General Course Coordinator

**General Course Coordinator**
**Department**: Customer and Business Standards | **Reports to**: Business Support Manager
**Salary range**: c£30,500 | **Hours**: 37.5 hours per week | **Location**: Hybrid

**Background**

Resuscitation Council UK (RCUK) is saving lives by developing guidelines, influencing policy, delivering courses and supporting cutting-edge research. Through education, training and research, we’re working towards the day when everyone in the country has the skills they need to save a life.

**Overview of the post**
The post of General Coordinator provides RCUK with the opportunity to deliver high
- quality customer service alongside supporting our Coordinators who administer courses and deal with enquiries. It is a full-time post and includes communication, administrative and course support duties.

The General Coordinator will have all-round skills and be professional, dependable, adaptable, conscientious, well-organised and a proactive self-starter who is willing to work across the organisation and communicate effectively at all levels.

The role is situated within the Customer Service and Business Standards team but will work closely with all directorates within the organisation; enabling effective communication with all teams is key to its success.

**Responsibilities include**

**Communication**
- Monitor and allocate enquiries via the RCUK support system, answer enquiries or allocate/escalate to appropriate individuals within the organisation
- Identify and assess customers’ needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Ability to meet and uphold SLAs
- Ensure KPI’s are met to adhere to RCUK’s standards
- Be able to multi-task whilst dealing with telephone calls, navigation through systems, responding to tickets
- Liaise with wider organisation to manage task at-hand

**Courses**
- Understand and provide assistance on all courses which include: Advanced Life Support (ALS), Newborn Life Support (NLS), Immediate Life Support (ILS), Paediatric Immediate Life Support (PILS), Focused Echocardiography in Emergency Life Support (FEEL),Generic Instructor Course (GIC), European Paediatric Advanced Life Support (EPALS),Advance Resus of Newborn Infant (ARNI)
- Liaise with Course Centres, managing and approving courses in line with current course regulations
- Organise course materials and keep accurate records by: liaising with suppliers to maintain adequate stock levels of course materials organising the dispatching of course materials to Course Centres liaising with Course Centres and the supplier to resolve issues - e.g. lost orders liaising with Finance regarding invoicing, payment of accounts and stock
- Alongside the BSM, acknowledge course complaints and request further information and documentation as required, prior to escalation where necessary
- Provide absence cover within the coordinator team
- Work with the Clinical Leads (CLs) to assist with keeping the course regulations and course materials under review and ensuring any changes or new guidelines are communicated to our community of practice

**Administration**
- Undertake administrative duties on the RCUK LMS (e.g. password resets)
- Monitor stock levels working with the current stock management system (ARK)
- Maintain the RCUK archive
- Take accurate minutes of meetings
- Meet operational targets set by the management team

**Skills and Qualifications**
- Excellent customer service and care skills
- Exceptional communication skills (written and verbal)
- Ability to maintain a strict level of confidence
- Flexible working
- Proficiency in Microsoft Office 365
- Attention to detail
- Strong problem-solving skills
- Excellent organisational skills
- Highly motivated and able to prioritise
- Ability to work alone or as part of a team
- Have a strong team ethos and flexible approach to workload
- Enthusiastic and reliable
- Knowledge of Customer Relationship Management systems and Learning Management Systems
- Track record of over-achieving quota
- Strong active listening
- Adaptable
- Typing Skills

**How to apply**

Interviews are currently scheduled to take place w/c 5 July.

**Job Types**: Full-time, Permanent

Pay: £28,000.00-£30,500.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Application question(s):

- Have you worked as a coordinator previously?
- Are you efficient with minute taking?

**Experience**:

- Customer service: 3 years (required)
- CRM/Database: 3 years (required)

Work Location: Hybrid remote in London, W1W 8TF