Learning Support Officer

Job Introduction

Are you someone who enjoys helping people, solving problems and making sure things run smoothly?

We're looking for a Learning Support Officer to join The Learning Enterprise (TLE) at HCRG Care Group.

This is a great opportunity for someone with strong customer service skills who is organised, confident using IT systems and enjoys working as part of a busy team.

You'll be one of the first points of contact for colleagues and learners who need support with training and learning enquiries. Whether you're responding to a request, helping someone resolve an issue or keeping our learning systems up to date, you'll play an important part in making sure people receive the support they need.

While administration is an important part of the role, we're particularly interested in someone who genuinely enjoys helping others, takes ownership of problems and approaches challenges with a positive, practical attitude.

The role is remote, although you'll need to be comfortable travelling occasionally for team meetings and other business requirements across the UK.

Main Responsibilities

As our Learning Support Officer, you'll support the day-to-day running of The Learning Enterprise Operations Hub.

Your responsibilities will include:

• Acting as a first point of contact for colleagues and learners, responding to training and learning enquiries via telephone, email and ServiceNow.
• Managing incoming requests, prioritising enquiries and ensuring they are resolved within agreed timescales.
• Taking ownership of customer queries, investigating issues and escalating more complex requests when necessary.
• Supporting the management of shared inboxes, calendars and telephone enquiries.
• Carrying out administration within our Learning Management System (LMS), including creating learner accounts, updating training records, managing courses and assigning learning activities.
• Supporting the coordination and administration of training sessions, including creating Microsoft Teams links and maintaining attendance records.
• Producing reports, updating spreadsheets and helping to maintain accurate learning and workforce data.
• Supporting data validation, auditing and general system housekeeping to ensure information remains accurate and up to date.
• Working closely with colleagues across The Learning Enterprise to identify improvements to processes and the support we provide.
• Providing general administrative support to the wider team, helping to ensure the smooth running of the Operations Hub.
  
  

You'll also contribute to the team's rota arrangements, helping to maintain service coverage between 8am and 5pm during the working week.

The Ideal Candidate

We're looking for someone who is approachable, organised and takes pride in delivering excellent customer service.

You'll be comfortable dealing with a variety of enquiries, including situations where someone may be frustrated or unsure of what they need. You'll know how important it is to listen, ask the right questions and work towards a solution.

To be successful in this role, you'll need:

• Experience of providing excellent customer service within a busy administrative or support environment.
• Experience of managing multiple enquiries through telephone, email and service management systems.
• Strong verbal and written communication skills, with the confidence to communicate with colleagues at different levels.
• Good problem-solving skills and a willingness to take ownership of enquiries.
• Advanced IT skills, including experience using Microsoft Office, Excel and Teams.
• Experience of producing reports, working with data and maintaining accurate records.
• Excellent organisational skills, attention to detail and the ability to manage competing priorities.
• Experience of working with IT systems and the confidence to learn new software and processes.
• A minimum of four GCSEs or equivalent.
• A Level 3 Business Administration qualification, apprenticeship or diploma (or willingness to work towards one), or an equivalent level of relevant qualification or experience.
  
  

It would also be helpful if you have:

• Experience working with a Learning Management System (LMS), HR system or similar platform.
• Experience working within healthcare, education, learning and development or training administration.
• A project management qualification.
  
  

Previous experience in a learning and development team would be beneficial, but we're equally interested in candidates from other customer service and administrative backgrounds who can demonstrate the right skills and approach.

Package Description

At HCRG Care Group, we value the contribution our colleagues make and offer a range of benefits to support their wellbeing, development and work-life balance.

Alongside a salary of £26,000–£28,000 per annum, depending on experience, you'll have access to our colleague benefits package, which includes support for your health and wellbeing, learning and development opportunities, and applicable pension and leave arrangements.

Full details of the benefits available to this position will be provided during the recruitment process.

About The Company

HCRG Care Group delivers health and care services in communities across the UK, working alongside NHS organisations, local authorities and other partners.

Our colleagues work across a wide range of services, and we recognise how important learning and development is in helping them deliver high-quality care.

The Learning Enterprise supports colleagues across the organisation with their training and development needs. By joining our Operations Hub, you'll help ensure that learning is accessible, well organised and supported by a responsive, helpful team.

We welcome applications from people with different backgrounds and experiences and are committed to providing an inclusive recruitment process.

Additional Information

Please note: We are advertising this vacancy across several locations to reach candidates throughout the UK. This is one 12-month fixed-term position, so if you see the advert listed in more than one location, you only need to apply once.

Although this is a remote role, occasional national travel will be required for team meetings and other business needs.

Attached documents