Training & Quality Specialist

Contract: Permanent, Full time

Closing date: 15th August 2025

Recruitment Partner: Shannon Linton

About the role

We are looking for a Training & Quality Specialist to assist in setting up this important function.

This is a full-time hybrid vacancy within our London offices based in vibrant Angel, Islington.

Key responsibilities

This role will sit within the wider Patient Support function and will work closely will Patient Support team managers and other stakeholders to upskill new and existing team members.

Some tasks will include:

• In collaboration with the PST Manager and team managers, develop and run the training plan for new starters;
• Upskilling current team members and making sure training records are kept up to date;
• Working with team managers to create a quality monitoring process and maintain;
• Work with other parts of the business to understand how processes work and share feedback with wider team;
• Create and manage training document and SOPs
• Score circa 50% of the quality reviews and ensure the feedback is provided to managers to action with the team;
• Run calibration sessions with the team managers to ensure alignment;
• Provide 1:1 support and run refresher training sessions for wider groups to ensure the team are delivering best in class service

What you'll need to have

• Approachable and friendly – Able to support the team with their learning requirements and different styles to adsorb the role requirements as soon as they can;
• A background in customer service (contact centres), highly likely to have worked as an advisor in the past;
• Open minded and proactive – willing to pick up tasks and run with them requesting support when needed;
• Ability to succinctly communicate with colleagues from across the business to represent PST;
• Understanding customer support within a healthcare setting, preference for specific Boots Online Doctor knowledge;
• Leadership and co-running training sessions as the inhouse expert on our processes.

Our benefits

• Boots Retirement Savings Plan

• Discretionary annual bonus

• Generous employee discounts

• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child

• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.

• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.