Job summary
The post holder will be responsible for providing administrative support to the Trust Learning and Development Department, under the direction of the Learning and Development Business Manager, ensuring the effective administration of a portfolio of education and training programmes including associated reporting information, in accordance with the quality assurance framework.
To provide excellent customer service to users of Bishopsgate Training Centre and other Trust venues as required. In addition to supporting the Learning Management System (LEAP); 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 act as the first point of call for the Learning and Development Senior Management Team, prioritising calendar commitments, agreeing next steps for communication received and building the internal and external relationships with stakeholders.
As a member of the Learning and Development Team, the post holder will be responsible for the management, co-ordination and administration of specific education and training programs, working closely with the Learning and Development Business Manager. You will manage Zendesk and shared inboxes, respond to queries, as well updating and adding MAST (Mandatory and Statutory Training) courses to LEAP ensuring correct data collection. You will also undertake minutes for a variety of different meetings.
Main duties of the job
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Provide administrative support to the Trust Induction and MAST 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.
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Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately.
-
Raise purchase orders, chase invoices from suppliers and process through the e-procurement database, problem solve as required, monitoring expenditure escalating over or under spends where appropriate.
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To participate in departmental meetings to support service planning and new developments, and to work as part of a team
-
To write good quality minutes, and record and administer action points as required
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To organise, maintain and update the SMT diaries and contacts list as required.
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Be first point of call for the Training Admin Team, responding to queries face to face, via emails and telephone. Assess support queries for priority and complexity and resolve or forward them appropriately.
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Operating online helpdesk platforms (e.g., Zendesk, generic email 'inbox') to respond to routine enquiries in a pleasant and helpful manner.
About us
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 administrative support to the Trust Induction and MAST 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.
-
Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately.
-
Raise purchase orders, chase invoices from suppliers and process through the e-procurement database, problem solve as required, monitoring expenditure escalating over or under spends where appropriate.
-
To participate in departmental meetings to support service planning and new developments, and to work as part of a team
-
To write good quality minutes, and record and administer action points as required
-
To organise, maintain and update the SMT diaries and contacts list as required.
-
Be first point of call for the Training Admin Team, responding to queries face to face, via emails and telephone. Assess support queries for priority and complexity and resolve or forward them appropriately.
-
Operating online helpdesk platforms (e.g., Zendesk, generic email inbox) to respond to routine enquiries in a pleasant and helpful manner.
-
To be responsible for ordering and monitoring all Learning and Development Department supplies, to ensure appropriate use of resources and equipment to support the efficient running of the department.
-
In conjunction with the L&D Business Manager, monitor the cleanliness, repairs, health & safety, and fire regulations of Bishopsgate Training Centre.
-
Liaise with designated trainers to ensure that sufficient training events are on offer and that regular subject matter and quality assurance reviews are undertaken.
-
Contribute to quality assurance activities including collecting user statistics, capturing user feedback, and assisting with the development of local policies and procedures.
-
To actively monitor course uptake / activity of L&D courses and work with Programme Leads / trainers to take required action (e.g., course consolidation / re advertising etc.)
-
To ensure information on training and development opportunities, including training and publicity materials are produced by using a range of approaches and methods (including updating L&D intranet pages) and promoting across the organisation.
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To provide cover for reception/administration and Workforce Development Team as required. To undertake the activities associated with these roles including setting up of rooms/moving furniture within health and safety parameters.
-
Service L&D meetings and committees as required.
-
Updating LEAP to accurately record delegate attendance to Education and Training Courses.
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To update new starter profiles of MAST training records previously completed at another Trust.
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To represent L&D Business Manager in their absence, including attending meetings.
-
Maintain his/her own personal development.
Other responsibilities
-
To undertake any other duties appropriate to the pay band, as required by the Senior Management Team
The post holder will work to a flexible roster to cover the opening and closing times of Bishopsgate Training Centre.
Job description
Job responsibilities
-
Provide administrative support to the Trust Induction and MAST 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.
-
Respond to telephone enquiries and emails, some of which may be complex, using personal judgment to action and problem solve appropriately.
-
Raise purchase orders, chase invoices from suppliers and process through the e-procurement database, problem solve as required, monitoring expenditure escalating over or under spends where appropriate.
-
To participate in departmental meetings to support service planning and new developments, and to work as part of a team
-
To write good quality minutes, and record and administer action points as required
-
To organise, maintain and update the SMT diaries and contacts list as required.
-
Be first point of call for the Training Admin Team, responding to queries face to face, via emails and telephone. Assess support queries for priority and complexity and resolve or forward them appropriately.
-
Operating online helpdesk platforms (e.g., Zendesk, generic email inbox) to respond to routine enquiries in a pleasant and helpful manner.
-
To be responsible for ordering and monitoring all Learning and Development Department supplies, to ensure appropriate use of resources and equipment to support the efficient running of the department.
-
In conjunction with the L&D Business Manager, monitor the cleanliness, repairs, health & safety, and fire regulations of Bishopsgate Training Centre.
