Vacancy: Business Support and Development Manager

We have a dedicated team of experienced Course Coordinators who are responsible for all aspects of the day-to-day administration which supports RCUK’s Courses. 

The Course Coordinator team provide course quality control measures and are involved in the continuing development of the course administration processes, which includes participation in the subcommittee responsible for that course. 

The Business Support and Development Manager will provide overarching support and guidance to the Coordinator team and support the Clinical Leads to ensure the continued delivery of high-quality training and education to health and care professionals through our Course Centres. The role will take a lead on embedding quality management within the administrative management of our courses, working to innovate and improve the provision of RCUK products with a focus on quality.

The Business Support and Development Manager will have all-around leadership and management skills, be professional, dependable, adaptable, conscientious, well organised and a proactive self-starter who is willing to work with the whole team and communicate effectively at all levels. 

Download the application pack to learn more about the role. 

Responsibilities include:  

To ensure RCUK continues as a market leader in resuscitation courses by providing excellent customer services to our Course Centres and stakeholders.  

To oversee and manage the RCUK’s administration processes, ensuring we are responsive, agile and working efficiently with a strong focus on quality and customer service by:  

Courses management 

• Facilitating and enabling customer-focused expert guidance with the Course Coordinator team aiding Course Centres, Course/Medical Directors, Candidates and Instructors to ensure the smooth delivery of courses. 
• Monitoring and liaising with the Course Coordinators regarding appropriate stock levels and planning overall supply and distribution of course materials with RCUK’s print management company. Liaising with Course Centres and RCUK’s print management company to investigate and resolve complaints relating to lost/missing stock and issues with deliveries. 
• Working collaboratively with the e-Learning Product and Development Manager and Course Coordinators to ensure the course management systems (e.g. LMS, GoMo) are evolving to meet the changing needs of the organisation and Course Centres.  
• Evaluating planned developments and working collaboratively with the Business Operations team and Course Coordinators to plan the programme of testing and implementation of change. 
• Liaising and working collaboratively with partner organisations to maintain consistent approaches to shared ventures (i.e. Advanced Life Support Group and Generic Instructor Course).  
• Overseeing the facilitation and organisation of subcommittee meetings, working alongside the Executive Assistant and Course Coordinators as appropriate. 
• Working with the Course Coordinators and Clinical Leads to analyse course statistics and provide reports to the Senior Management Team as requested.  
• Managing and providing support/cover for Course Coordinator absence. 
• Participating in team meetings to assist with formulating team objectives and potential future developments. 
• Leading on the mapping and review of processes within the Courses Coordinator team to identify areas of potential improvement that support and develop administrative processes. 
• Supporting RCUK in our commitment to equality, diversity and inclusion in our approach to courses. 

Communications  

• Guaranteeing expert communication and customer service by acting as a role model within the team, e.g. via email, phone and RCUK support system and being readily available for customer enquiries.  
• Working with Business Operations and Engagement and Influencing teams to develop and implement ongoing improvements to communications sent to Course Centre, Instructors, Candidates to ensure messages are accurate, adhere to RCUK’s style and brand guidance, are appropriately focused to the audience and consistent in message. 
• Building and maintaining relationships with service users and stakeholders (e.g. Course Centre Administrators) to enable service improvements. 
• Supporting RCUK Reception with the escalation of enquiries. 

