Job summary
The post holder will be responsible for supporting the co-ordination, administration and delivery of Maudsley Learning's training programmes, projects and associated functions and responsibilities. This will include technical support as an online moderator for Maudsley Learning's portfolio of live online courses. As a member of the Maudsley Learning Service and Delivery Team (SDT), the post holder will be required to assist programme managers and the Service Delivery Lead with all administrative tasks associated with the initiation, development, delivery, closure and administration of this training programme's associated training programme workstreams.
Additionally, the post holder will provide online moderation support for training course delivery, working closely with Technology Enhanced Learning (TEL) Team. The post holder will also have the opportunity to support the delivery of simulation-based-education (SME) and video production of learning materials, with development provided.
Main duties of the job
The main duties of the post holder will be to work with SDT, TEL, and Faculty Teams and partner stakeholders to:
- Support all programme management activities throughout a programme's life-cycle including the recording of activity completion and risks within the SDT programme management platform.
- Manage and develop administrative processes support to the Programme Managers on projects and assist in project planning.
- Provide digital moderation support for live online training courses and webinars delivered through applications such as Zoom and MS Teams, providing Q&A and technical support for participants joining courses, supporting presenters and chat moderation.
- Prepare standard programme management documentation and reports or data analysis on the programmes which are assigned to you.
- Provide production assistance on video shoots when required.
- Provide excellent customer service at all times and act as the first point of contact for Maudsley Learning via email and telephone, ensuring all participants and trainers are provided with the support they require to attend our training programmes.
- Work proactively and in an organised way using judgement and assessment on projects to ensure programme and administrative management tasks are undertaken in a timely and efficient way.
- Work effectively with booking systems to ensure participants are successfully enrolled onto our programmes, maintain accurate booking records, and regularly engage with trainees on our programmes.
About us
This role involves being part of a dynamic and innovative team that strives to improve healthcare and people's mental health through the delivery of high-quality training programmes. Our multi-professional award-winning team provide a high-performing and fast-paced yet supportive environment in which the post holder will be encouraged to develop professionally as a leader, while contributing actively to the mission, strategy and objectives of Maudsley Learning (ML) and South London and Maudsley NHS Foundation Trust (SLaM).
Job description
Job responsibilities
Key Responsibilities:
- Provide exceptional customer service and be the first point of contact for all Service Delivery Team bookings, queries including queries from individual learners, stakeholders, commissioners, and internal and external providers on the phone, face to face and via email.
- Support and, when necessary, be in attendance for all face-to-face and online programme deliveries, with responsibility for smooth audio-visual delivery on the day.
- Lead on the moderation of online courses and webinars delivered through applications such as Zoom and MS Teams. The post holder will be allocated a Trust laptop and additional monitor to support dual screen display and will be fully supported in the setup and operation of IT equipment.
- Liaise with Course faculty and Subject Matter Experts, regularly communicating as the work develops whilst ensuring the required technical materials are ready in advance of courses.
- Sensitively support/ assist any Experts by Experience (EBEs) who may be involved in delivery of Maudsley Learning courses.
- Monitor and report programme bookings against target bookings to the Programme manager and Clinical Lead in a regular and timely way, ensuring that the appropriate analysis and judgement is applied to eligible trainees
- Using the HubSpot, Aircall, PowerApps and other software platforms for the operational management of email and telephone communications. Including maintenance of project library, database and resources.
- Able to communicate verbally, in writing information about a project and using simple data analysis in a professional manner with a range of audiences.
- Assist the programme manager in the development and preparation of the overall project plan and plan key workstreams for projects.
- Contribute to the judgements and assessments of projects and explorations of possible solutions.
- Be first port of call and lead on management on the Maudsley Learning inbox and respond to emails effectively by dealing directly with the query raised or by referring them to the appropriate SDT / ML subject matter expert.
- Responding to telephone enquiries, complaints in a timely, polite and courteous way and emails, some of which may be complex, and require using personal judgment and tact, to action and problem solve appropriately. Ensure that high priorities are escalated to the management team if unable to resolve in the first instance.
- Maintain an efficient and accurate service for requests and confirmation of bookings of delegates on courses, through our current system of bookings and adapt to any new booking systems developed over the next year.
- Work closely with other Programme Administrators, Programme Managers and all teams within Maudsley Learning to ensure all training bookings targets are met in a timely way and assist in the development and preparation of the overall project plan
- Under the guidance of the Programme Manager and Course Leads, be responsible for the allocation, co-ordination and recording of learners on trainings etc This includes monitoring learners booking and attendance rates, warning of potential withdrawals from programmes, escalate as required to senior management.
- Take responsibility for the preparation and maintenance in a timely manner of any documents and records for courses and individual students, including: registers; course hand-outs; handbooks; course files, etc. and ensure that post course materials are sent to participants
- Take responsibility for, and has knowledge of, a range of other administrative procedures, such as (but not exclusive to): distribution of post; photocopying training materials; maintaining electronic and paper filing recording systems; help produce publicity materials, fliers, advertising materials and other documentation relevant to the training function.
- To participate in business, team and departmental meetings to support service planning and new developments, at the request of the Programme Manager and to work as part of a team
- Contribute to putting into practice co-ordinations and delivery training through team discussions and planning meetings.
- Contribute to quality assurance activities including collecting user statistics, capturing user feedback and producing reports.
- To participate in business, team and departmental meetings to support service planning and new developments, and to work as part of a team
- Manage his/her own workload and report any difficulties to line manager and to undertake any other duties appropriate to the pay band
- Maintain his/her own personal development.
