HR, Sales and Management - HR Assistant
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Position : Training & Process Adherence Supervisor - Liverpool
With access to a network of over 5000 experts in the field, my client delivers a vast range of treatment and diagnostic services, including physical, psychological and hospital.
Underpinned by expert clinical insight, clear advice and a comprehensive range of easy-to-use treatment pathways, our services enable our clients to achieve faster return to function outcomes, reduced pain and suffering and better quality of life post-injury.
My client manages the provision of rehabilitation services to an Injured Party in order to facilitate recovery from injury and return to work, via our UK-wide network of experts. Our Case co-ordinators are responsible for managing every aspect of an Injured Party's care, from effective use of the system and accurate data input from the start of a case, to pro-actively managing files and responding to queries, to ensuring files and financial information is accurate at case closure.
To maintain and improve quality levels and ensure process adherence, the Training & Process Adherence role will carry out regular 1-2-1 training with each member of the company teams in line with current processes and procedures, and identify and target specific areas of improvement for each individual. In addition, the role will involve ongoing audit against process adherence, as well as maintaining and improving quality levels of all communication.
Training & Process Adherence Supervisor/ Co-ordinator Primary Responsibilities:
Establishing current training/ competency levels of staff against key competencies required for each role.
To work with the Management team to develop a training plan for each member of the team to include key competencies as well as ongoing development.
With the individualised training plan in place, to monitor individuals' progress against this and provide regular updates to the Management team.
Creating a full training package for new members of staff to ensure they reach the same level as existing members of the team within a pre-defined time period.
On an ongoing basis, to carry out and record process audits of cases to a set % of live cases to ensure global adherence to process. The aim is for each team member to be provided with this feedback on a regular basis so they are able to develop against their training plans and achieve the desired levels of quality and service.
On an ongoing basis, to carry out telephone call audits to a set % of daily calls to ensure global adherence to telephone handling quality standards and effectiveness of query signposting. The aim is to improve overall quality and reduce hold times.
To work with the Management team, specifically Operations Managers and Team Leaders, to incorporate quality and training feedback into monthly 1-2-1 meetings.
To identify specific weaknesses in existing processes which cause SLA leakage or are a frequent cause for confusion amongst operation staff. Once identified, to provide this information to the Management team and work together to develop and implement a solution.
To apply to this role please email
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Adecco is an equal opportunities employer.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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