Job Description

About the Role

The Support & Editorial Coordinator plays a key role in maintaining a high-quality learner experience across StudyPRN, Learna's online CPD and self-assessment platform. The postholder is responsible for managing inbound learner support tickets and ensuring timely, accurate responses, while also acting as the central coordinator for editorial feedback submitted through the platform. This dual-focus role is designed to streamline the content improvement process. In addition, the role supports content development by using AI tools to generate and refine educational materials in line with structured editorial processes and house style, while ensuring all outputs comply with plagiarism, copyright, and content tracking requirements.

Key Areas of Responsibility

Learner Support (Freshdesk)

Monitor and respond to all inbound StudyPRN support tickets within agreed SLAs, ensuring a professional and learner-focused tone. Triage and resolve common queries related to logins, payments, certificates, content access, and general platform navigation. Escalate complex or technical issues to appropriate internal teams, ensuring continuity and clarity of communication. Maintain the StudyPRN Help Centre with up-to-date guides, FAQs, and self-service support articles. Analyse recurring support issues and recommend solutions or platform improvements to reduce inbound queries over time.

Editorial Feedback Consolidation

Review question-level learner feedback submitted through the StudyPRN platform. Group related feedback by question, module, or theme using structured approaches and AI tools (e.g. ChatGPT). Prepare clear, actionable feedback summaries for medical editors, minimising duplication and administrative overhead. Flag potential systemic issues (e.g. broken links, incorrect answers, poor phrasing) to the Managing Editor. Support the editorial workflow by tracking issue resolution and updating ticket records accordingly.

Continuous Improvement

Identify and implement process improvements to increase support efficiency and editorial responsiveness. Contribute to internal reporting by providing basic metrics on ticket volume, resolution times, and feedback trends. Use AI tools to generate draft educational content, such as high-level multiple-choice questions (MCQs) and related learning materials, ensuring outputs align with the structured content development plan. Review and refine AI-generated content, including structured proofing and editorial review for accuracy, relevance, grammar, spelling, style consistency, and adherence to house style, before medical review takes place. Ensure all tools are used in accordance with plagiarism and copyright policies when creating or editing text and imagery. Ensure all editorial activity tracking (e.g. Pipedrive) and spreadsheets are regularly updated and accurate.

Skills & Experience

Recent graduate or early-career professional, ideally with experience in customer support, editorial coordination, or education/edtech. Excellent written communication and interpersonal skills. Ability to analyse and synthesise qualitative data from multiple sources. Proficient with digital tools, spreadsheets, and ticketing systems (e.g. Freshdesk); AI tools (e.g. ChatGPT) desirable. However, training on AI will be provided. Comfortable working independently, managing multiple tasks with attention to detail.

Personal Attributes

Methodical, organised, and detail-oriented. Calm and professional under pressure. Proactive, curious, and eager to learn. Responsive to learner needs and committed to continuous service improvement. Collaborative and capable of working effectively across functions.

Why Join Us?

This is an opportunity to be part of a growing division within one of the UK's leading online medical education providers. You'll play a pivotal role in improving the learner experience while gaining exposure to editorial workflows, platform operations, and training on the use of AI in education. For the right candidate, this role may grow into a broader operational or editorial post in future.

How We Work at Learna

Our culture is grounded in our CREDO values:

Collaboration - we work together and build inclusive teams. Respect - we trust and empower people to make decisions and succeed. Empowerment - we take ownership, learn, and support one another. Dedication - we are committed and strive for excellence. Outcomes - we focus on impact, delivering quality, innovation, and meaningful results.

Colleague Benefits

Electric car scheme Bike to Work scheme Occupational Health support 24/7 Employee Assistance Programme (EAP) Flexible and hybrid working arrangements 33 days' holiday (inclusive of bank holidays) Auto-enrolment pension with employer contributions Free hot and cold beverages in the office Secure, free office parking Continuous learning and development opportunities Regular social, well-being, and fundraising events

Equal Opportunities and Safeguarding

We welcome applications from all backgrounds and communities. We are committed to building an inclusive workplace and running fair, consistent processes. Offers are subject to right-to-work and background checks appropriate to the role. Personal data is handled in line with GDPR.

Job Close:

30th November 2025

Interviews:

11th December 2025

We reserve the right to close this vacancy early should we receive an appropriate volume of applications. Therefore, we encourage interested candidates to apply as soon as possible to avoid disappointment.

Job Type: Full-time

Pay: From 25,500.00 per year

Work Location: In person

Application deadline: 30/11/2025