Learning & Development Team Administrator

Job description

Job responsibilities

Customer Service and Enquiries Handling

• Customer Service: Provide a high level of customer service to Bromley Healthcare staff, delegates, and service representatives with training, enrolment, and technical support queries.

• Enquiries Handling: Respond to telephone and email enquiries in a timely, confidential, sensitive, and effective manner.

Learning Management System (LMS) Administration

• LMS Administration: Administer and operate the Learning Management System (LMS), including:

• Accurately inputting training attendance and learning records.

• Manually updating training completions using judgement and reference to SOPs to determine acceptable evidence, e.g., certificates or records of learning.

• Creating and populating courses, certifications, and audiences.

• Supporting staff, colleagues, and stakeholders with a basic understanding of how to use LMS, demonstrating and signposting accordingly.

• Attendance Management: Produce and manage attendance lists for venue security, registers for training sessions, and evaluation feedback using various media and information systems, e.g., LMS, MS Forms, Excel.

Policy Implementation and Problem-Solving

• Policy Implementation: Implement policies and procedures and contribute to proposals within the L&D team and across the wider People & Development Team.

• Problem-Solving: Demonstrate good problem-solving skills when assisting delegates face-to-face, on the phone, and virtually, including troubleshooting LMS.

Data Management and Reporting

• Data Collection and Reporting: Collate and report L&D data to internal and external stakeholders, including internal and external performance groups, e.g., Organisational Statutory and Mandatory Compliance, Health & Safety, and HEE.

• Monthly Reporting: Provide monthly reporting on training activity.

• Evaluation Process: Develop and support a course evaluation reporting process.

• Impact Assessment: Assess instructional effectiveness and determine the impact of training on employee skills and KPIs.

Intranet and General Administration

• Intranet Maintenance: Administer, maintain, and update L&D Intranet pages.

• Procurement: Order stationery, PPE, brochures, and leaflets as required by the team.

• Financial Administration: Raise Purchase Orders and process invoices, tracking them on the finance spreadsheet.

• General Administration: Perform general administrative duties, including data inputting, filing, photocopying, and scanning.

• Data Storage: Ensure L&D data is stored, input, and shared according to policy and guidance.

• Communication: Contact staff with urgent requests and overdue training compliance, sharing information via telephone, email, or hard copy.

Team Support and Knowledge Transfer

• Team Support: Assist the wider People & Development team with activities like new starters' administration and welcome day coordination.

• Knowledge Transfer: Share knowledge with team members regarding processes and policies.

• Adaptability: Adapt to a mix of predictable work patterns and occasional urgent tasks.

• Schedule Audits: Perform schedule audits for various work streams.

• Emotional Resilience: Manage limited exposure to emotional circumstances while supporting delegates and candidates.

• VDU Use: Regular use of VDU equipment with occasional movement of equipment or resources in and out of storage.

Learning and Development Support

• Policy and Process Understanding: Direct people to the policies and processes supporting learning within the organisation.

• Learning Needs Assessment: Support the assessment of learning needs and the development of content and delivery solutions.

• Programme Planning and Material Development: Assist in planning programmes, sessions, modules, and developing learning materials and resources.

• Event Preparation: Plan, organise, and prepare for training events or interventions.

• Meeting Arrangements and Support: Arrange and support meetings, including setting up Microsoft Teams or booking venues, circulating agendas, and note-taking.

Course and Programme Coordination

• Participant Enrollment and Scheduling: Support enrolling participants and scheduling training courses, including core skills, bespoke training, apprenticeships, and internal programmes.

• Room and Material Preparation: Ensure rooms and materials are prepared for training sessions.

• New Starter Tracking: Track new starters for enrolment onto key programmes.

• Course Promotion and Booking Assistance: Promote courses and assist with booking training rooms and other arrangements.

• Course Coordination: Assist in coordinating training programmes, creating online events, managing trainer schedules, and arranging venues, equipment, and catering.

• Educational Aids and Curriculum Maintenance: Design and order educational aids, and maintain updated training records through the LMS.

• Delegate Support: Build effective relationships with learners and colleagues, acting as a first point of contact for queries and support (in person and virtually).

• Attendance Monitoring: Monitor course bookings, ensure learners meet requirements, and handle cancellations and non-attendance.

• Engagement and Marketing Support: Update training information, monitor uptake, market available training, and support the Communications Team with newsletters and social media.

• Trainer Liaison and Course Day Support: Liaise with training providers, prepare course materials, and support trainers during events.

• Research and Feedback: Research online/blended solutions and apprenticeship providers, and present feedback from evaluation forms.

• Levy Administration: Assist in managing the apprenticeship levy and measuring apprenticeship delivery.

• Support Additional Duties: Undertake other tasks and responsibilities as requested by the line manager to facilitate the smooth running of the L&D team.

Person Specification

Qualifications

Essential

• NVQ Level 3 or equivalent

Specific Skills

Essential

• Excellent communication skills both written and verbal
• Strong organisational skills with the ability to manage multiple tasks and priorities

Experience

Essential

• Experience in a customer focused environment
• Experience in dealing with confidential information
• Administrative experience including data entry, document management and scheduling

Desirable

• Experience in coordinating training programmes including scheduling, room preparation and material management
• Experience in organising and supporting training events and sessions including liasing with trainers and managing event logistics
• Experience supporting processes for assessing learning needs and developing training solutions.

Personal Qualities

Essential

• Ability to work independently with minimal supervision as well as collaboratively within a team
• Strong problem solving skills with ability to troubleshoot technical issues and adapt to changing demands
• High level customer service skills for staff, delegates, and external partners

Information Technology

Essential

• Understanding of complex IT systems and processes
• Proficiency in MS Office applications (Word, Excel, PowerPoint)

Desirable

• Experience with learning management systems (LMS) including administration and reporting
• Familiarity with design tools such as Canva and MS Sway

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Bromley Healthcare CIC

Address

Orpington College, 9th Floor

48 The Walnuts

Orpington

BR6 0TE

Employer's website

http://www.bromleyhealthcare.org.uk/ (Opens in a new tab)