Job summary
The post holder will be responsible for providing day to day reception and administrative support to the Trust Learning and Development Department. The post holder will support the Learning and Development Senior Administrators in delivering an effective and efficient administration service, to assist in the provision of a portfolio of education and training programmes including supporting with associated reporting information, in accordance with the quality assurance framework. This will include general clerical and administrative duties that facilitate the administrative elements of MAST training programmes. The post holder will be required to use their initiative to support a range of processes and ensure the effective provision of a quality service.
Main duties of the job
Bishopsgate Learning Centre hosts a variety of training each week, with 8 training rooms and up to 40 training events per week. The post-holder will provide a welcoming environment for trainers and delegates, setting up rooms and equipment for each event and ensuring that registers and other training materials are available. The post holder will also participate in shared activities across the Learning and Development Department to ensure the smooth running of learning and development systems including posting new course information on the system, providing first-line support for users and administering regular liaison between L&D and a range of stakeholders.The postholder will support the Learning, Education, Appraisal Platform (LEAP), Zendesk (customer service helpdesk platform) and shared inboxes; providing support and resolution to user queries, tracking them through their lifecycle and ensuring that users are kept fully informed of progress.
The post holder will work to a flexible roster to cover the opening and closing times of Bishopsgate Training Centre.
The post holder will need to be able to promote a professional image for the Learning & Development department both internally and externally.
About us
ML - Trust Learning & Development team produces and delivers a range of mandatory and continuing professional development programmes for South London and Maudsley NHS Trust. Our team forms part of Maudsley Learning, who design and deliver training programmes and education services to meet the continuing professional development needs of individuals in the healthcare workforce, and others including colleagues in social services, policing, schools and in the private sector. Together we form a dynamic and innovative multi-disciplinary team that strives to improve healthcare and people's mental health through the delivery of high-quality education, that enables our people (or staff) to provide excellent patient care and achieve their full potential.
Job description
Job responsibilities
- Provide exceptional customer service as the first point of contact for Bishopsgate Learning Centre.
- Provide administrative support to the Trust Induction and MAST (Mandatory and Statutory Training) programmes, this includes booking venues, circulating joining instruction, completing attendance registration, non-routine activity and ensuring all documentations have been distributed to aid the various programme delivery.
- To undertake supporting activities for training such as identifying dates, booking venues and liaising with trainers regarding training activity, e.g. advising regarding numbers due to attend whether meets maximum or minimum capacity.
- The postholder will support the Learning, Education, Appraisal Platform (LEAP), Zendesk (customer service helpdesk platform) and shared inboxes; providing support and resolution to user queries, tracking them through their lifecycle and ensuring that users are kept fully informed of progress.
- Assist with the maintenance of the Trusts learning management systems, posting events and learning activities and providing first-line support to users.
- To process evaluation forms and produce regular reports for MAST and Induction programmes using agreed software.
- Ensure training rooms are maintained to a professional standard by supporting the setting up with appropriate equipment and returning to the required standard for the next booked session. Ensuring that rooms are set up and closed each day.
- Keeping signage up-to-date and working with colleagues in L&D, Facilities, ICT and external audio equipment suppliers to ensure equipment is fit-for-purpose.
- Monitor the cleanliness, reporting of faulty equipment to internal and external providers, health & safety, and fire regulations of Bishopsgate Learning Centre.
- To deal with incoming post and ensuring that outgoing post is prepared accurately and timely for distribution each day.
- Support quality assurance activities including collecting user statistics, capturing user feedback and assisting with the development of local policies and procedures.
- Support the development of training through team discussions and planning meetings.
- Support the promotion and marketing of training, including assisting with the maintenance and development of relevant Intranet and website pages. In addition to proof reading of promotional material.
- Assist with maintaining service levels at other training sites and supporting training events held by the department. This includes providing support with Induction programmes via attending venues off sites as and when required.
- To support with the production of training materials, including handouts, registers and with the trainer/facilitator ensuring presentations and materials are up to date.
- Ensure that loaned training equipment (including laptops and mannequins) is available as needed and is in good working order and returned.
- Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately. Aiming for a turnaround time of 48 hours (during working week).
- Support the L&D Team with the ordering of stationary, materials and equipment via the procurement system.
- Attend Trust Learning & Development meetings as required to take minutes and record actions.
- To undertake supporting activities for training such as identifying dates, booking venues and liaising with trainers regarding training activity, e.g. advising regarding numbers due to attend whether meets maximum or minimum capacity.
- To support the team in the provision of a training service across the Trust, updating the learning management system for other training/courses/development programmes as directed by your Line Manager.
- To actively engage in on-going personal learning and development.
- To role model the Trusts Values and Behaviours and lead from a position of embodying the change required in the system.
Other Responsibilities
- To undertake any other duties appropriate to the pay band, as required by the Senior Management Team
Job description
Job responsibilities
- Provide exceptional customer service as the first point of contact for Bishopsgate Learning Centre.
- Provide administrative support to the Trust Induction and MAST (Mandatory and Statutory Training) programmes, this includes booking venues, circulating joining instruction, completing attendance registration, non-routine activity and ensuring all documentations have been distributed to aid the various programme delivery.
- To undertake supporting activities for training such as identifying dates, booking venues and liaising with trainers regarding training activity, e.g. advising regarding numbers due to attend whether meets maximum or minimum capacity.