Operational activity 

• Manage complaints relating to courses according to RCUK’s complaints procedure; escalating to the Clinical Leads on matters of clinical practice, Subcommittee Chairs and Lead for Education whilst liaising with the Coordinators to collate information and ensure a satisfactory resolution to complaints within the stipulated timeframe. 
• Exploring and developing innovations to customer service provision using the business-to-business module to maintain and grow the overall provision of courses (e.g. training for new centres, efficient application processes, timely enquiry responses). 
• Alongside the Director for CSD and Clinical Leads, helping to identify risks and assisting in making recommendations to mitigate them. 
• Participating and contributing to insight projects to inform CSD business developments. 
• Working closely with the Business Standards Manager to adopt a strategic approach to developing and managing CSD’s standard operating procedures in line with ISO9001:2015 to ensure Course Centres, Course Directors, and Instructors can continue to provide high-quality training through RCUK Course Centres and ensure administrative governance is in place. 
• Motivating, supporting and providing line management and ongoing training and development to the team via RCUK’s appraisal process and day-to-day interactions with the team. Agreeing on developmental opportunities and training to aid the delivery of the RCUK’s Vision. 
• Promoting effective working within the Coordinator team in line with organisational policy. 
• Providing supervision and training for temporary staff. 
• Participating in the planning and delivery of RCUK conferences and events. 
• Supporting Clinical Leads, Department Directors and Senior Management Team with ad hoc duties.  
• Undertaking and assisting with any other duties required by the organisation. 
• Ensuring an understanding of, and compliance with, data protection legislation and processes within the team and all data handling. 
• Along with the Director of CSD and Clinical Leads supporting the development of KPIs within CSD. 

Essential (E) and Desirable (D) attributes  

Business management/Qualifications 

• Experience in business management. (E) 

Skills/abilities 

• Excellent business literacy and customer service skills. (E) 
• Proven analytical and problem-solving skills. (E) 
• Ability to use data and insight to underpin decision-making. (E) 
• Ability to exploit and negotiate opportunities to enhance service delivery. (E) 
• Excellent leadership and change management skills. (E) 
• Ability to motivate and train staff. (E) 
• Excellent interpersonal and communication skills, both written and oral. (E) 
• Ability to prioritise, delegate and work to tight deadlines. (E) 
• Strong IT skills with a knowledge of Microsoft Office 365, Microsoft Teams and Zoom. (E) 

Knowledge and experience 

• Experience of managing administrative procedures. (E) 
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures. (E) 
• Experience of developing and managing a goal-orientated team. (E) 
• Good understanding of, and commitment to the delivery of a customer-centred approach. (E) 
• Experience of successfully developing and implementing projects. (E) 
• Experience managing complaints. (D) 
• Good understanding of the provision of training and education packages (preferably health orientated). (D) 
• Experience of workforce planning, forecasting and development. (D) 
• Experience of chairing meetings, producing agendas and minutes. (D) 
• Experience of working with multidisciplinary teams. (D) 
• Experience of working with the NHS and stakeholders. (D) 
• Experience and knowledge of risk management. (D) 
• Experience and understanding of quality management and process mapping. (D) 

Personal qualities 

• Good organisational skills and an ability to work under pressure. (E) 
• Forward thinker with solutions focused approach with a commitment to inclusion and diversity. (E) 
• Confident, assertive and resilient. (E) 
• Motivational team-leadership using both collaboration and delegation. (E) 
• Proactive and collaborative approach to working across other organisational teams. (E) 
• Flexible working style. (E) 

To apply for this exciting opportunity, please email us with:  

• A comprehensive CV, specifying significant achievements in your career to date.   
• A supporting statement, of no more than two sides, explaining how your skills and experience can support and add value to our organisation.  
• A completed diversity monitoring form.   

We welcome and will accept applications using an alternative process (such as video or audio applications).  Please email suzanne.horner@resus.org.uk or phone 0207 391 0718 to discuss your requirements.

Download the job pack  

Download and complete the diversity monitoring form   

Please email your application to recruitment@resus.org.uk with 'CSD Business Support & Dev Mgr' in the subject line. 

The deadline for applications is 6pm Thursday 12 May. We will not accept applications after this time.   

For an informal and confidential discussion about the role, please contact Adam Benson Clarke or Isabelle Hamilton-Bower, Clinical Leads - Courses, on 020 7388 4678 or clinicalleads@resus.org.uk. 

How we will shortlist and interview 

During the shortlisting process, those shortlisting applications will not have access to your name, date of birth, address or highest level of educational attainment. 

Interviews for this role will take place on 20 May, but please note this date may be subject to change. 

Please email suzanne.horner@resus.org.uk or phone 0207 391 0718 to discuss your requirements.