Learning Services Manager

Terms: Full time (37.5 hours per week)
Salary: £28000
Contract: Fixed Term (18 months)
Responsible to: Head of Learning & Development (L&D)
Close liaison with: Member Services Manager
Location: Remote with some co-working days in the UK

Closing Date: 14 November 2024

About the CIEHF

We have a small but dedicated and hard-working team who achieve a huge amount. In brief, we provide support for our members with their career aspirations, we organise and run international events and CPD opportunities. Assisted by the efforts of our volunteer members, we assess and accredit individuals, organisations and training opportunities. We also work with our members to create and publish numerous guides and white papers on topics across the breadth of the discipline. As a Chartered Institute, we advocate for high quality and relevant professional human factors inputs to a broad range of challenges affecting everyone both at work and in everyday life.

Main purpose of the role

As the Learning Services Manager, you will work closely with the Head of L&D to deliver high-quality learning resources and professional development opportunities to CIEHF members. This role involves learner support, course development, assessment coordination, and contributing to the accreditation process, helping to ensure all CIEHF learning services provide value to our members. 

Main duties / tasks:  

Learner management 

• Respond in a timely manner to enquiries received from learners (such as requests for password resets, LMS queries, and other ad hoc enquiries). 
• Onboard new learners onto the LMS and enrol on courses as required. 
• Deliver webinars for learner groups including webinar set-up, checking slides, managing registrations and dealing with participant queries.  
• Disseminate information to all learners about events and other appropriate learning opportunities. 
• Work alongside the Head of L&D to create guides and processes to support learners.
• Work alongside the Head of L&D to identify any at risk learners and help with the implementation of any support required. 

Assessment support

• Support the recruitment and onboarding of assessors, examiners and learning mentors, ensuring they aligned with the organisation’s learning goals.
• Provide support in coordinating and tracking continuous professional development (CPD) activities for assessors, examiners and learning mentors - ensuring they meet training and development requirements.

Course development and delivery 

• Provide support for course development projects - managing and coordinating stakeholder communications, providing regular updates and ensuring clear channels of communication with all stakeholders.
• Ensure that internal L&D processes are documented and regularly updated. 
• Assist in the evaluation, review and testing of new learning resources, ensuring they are fit for purpose and meet quality standards prior to implementation.
• Add content updates (including translations) to the Learning Management System (LMS). 
• Convert selected content into learning modules and publish to the LMS.
• Contribute to the documentation and reporting of quality assurance processes, ensuring transparency and continual improvement in learning delivery.

Training and degree course accreditation

• Support the accreditation and certification process for course applications, ensuring all learning programmes meet industry standards and regulatory requirements.
• Manage the re-accreditation process for accredited courses.
• Process and record course content changes.
• Liaise with finance to raise invoices for annual licence fees.

Annual CPD assessment process

• Ensure smooth running of the annual CPD assessment process within the required timeframe.
• Liaise with the Membership team on assessor recruitment.
• Offer guidance for members completing their CPD including tracking activity throughout the year.

Relationship management

• Work alongside the head of L&D help manage relationships with training partners. 
• Build and manage relationships with our other external organisations. 
• Follow up on queries about our L&D offerings. 
• Manage relationships with external vendors, overseeing contract administration and ensuring the timely coordination of assignments and deliverables.

Data & insights

• Contribute to quarterly reports for management reporting pack (learning data).
• Use learning analytics to monitor and report on learner progress and performance, ensuring data-driven adjustments are made to enhance the effectiveness of learning programmes.

Person specification

Knowledge and skills

• Minimum of 4 GCSE grades 4 and above or equivalent qualifications. 
• IT competencies: Advanced – Office Suite (Outlook, Excel, PowerPoint, Word, Teams). 
• Ability to operate quickly and effectively, with a strong service and entrepreneurial attitude. 
• Experience meeting targets and delivering improvement and new services. 
• Understanding of data management. 

Personal attributes

• Excellent written and verbal communication skills.
• Prominent level of accuracy and diligence.
• Ability to make informed decisions based on sound analysis and judgement.
• Strong organisational skills to ensure multiple projects and deadlines are achieved. 
• A professional manner and attitude, approachable and friendly.
• Able to remain calm under pressure and to easily adapt to change.

This role profile is not exhaustive; it is subject to periodic review and may be amended to meet the changing needs of the business.

How do I apply?

If you’re interested in this role, then we’d love to hear from you. Please send an email to [email protected] saying why, based on your experience, you could be the person we’re looking for. This should be accompanied by a detailed CV.