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In this role, you are accountable for:

1. Identifying stakeholders, analysing their needs and expectations, planning and implementing various tasks to engage with them.

2. Being accountable for key stakeholders, , working autonomously with all key stakeholders including universities and professional bodies, to embed a full understanding of their role and responsibilities as supporting students through their studies to become part of the future NHS workforce.

3.     Influence stakeholder attitudes, decisions, and actions for mutual benefit and keep them motivated to cooperate.  Lead in the development and delivery of core training and guidance on a range of subjects or specialised subjects to stakeholders to ensure all processes are followed correctly and keeping stakeholders up to date with any appropriate process changes because of system and legislative developments.

4.     Develop guidance and process instructions for use in all aspects of managing and implementing these process changes acting as an ambassador for the NHSBSA by regularly planning presentations and personally delivering to external stakeholder forums ensuring stakeholders are engaged and informed. Using innovative technology to deliver information in the most effective manner including system updates and developments as we work to a fully digitised application system.

5.     You will take personal responsibility to answer queries and complaints raised at such events and provide accurate and timely feedback to any remaining complaints and queries after each employer meeting.

6.     Supporting the engagement and business development agenda ensuring consistency with NHSBSA approaches and values.

7.     Communicating effectively, both orally and in writing, with stakeholders providing timely responses to complex, sensitive queries and complaints. 

8.     Demonstrates creativity and innovation in applying solutions for the benefit of the stakeholder. Ensure engagement from stakeholders during the implementation of change, providing clear direction, updates and identification of risks and actions to enable a positive experience.

9.     Communicating complex information effectively across a wide range of stakeholders and levels of understanding. Building and managing effective two-way communications between NHSBSA Student Services and its internal and external stakeholders, ensuring a coordinated approach to communications within the wider NHSBSA.

10.  Living the values and behaviours of the organisation. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in NHSBSA Student Services dealings with all its stakeholders.

11.  Identifying personal training needs and works with Line Manager to establish personal objectives. Contributes to own ORO.

12.  Working collaboratively with Service Delivery by providing key data to enable effective compliance monitoring and identification, via a risk-based assessment of potential breaches/poor performance. Then addressing issues directly with stakeholders and managing those stakeholders through to a suitable improvement resolution.

13.  Promoting continuous improvement to performance within the constraints of individual organisations and personally managing expectations.

14.  Organise and manage events, invite stakeholders, write the content for delivery, host and chair each session and then collate, summarise and build on feedback.

15.  Responsible for budget activities ensuring spending represents value for money and to review/operate within agreed budgets.

16.  Engage with internal teams including the training team, policy team and contact centre ensuring training materials are up to date to ensure a consistent and up to date message is relayed to customers.

17.  Working as part of a team of content editors to maintain the content on the NHSBSA Student Services website is up to date.

18.  Being responsible for embedding the stakeholder strategy, ensuring that all stakeholder needs are met and be integral to the maintenance and review of a Stakeholder Risk Register.

19.  Keep abreast of business and scheme changes ensuring they are included in the change process and are communicated to stakeholders (internal and external).

20.  Acting as key stakeholder liaison manager to organise responses to queries, managing expectations and communicating complex and difficult information, ensuring wider communication is published in line with the communication strategy.

21.  Working with the communications lead to lead on the develop a stakeholder newsletter.

22.  Developing, writing, and scheduling regular customer insight surveys both annually for all stakeholders and more frequently when relating to specific Service Delivery work areas. You will be instrumental in the creation of these surveys and will collaborate with colleagues in the corporate Customer Insight Team to ensure they are published to schedule. You will analyse results and be the sole contact to deliver results to the Senior Management Team (SMT).

23.  Being the voice of the customer in projects; providing input and ideas to project teams derived from customer insight and providing feedback to stakeholders to update them on progress on projects within NHSBSA Student Services. You will be required to draft and deliver a communications plan to facilitate progress updates when appropriate.

24.   Be accountable for your own personal development needs to be fully equipped to meet current and future organisational needs.