Job Description

Overview

We are seeking a proactive and organised

Business Support Lead

to join our small, friendly healthcare education business. This varied role combines office and facilities oversight, customer service, and support for our training delivery, alongside supervision of our administrative and training support staff.

You will play a key role in ensuring our office, facilities, and training environment run smoothly, and provide a high-quality experience for customers and colleagues alike.

Job purpose

To lead the business support functions of the organisation, ensuring high standards of administrative, facilities, and training delivery support. The Business Support Lead plays a key role in the smooth day-to-day running of the office, supervises the work of administrative staff, and ensures that enquiries and customer issues are managed professionally. The postholder will support the organisation in delivering high-quality healthcare education services in a safe, efficient, and customer-focused environment.

Responsibilities

Leadership & Supervision

Provide day-to-day supervision and support to administrative staff, including workload planning, regular 1:1s, and informal performance feedback. Help develop a culture of professionalism, flexibility, and customer service within the business support team. Support the induction and ongoing development of administrative and training support staff. Support wider business projects and initiatives as required, including service development, internal audits, and process improvements
Office & Facilities Management

Oversee all general office functions including post, filing systems, stationery ordering and printing services. Ensure that office and training facilities are clean, safe, and ready for daily use, liaising with cleaning staff, on-site facilities team and contractors as needed. Manage parking permits, office sundries, and small facilities-related contracts or suppliers. Identify and escalate facilities-related risks or concerns promptly.
Training & Course Support

Liaise with internal and external trainers to ensure they have the facilities, equipment, and support needed to run their courses smoothly. Coordinate with external training venues for off-site courses, ensuring logistical arrangements are confirmed and clearly communicated. Support the Training Team in preparing the classroom/training spaces, including equipment, materials, and refreshments. Ensure accurate records of course bookings, attendance, feedback, and evaluations. Oversee the preparation of course packs and other learning resources. Assist with uploading or distributing training materials on learning platforms or via email. Contribute to the smooth organisation of internal and external training, events, and meetings. Generate reports on course attendance, cancellations, or usage patterns. Monitor waiting lists and course demand to help inform planning.
Customer Service & Complaint Handling

Act as a first point of escalation for customer and client complaints, enquiries, and concerns. Handle and support the resolution of service issues, escalating to senior management where appropriate. Handle sensitive or difficult situations with care, professionalism, and compassion. Promote a positive, helpful, and professional approach to customer service within the business support team. Support day to day handling of enquiries through email, phone calls, website and social media, as needed to cover absence and leave.
Administrative & Business Support

Coordinate internal meetings and small networking or business events, including preparation of agendas and notes where required. Support compliance and record-keeping (e.g. mandatory staff training, health & safety documentation, supplier records). Contribute to the continuous improvement of admin processes and systems, recommending changes to improve efficiency. Help develop a culture of professionalism, flexibility, and customer service within the business support team. Support the induction and ongoing development of administrative and training support staff.

Skills

Organisational & Time Management Skills

Ability to manage multiple tasks and priorities calmly and efficiently Skilled at planning ahead (room setups, bookings, meetings, training logistics) Keeps track of small details while understanding the wider flow of work
Communication & Interpersonal Skills

Communicates clearly and professionally with trainers, staff, clients, and venues Able to listen well and show empathy, particularly in sensitive situations Confident in liaising across levels of seniority (e.g. trainers, venue managers, customers)
Customer Service Skills

Handles enquiries and complaints with care, tact, and professionalism Aims for positive outcomes even in challenging or emotional conversations Understands the needs of learners, delegates, and healthcare professionals
Team Leadership & Supervision

Able to lead others in a supportive, respectful, and motivating way Gives clear direction, delegates effectively, and supports staff development Handles small HR tasks like informal check-ins, 1:1s, and onboarding
IT & Systems Skills

Strong proficiency in Microsoft Office (especially Outlook, Word, Excel) Confident with email management and shared inboxes Able to manage digital filing systems Comfortable using booking and calendar systems Basic use of spreadsheets to track bookings, stock, training records Creating and formatting agendas, minutes, and course paperwork Willing to learn systems used for training administration (website backend and Wix CRM)
Problem Solving & Initiative

Can think on their feet to handle unexpected issues (e.g. late trainers, missing materials, customer complaints) Brings forward ideas to improve systems, processes, or delegate experiences Shows ownership and accountability for getting things done
Professionalism & Confidentiality

Handles confidential or sensitive information with discretion (e.g. complaints, complaints, trainer feedback, safeguarding issues) Understands the need for boundaries, especially in a healthcare-related business Maintains a calm and professional manner under pressure
The salary for this role is NHS Band 4.

The role is office based due to the in-person responsibilities with some opportunity to work from home at the companies discretion. Generous annual leave entitlement including company Christmas closure.

Job Types: Part-time, Permanent

Pay: 24,937.00-26,591.00 per year

Expected hours: 26 - 30 per week

Benefits:

Company pension Free parking
Schedule:

Monday to Friday No weekends
Experience:

office work or admin: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 20/07/2025