Customer Experience Training Manager

Hca Cancer Network; London; Hybrid; GBP 40,000 - 51,000; Full time

Job description

We’ve been made aware recently of individuals impersonating HCA Healthcare UK colleagues as part of a fraudulent job scheme. Please be aware that HCA Healthcare UK would never ask for payments to secure a job offer, visa or work permit. If you are ever in any doubt about the validity of your job application / offer, you can contact our recruitment team directly via email at [e-mail].

Job Title: Customer Experience Training Manager
Location: London / 1 Day Hybrid
Full time: 37.5 hours per week
Permanent
Salary: Up to £51,000 Dependant on Experience

We’re looking for a Customer Experience Training Manager to join our Customer Experience team based in London with some travel to other UK facilities.

Our Customer Experience Training Manager is an operational training role focused on supporting our one HCA philosophy to align all the company’s corporate functions, hospitals, and associated outpatient centres with HCA’s high-quality service culture.

You will be responsible for the design, development, and delivery of customer service training and initiatives to support business goals and objectives and truly differentiate the company from its competition.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor, we all have a part to play in delivering exceptional care to our patients. Others may think this is just a role in the Customer Experience team, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives daily.

What you’ll do:

1. Liaise with the nominated facility/corporate department project co-ordinator to organise training workshops – dates, participant groups, venue requirements, participant communication, preparation of training materials.
2. Deliver core training workshops in line with department standards. This will include the delivery of the Customer Experience department’s training sessions for new hires on the corporate induction as per the department weekly schedule.
3. Review and analyse participant evaluations and provide summary feedback to the nominated project co-ordinator together with participant end of workshop commitments for follow up.
4. Contribute to updating workshop materials, as required.
5. Review monthly patient experience survey results. Identify trends and propose solutions to consolidate positive trends and convert negative trends into positive ones.
6. Collaborate with key patient experience stakeholders, attending relevant meetings, to agree actions. Track the achievement of agreed actions.
7. Contribute to Customer Experience strategy development by assuming responsibility for specific projects as required.

What you’ll bring:

1. 3 to 5 years’ experience in an L&D role or a high-quality brand customer service environment, including training delivery, in person, online, and interactive learning modules. A passion for exceptional customer service is essential. Ideally, you will hold a recognised L&D qualification.
2. Experience of assessing and analysing customer service experiences and recommending solutions, including the design and development of training programmes, resources, and online learning. This will include train-the-trainer sessions.
3. Exceptional stakeholder engagement and communication skills (both written and verbal).
4. Able to work at pace with often tight, conflicting deadlines, with the ability to prioritise and work with great attention to detail.
5. Exceptional MS Office suite IT skills, including using Excel, Word, and PowerPoint highly competently. Able to learn and navigate new IT technology.

Why HCA UK?

Originally founded over 50 years ago by Dr. Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication, and facilities. Being part of a large multisite, established healthcare group, we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical well-being.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Customer Experience Training Manager, you’ll be eligible for:

1. 25 days holiday each year (plus bank holidays) increasing with service, with the option to buy or sell leave to suit you.
2. Private Healthcare Insurance for treatment at our leading hospitals.
3. Private pension contribution which increases with length of service.
4. Season Ticket Loan and Cycle to Work scheme.
5. Group Life Assurance from day one.
6. Critical illness cover.
7. Enhanced Maternity and Paternity pay.
8. Corporate staff discount for all facilities including Maternity packages at The Portland.
9. Comprehensive range of flexible health, protection, and lifestyle benefits to suit you.
10. Discounts with over 800 major retailers.

Culture and values

At HCA UK, we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring, as we know that when you feel seen, heard, and supported, you can be at your best for our patients and each other.

Our mission is simple; above all else, we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:

1. Unique and Individual: We recognise and value everyone as unique and individual.
2. Kindness and Compassion: We treat people with kindness and compassion.
3. Honesty, Integrity, and Fairness: We act with absolute honesty, integrity, and fairness.
4. Loyalty, Respect, and Dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect, and dignity.

Reasonable adjustments

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs, as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.