or be willing to work towards ALS certification.
• Possess or be willing to work towards a L4 Certificate in Education & Training.
• Process or be willing to work towards a L3 Certification in Assessing Vocational Achievement.

• Proven experience in training environment evidenced through practice portfolio.
• Knowledge of national standards related to content delivered.
• Experience of designing training programmes.

• Flexible and highly motivated.
• Project a professional image.
• Willingness to work at a variety of locations, locally and regionally.
• Flexibility in working hours to support programme and learners needs.
• Ability to travel across the Northwest region.
• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.

• Excellent verbal and written communication skills.
• Ability to design and deliver training programmes to meet programme and student learning objectives; including theory, practical delivery and assessment.
• Experience of using the designated contact centre hardware and software systems, including computer, triage and telephony systems.
• Ability to interpret statistical data effectively to make meaningful judgements.
• Excellent planning & organisational skills.
• Ability to design and implement changes to improve systems and processes.
• Proactive and self-motivated.
• Ability to manage own time, work under pressure.
• Ability to maintain confidentiality and deal with situations in a sensitive manner.
• Working knowledge of all contact centre training and Microsoft Office software packages, including specialist training and elearning software.
• An understanding of the principles of equality of opportunities in relation to staff and service users.

• Educated to degree level or have equivalent training and/ or experience.
• Possess relevant clinical qualification which is registered and maintained by a professional body.
• A proven record of training delivery.
• Possess or be willing to work towards ALS certification.
• Possess or be willing to work towards a L4 Certificate in Education & Training.
• Process or be willing to work towards a L3 Certification in Assessing Vocational Achievement.

• Proven experience in training environment evidenced through practice portfolio.
• Knowledge of national standards related to content delivered.
• Experience of designing training programmes.

• Flexible and highly motivated.
• Project a professional image.
• Willingness to work at a variety of locations, locally and regionally.
• Flexibility in working hours to support programme and learners needs.
• Ability to travel across the Northwest region.
• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.