-
Liaise with designated trainers to ensure that sufficient training events are on offer and that regular subject matter and quality assurance reviews are undertaken.
-
Contribute to quality assurance activities including collecting user statistics, capturing user feedback, and assisting with the development of local policies and procedures.
-
To actively monitor course uptake / activity of L&D courses and work with Programme Leads / trainers to take required action (e.g., course consolidation / re advertising etc.)
-
To ensure information on training and development opportunities, including training and publicity materials are produced by using a range of approaches and methods (including updating L&D intranet pages) and promoting across the organisation.
-
To provide cover for reception/administration and Workforce Development Team as required. To undertake the activities associated with these roles including setting up of rooms/moving furniture within health and safety parameters.
-
Service L&D meetings and committees as required.
-
Updating LEAP to accurately record delegate attendance to Education and Training Courses.
-
To update new starter profiles of MAST training records previously completed at another Trust.
-
To represent L&D Business Manager in their absence, including attending meetings.
-
Maintain his/her own personal development.
Other responsibilities
-
To undertake any other duties appropriate to the pay band, as required by the Senior Management Team
The post holder will work to a flexible roster to cover the opening and closing times of Bishopsgate Training Centre.
Person Specification
Qualifications
Essential
- NVQ/Apprenticeship in Business Administration level 3 or equivalent experience
- GCSE English and Maths or equivalent experience in administration
Desirable
- Evidence of continuing professional development
- Project Management qualification
Experience
Essential
- Experience of working in a busy administration capacity, providing helpful and efficient customer service dealing with people face to face, email and by telephone
- Experience of managing diaries and organising meetings and events
- Experience of working as part of a team.
- Experience of working within a multi-disciplinary team
- Experience of working under pressure and delivering to tight deadlines
- Experience of planning and coordinating events
Desirable
- Experience of working in the NHS or similar setting
- 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
- Intermediate skills in Excel, PowerPoint, word & Office 365.
- Ability to provide PA support for meetings e.g., organising, booking rooms, minute taking
- Ability to work both independently and as part of a team
- Good interpersonal skills
- Able to communicate verbally and in writing with a range of audiences in an easily understood manner.
- Exceptional organisational skills and ability to prioritise
- Ability to meet deadlines and to work under pressure
- Ability to manage diverse workload whilst dealing with frequent interruptions
- Ability to organise and evaluate data, assessing its importance by creating and maintaining databases and spreadsheets and identifying areas for action
- Excellent attention to detail and quality control, with the ability to draft accurate letters, memos, emails, and reports.
- Good working knowledge of Health & Safety and Information Governance requirements
- Knowledge of our business and how it impacts on patient care
- Ability to liaise with professional staff at all levels
- Working knowledge of confidentiality issues
- Ability to show sensitivity, diplomacy and understanding
- Ability to travel across sites
Desirable
- Advanced Microsoft Excel skills
- Procurement training
- An understanding of mental health care provision, together with an awareness and appreciation of current NHS policy and priorities in relation to mental health services.
- Lived experience of mental health problems or caring for someone with mental health problems
Person Specification
Qualifications
Essential
- NVQ/Apprenticeship in Business Administration level 3 or equivalent experience
- GCSE English and Maths or equivalent experience in administration
Desirable
- Evidence of continuing professional development
- Project Management qualification
Experience
Essential
- Experience of working in a busy administration capacity, providing helpful and efficient customer service dealing with people face to face, email and by telephone
- Experience of managing diaries and organising meetings and events
- Experience of working as part of a team.
- Experience of working within a multi-disciplinary team
- Experience of working under pressure and delivering to tight deadlines
- Experience of planning and coordinating events
Desirable
- Experience of working in the NHS or similar setting
- 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
- Intermediate skills in Excel, PowerPoint, word & Office 365.
- Ability to provide PA support for meetings e.g., organising, booking rooms, minute taking
- Ability to work both independently and as part of a team
- Good interpersonal skills
- Able to communicate verbally and in writing with a range of audiences in an easily understood manner.
- Exceptional organisational skills and ability to prioritise
- Ability to meet deadlines and to work under pressure
- Ability to manage diverse workload whilst dealing with frequent interruptions
- Ability to organise and evaluate data, assessing its importance by creating and maintaining databases and spreadsheets and identifying areas for action
- Excellent attention to detail and quality control, with the ability to draft accurate letters, memos, emails, and reports.
- Good working knowledge of Health & Safety and Information Governance requirements
- Knowledge of our business and how it impacts on patient care
- Ability to liaise with professional staff at all levels
- Working knowledge of confidentiality issues
- Ability to show sensitivity, diplomacy and understanding
- Ability to travel across sites
Desirable
- Advanced Microsoft Excel skills
- Procurement training
- An understanding of mental health care provision, together with an awareness and appreciation of current NHS policy and priorities in relation to mental health services.
- Lived experience of mental health problems or caring for someone with mental health problems
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).
