Vacancy: Customer Support Administrator

The post of Customer Support Administrator provides RCUK with the opportunity to deliver high-quality customer service alongside supporting our Coordinators who administer courses and deal with enquiries. This role includes communication, administrative and course support duties. The Customer Support Administrator 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 Governance and Assurance directorate but will work closely with all directorates within the organisation. 
 

Communication

• Be the first point of contact for people contacting RCUK by telephone and dealing with the subject matter appropriately or referring to others.
• Monitor and allocate enquiries via the RCUK support system, answer enquiries, or allocate/escalate to appropriate individuals within the organization.
• Identify and assess customers’ needs to achieve satisfaction.
• Follow communication procedures, guidelines, and policies.
• Ability to meet and uphold service-level agreements (SLAs).
• Ensure KPI’s are met to adhere to RCUK’s standards. 
• Build sustainable relationships and trust with candidates, course centres and instructors through open and interactive communication.
• Be able to multi-task whilst dealing with telephone calls, navigating through systems, and responding to tickets/emails. 
• Liaise with the wider organisation to manage the task at hand.
• Respond to email queries from multiple inboxes.
• Speediness in responses to live chat queries.

Administration

• Undertake administrative duties on the Learning Management System (LMS) and CRM (e.g. password resets, course director reports, profile amendments, centre application submissions, etc.).
• Monitor stock levels working with the current stock management system (ARK).
• Take accurate minutes of meetings.
• Meet operational targets set by the management team.

Courses 

Please note: the following section will amount to a smaller percentage of this role, but training will be provided so the successful candidate can be able to undertake the below when required. 

• Report to the Business Support Manager (BSM) regarding any concerns/issues with communication with course centres, Instructors, candidates and other stakeholders.
• 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 and payment of accounts.
• Provide expert advice and first-line support to Course Centre Administrators, Course Directors, Instructors, Candidates and ALS Regional Representatives regarding aspects of all courses and the RCUK LMS.
• 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.

Other

• In addition to the duties outlined above, the role may also include any other duties reasonably requested by their line manager.
• Flexibility to working hours, where you may be required to work shift patterns Monday-Friday between 08:00-18:00.
• It is a requirement of all RCUK staff to take an active participative interest in their own continuing professional development.
• This role may occasionally/very occasionally involve working outside standard hours and involve occasional weeknight/weekend work.
• Expected to work in the office at least once per week, attend monthly office meetings and attend 1-2-1s with their line manager in the office. 

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: We always seek to balance business needs with a flexible approach to working styles and preferences. We have adopted hybrid working arrangements, allowing staff to balance home and office working. The successful applicant will be required to come into the office for a minimum of 1 day per week. Reasonable adjustments will be made for the successful candidate 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 whether our job advertisements are successfully attracting a diverse range of applicants.

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 contact us by email to discuss this prior to submitting your application. 

• Download the job spec
• Download the candidate pack
• Download and complete the diversity monitoring form  

Please email your CV, covering letter and diversity monitoring form to recruitment@resus.org.uk with 'Customer Support Administrator' in the subject line.

Please note: We reserve the right to close this advert early if enough suitable applicants apply.

How we will shortlist and interview

The closing date for applications is 12:00 Thursday 19 July 2024.

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

Interviews for this role will take place the week commencing 22 July 2024.