eLearning Coordinator
Location: Bristol (Hybrid - Muct be in the office 2 days a week)
Contract Type: Full-time, Permanent
About Best Practice Network
At Best Practice Network, we believe every child, regardless of their background, should benefit from an excellent education.
We support and develop the educational professionals who work alongside children and young people, empowering them to be the very best they can be. Through apprenticeships, professional development programmes, and the Department for Education's "Golden Thread" pathway-from trainee teachers to executive leaders-we help transform lives through education.
We are a friendly, Department for Education-accredited and Ofsted-rated Outstanding training provider, recognised for our collaborative culture, adaptability, and commitment to making a meaningful difference in the education sector.
As our organisation continues to grow nationally and internationally, we are looking for an organised and learner-focused eLearning Coordinator to join our team.
About the Role
As an eLearning Coordinator, you will play a key role in supporting learners, participants and colleagues across our digital learning programmes.
You will provide first-line support for learner queries, help participants access and navigate online learning systems, and contribute to the smooth delivery of our programmes. Working closely with eLearning Team Leaders, programme teams and internal stakeholders, you will help create an accessible, engaging and high-quality digital learning experience.
This is an exciting opportunity for someone who enjoys solving problems, working with technology and making a positive impact on learners' experiences.
Key Responsibilities
Learner Support and Programme Delivery
- Provide first-line support for learner, participant and colleague queries across agreed support channels.
- Respond to support requests in a timely, professional and learner-focused manner.
- Triage incoming requests, resolving issues where possible and escalating more complex issues as required.
- Maintain accurate records of support activity using Zendesk and other relevant systems.
- Support learners with access to online learning systems, resources, sessions and programme materials.
- Develop expertise in at least one core programme area and its associated learner journey.
- Support programme launches, learner enrolments, access checks and delivery readiness activities.
- Collaborate with programme teams, facilitators and tutors to ensure smooth programme delivery.
- Identify recurring issues, risks and process improvements, escalating them appropriately.
Digital Skills Support
- Deliver digital skills support to learners who require additional assistance.
- Facilitate small-group digital skills sessions, with occasional one-to-one support where required.
- Help learners build confidence in using digital platforms and participating effectively in online learning.
- Identify and escalate recurring learner challenges or barriers to engagement.
- Promote a positive, inclusive and accessible learning experience.
Systems, Processes and Documentation
- Use e-learning and learner support systems accurately and consistently.
- Maintain accurate learner and programme information across relevant platforms.
- Follow established processes for learner access, programme setup and support requests.
- Support the creation and maintenance of standard operating procedures and guidance materials.
- Document workflows and contribute to process updates as systems evolve.
- Ensure all work complies with data protection, safeguarding and confidentiality requirements.
Testing and Continuous Improvement
- Support testing activities for new system functionality, workflow changes and digital tools.
- Record testing outcomes clearly and provide practical feedback.
- Identify opportunities for process improvement and contribute to continuous improvement initiatives.
- Support wider transformation activities while maintaining excellent learner support.
Collaboration and Communication
- Work closely with eLearning Team Leaders, the eLearning Manager and colleagues across programme teams, IT and learner support functions.
- Build positive relationships with internal stakeholders.
- Communicate issues, risks and progress clearly and effectively.
- Share knowledge and support colleagues across programme areas.
- Participate actively in team meetings, training sessions and improvement activities.
- Uphold Best Practice Network values by working collaboratively, acting with integrity, inspiring learning and striving for excellence.
About You
We're looking for someone who:
- Has experience in a customer service, administration, education, training or learner support role.
- Demonstrates excellent written and verbal communication skills.
- Is confident supporting learners, participants or customers through a variety of channels.
- Is highly IT literate and quick to learn new systems.
- Is organised, reliable and able to manage competing priorities effectively.
- Has excellent attention to detail and follows processes accurately.
- Remains professional, learner-focused and calm under pressure.
- Can identify problems, resolve issues independently and escalate where appropriate.
- Is comfortable creating and maintaining process documentation.
- Works collaboratively and contributes positively to team success.
- Is committed to delivering high-quality learner support and continuous improvement.
- Understands the importance of safeguarding, data protection, confidentiality and compliance within an education setting.
Desirable Experience
Experience in one or more of the following areas would be advantageous:
- Working within an education, training or professional development environment.
- Using virtual learning environments or learner management systems.
- Using support or ticketing systems such as Zendesk.
- Supporting learners with digital skills or online platforms.
- Contributing to process improvement or system testing.
- Creating guidance documents, work instructions or standard operating procedures.
- Supporting online or blended learning delivery.
What We Offer
- 28 days' annual leave, increasing by one day for each year of service up to a maximum of 33 days, plus bank holidays.
- Health Cash Plan, including access to a private GP following successful completion of probation.
- Life insurance from day one, covering up to four times your salary.
- Employer pension contributions after three months.
- Flexible benefits package, including options to purchase additional annual leave, dental cover, enhanced healthcare, cycle-to-work schemes, gym memberships, electric vehicle schemes and payroll giving.
- Ongoing learning and development opportunities.
- Three paid volunteer days each year, including two dedicated to education initiatives.
Our Commitment to Inclusion
We are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to thrive. We actively encourage applications from individuals with diverse backgrounds, experiences and perspectives.
At Best Practice Network, your voice matters, your ideas are valued and your individuality is celebrated.
Together, we can build brighter futures through education.
Additional Information
Employment offers are subject to satisfactory pre-employment checks in line with current legislation and guidance.
Applicants must have the right to work in the UK. Please note that we are unable to offer visa sponsorship for this role.