- The postholder will support the Learning, Education, Appraisal Platform (LEAP), Zendesk (customer service helpdesk platform) and shared inboxes; providing support and resolution to user queries, tracking them through their lifecycle and ensuring that users are kept fully informed of progress.
- Assist with the maintenance of the Trusts learning management systems, posting events and learning activities and providing first-line support to users.
- To process evaluation forms and produce regular reports for MAST and Induction programmes using agreed software.
- Ensure training rooms are maintained to a professional standard by supporting the setting up with appropriate equipment and returning to the required standard for the next booked session. Ensuring that rooms are set up and closed each day.
- Keeping signage up-to-date and working with colleagues in L&D, Facilities, ICT and external audio equipment suppliers to ensure equipment is fit-for-purpose.
- Monitor the cleanliness, reporting of faulty equipment to internal and external providers, health & safety, and fire regulations of Bishopsgate Learning Centre.
- To deal with incoming post and ensuring that outgoing post is prepared accurately and timely for distribution each day.
- Support quality assurance activities including collecting user statistics, capturing user feedback and assisting with the development of local policies and procedures.
- Support the development of training through team discussions and planning meetings.
- Support the promotion and marketing of training, including assisting with the maintenance and development of relevant Intranet and website pages. In addition to proof reading of promotional material.
- Assist with maintaining service levels at other training sites and supporting training events held by the department. This includes providing support with Induction programmes via attending venues off sites as and when required.
- To support with the production of training materials, including handouts, registers and with the trainer/facilitator ensuring presentations and materials are up to date.
- Ensure that loaned training equipment (including laptops and mannequins) is available as needed and is in good working order and returned.
- Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately. Aiming for a turnaround time of 48 hours (during working week).
- Support the L&D Team with the ordering of stationary, materials and equipment via the procurement system.
- Attend Trust Learning & Development meetings as required to take minutes and record actions.
- To undertake supporting activities for training such as identifying dates, booking venues and liaising with trainers regarding training activity, e.g. advising regarding numbers due to attend whether meets maximum or minimum capacity.
- To support the team in the provision of a training service across the Trust, updating the learning management system for other training/courses/development programmes as directed by your Line Manager.
- To actively engage in on-going personal learning and development.
- To role model the Trusts Values and Behaviours and lead from a position of embodying the change required in the system.
Other Responsibilities
- To undertake any other duties appropriate to the pay band, as required by the Senior Management Team
Person Specification
Qualifications
Essential
- GCSE English and Maths or equivalent experience in administration
Desirable
- NVQ/Apprenticeship in Business Administration level 3 or equivalent experience
- Evidence of continued professional development
Experience
Essential
- Experience of working in a busy reception and or administration capacity, providing helpful and efficient customer service dealing with people face to face, email and by telephone.
- The ability to demonstrate professionalism and diplomacy and to represent the Learning & Development Department and the Trust at events.
- Previous experience of working with the public or organising and coordinating events or meetings
- The ability to contribute to team working and to develop good working relationships.
- Previous experience of working within a multi-disciplinary team
- Honesty, flexibility, reliability and adaptability
Desirable
- Experience of working in an education or learning setting.
- Experience of using Learning Management Systems
- Experience of Zendesk or similar helpdesk ticketing / customer service platforms
Knowledge / Skills
Essential
- Good communication skills both written and verbal combined with an effective and courteous telephone manner.
- Good IT skills, including Excel, PowerPoint, word & Office 365.
- Ability to provide support for meetings e.g., organising, booking rooms, minute taking and recording of actions.
- Ability to work both independently and as part of a team.
- Good organisational skills and ability to prioritise.
- Ability to manage administrative tasks whilst dealing with frequent interruptions from Reception.
Desirable
- Intermediate Microsoft Excel skills
- Procurement training
Person Specification
Qualifications
Essential
- GCSE English and Maths or equivalent experience in administration
Desirable
- NVQ/Apprenticeship in Business Administration level 3 or equivalent experience
- Evidence of continued professional development
Experience
Essential
- Experience of working in a busy reception and or administration capacity, providing helpful and efficient customer service dealing with people face to face, email and by telephone.
- The ability to demonstrate professionalism and diplomacy and to represent the Learning & Development Department and the Trust at events.
- Previous experience of working with the public or organising and coordinating events or meetings
- The ability to contribute to team working and to develop good working relationships.
- Previous experience of working within a multi-disciplinary team
- Honesty, flexibility, reliability and adaptability
Desirable
- Experience of working in an education or learning setting.
- Experience of using Learning Management Systems
- Experience of Zendesk or similar helpdesk ticketing / customer service platforms
Knowledge / Skills
Essential
- Good communication skills both written and verbal combined with an effective and courteous telephone manner.
- Good IT skills, including Excel, PowerPoint, word & Office 365.
- Ability to provide support for meetings e.g., organising, booking rooms, minute taking and recording of actions.
- Ability to work both independently and as part of a team.
- Good organisational skills and ability to prioritise.
- Ability to manage administrative tasks whilst dealing with frequent interruptions from Reception.
Desirable
- Intermediate Microsoft Excel skills
- Procurement training
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
South London and Maudsley NHS Foundation Trust
Address
Bethlem Royal Hospital, Bishopsgate Learning Centre
Monks Orchard Road
Beckenham, Kent
BR3 3BX
Employer's website
https://www.slam.nhs.uk/ (Opens in a new tab)