Job description
Job responsibilities
Key Responsibilities:
- Provide exceptional customer service and be the first point of contact for all Service Delivery Team bookings, queries including queries from individual learners, stakeholders, commissioners, and internal and external providers on the phone, face to face and via email.
- Support and, when necessary, be in attendance for all face-to-face and online programme deliveries, with responsibility for smooth audio-visual delivery on the day.
- Lead on the moderation of online courses and webinars delivered through applications such as Zoom and MS Teams. The post holder will be allocated a Trust laptop and additional monitor to support dual screen display and will be fully supported in the setup and operation of IT equipment.
- Liaise with Course faculty and Subject Matter Experts, regularly communicating as the work develops whilst ensuring the required technical materials are ready in advance of courses.
- Sensitively support/ assist any Experts by Experience (EBEs) who may be involved in delivery of Maudsley Learning courses.
- Monitor and report programme bookings against target bookings to the Programme manager and Clinical Lead in a regular and timely way, ensuring that the appropriate analysis and judgement is applied to eligible trainees
- Using the HubSpot, Aircall, PowerApps and other software platforms for the operational management of email and telephone communications. Including maintenance of project library, database and resources.
- Able to communicate verbally, in writing information about a project and using simple data analysis in a professional manner with a range of audiences.
- Assist the programme manager in the development and preparation of the overall project plan and plan key workstreams for projects.
- Contribute to the judgements and assessments of projects and explorations of possible solutions.
- Be first port of call and lead on management on the Maudsley Learning inbox and respond to emails effectively by dealing directly with the query raised or by referring them to the appropriate SDT / ML subject matter expert.
- Responding to telephone enquiries, complaints in a timely, polite and courteous way and emails, some of which may be complex, and require using personal judgment and tact, to action and problem solve appropriately. Ensure that high priorities are escalated to the management team if unable to resolve in the first instance.
- Maintain an efficient and accurate service for requests and confirmation of bookings of delegates on courses, through our current system of bookings and adapt to any new booking systems developed over the next year.
- Work closely with other Programme Administrators, Programme Managers and all teams within Maudsley Learning to ensure all training bookings targets are met in a timely way and assist in the development and preparation of the overall project plan
- Under the guidance of the Programme Manager and Course Leads, be responsible for the allocation, co-ordination and recording of learners on trainings etc This includes monitoring learners booking and attendance rates, warning of potential withdrawals from programmes, escalate as required to senior management.
- Take responsibility for the preparation and maintenance in a timely manner of any documents and records for courses and individual students, including: registers; course hand-outs; handbooks; course files, etc. and ensure that post course materials are sent to participants
- Take responsibility for, and has knowledge of, a range of other administrative procedures, such as (but not exclusive to): distribution of post; photocopying training materials; maintaining electronic and paper filing recording systems; help produce publicity materials, fliers, advertising materials and other documentation relevant to the training function.
- To participate in business, team and departmental meetings to support service planning and new developments, at the request of the Programme Manager and to work as part of a team
- Contribute to putting into practice co-ordinations and delivery training through team discussions and planning meetings.
- Contribute to quality assurance activities including collecting user statistics, capturing user feedback and producing reports.
- To participate in business, team and departmental meetings to support service planning and new developments, and to work as part of a team
- Manage his/her own workload and report any difficulties to line manager and to undertake any other duties appropriate to the pay band
- Maintain his/her own personal development.
Person Specification
Qualifications
Essential
- Foundation Degree/level 4 qualification in business administration or equivalent level of experience
Desirable
- Degree in business administration or equivalent level of experience, together with a high level of numeracy and written and spoken English.
Knowledge/Skills
Essential
- Able to communicate verbally and in writing with a range of audiences in a confident and easily understood manner
- Ability to work using your own initiative and work unsupervised.
- Knowledge on Introduction of Project Management principles or equivalent experience in practice
- Strong presentation and communication and listening skills.
- Able to use computer-based information systems and databases efficiently and effectively.
- Excellent attention to detail and quality control, with strong organisational skills and the ability to draft accurate letters, memos, emails and reports.
Desirable
- 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.
- Knowledge of simulation-based education.
Experience
Essential
- Experience of training programme administrator or similar role
- Experience of working in a busy administration capacity
- Experience of customer service/dealing with people face to face, email and by telephone.
- Working as part of a team and with a variety of professions and stakeholders
Desirable
- Experience of working in a simulation-based education (SBE) team.
- Experience of project management administration.
- Practical experience of supporting in-person courses
Person Specification
Qualifications
Essential
- Foundation Degree/level 4 qualification in business administration or equivalent level of experience
Desirable
- Degree in business administration or equivalent level of experience, together with a high level of numeracy and written and spoken English.
Knowledge/Skills
Essential
- Able to communicate verbally and in writing with a range of audiences in a confident and easily understood manner
- Ability to work using your own initiative and work unsupervised.
- Knowledge on Introduction of Project Management principles or equivalent experience in practice
- Strong presentation and communication and listening skills.
- Able to use computer-based information systems and databases efficiently and effectively.
- Excellent attention to detail and quality control, with strong organisational skills and the ability to draft accurate letters, memos, emails and reports.
Desirable
- 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.
- Knowledge of simulation-based education.
Experience
Essential
- Experience of training programme administrator or similar role
- Experience of working in a busy administration capacity
- Experience of customer service/dealing with people face to face, email and by telephone.
- Working as part of a team and with a variety of professions and stakeholders
Desirable
- Experience of working in a simulation-based education (SBE) team.
- Experience of project management administration.
- Practical experience of supporting in-person courses
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
Blue Star House, Brixton
Blue Star House, Brixton & other SLaM Sites
SW9 9SP
Employer's website
https://www.slam.nhs.uk/ (Opens in a new tab)
