Vacancy: Service Delivery Support

Type of contract: Permanent 

Hours: 37.5 hours per week 
 
Location: Our office is in Tavistock Square London. As with many organisations during the pandemic, our colleagues have been mainly working from home. Moving forward, we're adopting a hybrid working model so successful applicants will be able to choose whether they’d prefer work at home and/or in our office in Tavistock Square, London but will be expected to attend some meetings in the office.

Salary: Circa £30,000

Deadline for applications now extended to: 5pm on 30 June 2022

Download the job pack

About Resuscitation Council UK.
Resuscitation Council UK 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. We are the UK experts in clinical guidelines, standards, and education for resuscitation practice for those working in healthcare and in the public space.

Excellent service delivery has always been essential within RCUK and now with more customers subscribing to our e-Lifesaver CPR and AED awareness training we have a responsibility to service them at the technical implementation stage as well as providing ongoing technical support.

The role will be technical and will suit an individual from an IT or technical support background. 
The postholder will work closely with the e-Lifesaver sales team, ensuring that the implementation process is customer focused.

There will also be close co-operation with other departments such as Engagement & Influencing, Clinical and Service Development and various project managers working on SCORM-related projects.
The role will also work closely with key suppliers such as Unit9 and Aptitec.


Day to day responsibilities include:

  1. Management of e-learning technical trials.
  2. Management of the RCUK learning portal for customer account set up and admin.
  3. First line of support for technical issues relating to the RCUK learning portal and SCORM despatch platform.
  4. Testing product development as part of the e-learning team.
  5. Compiling usage data for insight and marketing purposes.
  6. Support the Digital Product and Development Manager on areas such as CRM, website, SharePoint as required.  

e-Learning management on the RCUK Learning Portal 

  • Create and update client admin portals on the RCUK Learning Portal for organisations.
  • Create user accounts on the RCUK Learning Portal as required.
  • Liaise with the Digital Account Executive and the Finance Assistant when setting up trials and subscriptions.

e-Learning management on the SCORM despatch platform

  • Create and distribute SCORM proxy despatch packages to potential customers for technical trials.
  • Update despatches for existing customers who want to subscribe or renew. 
  • Liaise with the Digital Account Executive and the Finance Assistant when setting up trials and subscriptions.

User Support

  • Provide first line technical support and guidance for e-learning course takers by phone, email and our ticketing system.
  • Provide first line technical support and guidance for e-learning client admins by phone, email and our ticketing system.

Digital product testing

  • Assist with technical testing of our digital products - execute tests on various devices and document problems found.
  • Assist with accessibility testing of our digital products using screen readers and other accessibility tools, and document problems found.
  • Assist with user testing of e-learning products and document problems found.
  • Proof of concept testing of potential solutions.

Product demonstration at events

  • Setting up of devices and other equipment required for demonstrations.
  • Demonstrating our various products and assisting users.

CRM

  • Update and maintain e-learning customer trials and subscription information on the CRM.
  • Reset user passwords when required.
  • Provide cover and support to the Digital Account Executive where required (sales leads).

RCUK website  

  • Clear web form data regularly to comply with data protection regulations.
  • Report any website issues to the website support organisation as they arise.
  • Update website content by CMS, when required.

Knowledge and Experience 

  • Experience of working on web-based administration platforms. (E)
  • Experience of working with cloud-based customer support software (e.g. Freshdesk). (D)
  • Experience in providing IT support to internal and external customers. (E)
  • Experience in reporting technical and non-technical bugs in detailed written format for resolution by development teams. (E)
  • Previous experience of administering SCORM compliant e-learning and LMS platforms. (D)
  • Experience of a project lifecycle, including planning, prioritising, monitoring, and evaluation - client and supplier side. (D)
  • Experience using a CMS to update web pages. (D)
  • Knowledge of ITIL principles. (D)
  • Experience of working in a technical support role.(D)
  • Experience in analysing and resolving problems. (D)

Personal Attributes and Skills

  • Good knowledge of MS O365 applications and comfortable working with technology. (E)
  • Strong eye for detail. (E)
  • Excellent verbal and written communication skills can communicate in plain English, with the ability to adapt your communication style accordingly to allow for a range of non-technical audiences and accessibility needs where required. (E)
  • Strong commitment to diversity and inclusion – the ability to work with people from all backgrounds, passionate about addressing inequalities and ensuring we meet the standards of best practice around diversity and equity, accessibility, and privacy. (E)
  • Excellent time management skills with the ability to prioritise workloads and deal with conflicting demands and meet tight deadlines. (E)
  • Ability to resolve technical issues independently. (E)
  • Flexible and adaptable; a good collaborator who can work in a small team. (E)

Download the job pack to learn more about this role.

TPP are handling the application process for this role. To apply, visit the TPP website or to find out more about the role and for more details on how to apply, contact Katy Darkings at TPP by emailing katy.darkings@tpp.co.uk.

We welcome and will accept applications using an alternative process (such as video or audio applications). If you need assistance with, or adaption to the application and interview process, please discuss this with Katy Darkings when contacting her about the role.

 The deadline for applications is 5pm on 30 June 2022 and interviews are likely to take place w/c 11 July. 

 

At Resuscitation Council UK, we offer competitive salaries, generous annual leave, and opportunities for professional development. All staff benefit from flexible working hours, and ensuring staff are able to balance their work and personal life is important to us. 
We pride ourselves on our inclusive, friendly staff team, who use their compassion and expertise to support each other. Teamwork and partnership working is at the centre of our mission to save lives. 
When you apply to a job with us, we aim to provide appropriate support every step of the way. Here are some of the ways we can support applicants and potential staff members: 

  • Working location: Our office is in Tavistock Square London. As with many organisations during the pandemic, our colleagues have been mainly working from home. Moving forward, we're adopting   a hybrid working model so successful applicants will be able to choose whether they’d prefer work at home and/or in our office in Tavistock Square, London but will be expected to attend some meetings in the office.
  • Supporting travel requirements: Some travel to the office or other locations will be required as part of the role, but reasonable adjustments, such as enabling the postholder’s participation through digital technology, will be made for the successful applicant where this is required. 
  • Access to work: If you would like to make an Access to Work application for a grant to pay for support tailored to your individual needs, such as a support worker, adaptations to the equipment you use, special equipment, taxi fares to and from work if public transport is not accessible to you, we will support you in this process. 
  • Alternative application processes: We are asking for CVs and covering letters so you can tell us how your skills and experience can support and add value to Resuscitation Council UK. However, if an alternative method of applying – such as sending us a video or audio clip about yourself – works better for you, we welcome your application. We want our applicants to shine, so we’re flexible to your needs. 

Equity for all applicants: When we receive applications, those who shortlist candidates for each role will not have access to your name, age or date of birth. In addition, we ask you to submit a diversity monitoring form. We won’t use the information in the diversity monitoring forms during the recruitment process itself, but the information we receive will help us to understand