Operations Programme Coordinator
Operations Programme Coordinator
Job Description
Salary range: £32,266 - £36,875 pro-rata
Band: 5
Job type: 0.6 FTE (22.5 hours)
Contract period: Permanent
Reporting to: Portfolio Operations Manager
Learning & Development (primary), Service Department: Delivery and MarComms teams as required
Oxford / up to 100% remote working in line with Picker’s Home Location: and Remote Working Policy
About Picker
Picker is an Oxford-based charity with an international reputation as a key authority in the measurement and improvement of patient experience. Our mission is to make person centred health and social care a reality for everyone.
Our work is focused on measuring, understanding and improving the experiences of patients, service users and staff. To do this we design and run surveys for public and private health and social care organisations, as well as national bodies, voluntary sector and international healthcare providers. We conduct original research to understand people's experiences of care. And we provide training, tools and support to equip organisations to improve services and deliver more person centred care.
Purpose of the Role
The Portfolio Programmes Coordinator provides operational, administrative, and project support across Picker’s portfolio. The role is currently deployed primarily within the Learning & Development (L&D) team, supporting the effective design, delivery, and continuous improvement of Picker’s L&D programmes and products.
The L&D programme offers a range of accredited online and inperson training, alongside webinars, practical toolkits, and a global community of practice, to support person centred improvements across health and social care.
The postholder may be redeployed, in whole or in part, to support other areas of the Picker offer as organisational priorities require.
Duties and Responsibilities
The following duties are described in the context of the current primary deployment to the L&D team. Where the postholder is deployed to other portfolio areas, equivalent responsibilities will apply.
1. Programme Administration
Manage the L&D shared inbox, triaging and responding to enquiries from internal and external stakeholders in a timely and professional manner.
Administer programme bookings, including registrations, confirmation communications, and waitlist management.
Send course communications to participants, ensuring accurate and timely information.
Track and coordinate programme activity using ClickUp, maintaining up-to-date project plans, task lists, and progress records.
Monitor programme schedules and flag risks or delays to the L&D Lead.
Provide administrative support across the L&D programme and wider Picker programmes as directed.
2. Project Management
The postholder project manages the development of a new Experience Based Co-Design (EBCD) Toolkit, which is being designed in partnership with King’s College London. Responsibilities include:
Maintain the EBCD Toolkit Master Project Plan, ensuring tasks, owners, timelines, and milestones are accurately recorded and tracked in ClickUp.
Coordinate activity across internal and external stakeholders to keep the project on track.
Schedule and minute project meetings, producing action logs and following up on outstanding items to ensure timely completion.
Identify and escalate risks, issues, or dependencies to the L&D Lead or relevant senior lead.
Support the development of toolkit content and materials as the project progresses through its planning and early delivery phases.
Maintain clear and well-organised project documentation on SharePoint and ClickUp, in line with Picker’s working practices.
3. Content & Systems Management
Create and maintain resource pages in HubSpot to support L&D programme delivery and participant access to materials.
Edit and share online session recordings in accordance with data protection requirements and participant consent.
Maintain and update SharePoint filing structures to ensure documents are well-organised, accessible, and version controlled.
Update course content materials and associated documentation as directed by the L&D Lead or subject matter experts.
Maintain and update L&D policies, process documents, and standard operating procedures.
4. Event Coordination
• Coordinate venue and catering bookings for in-person L&D events, managing supplier relationships and logistics end-to-end.
Attend L&D courses and events (online and in-person) to ensure smooth operational running, troubleshoot issues on the day, and build familiarity with programme content with a view to supporting future delivery.
Support the logistics of hybrid and virtual events, including platform setup and participant access.
5. Community of Practice (CoP) Support
• Provide administrative support for Picker’s online Community of Practice, including event scheduling, and communications with 200 members.
Design and produce community communications and promotional materials (e.g. flyers, newsletters) using tools such as Canva.
Coordinate speaker bookings and manage related correspondence for CoP events.
6. Marketing & Communications Support
Provide L&D-related marketing and communications support, working collaboratively with the MarComms team.
7. Monitoring, Evaluation & Programme Development
Support the development and maintenance of monitoring and evaluation systems for L&D programmes, including data collection, collation, and reporting.
Contribute to the development of new L&D products and services, including research into CPD frameworks, Learning Management Systems (LMS), and emerging approaches.
Support the L&D Lead in identifying opportunities to improve and expand the L&D portfolio.
General Duties
Contributing to the work of Picker as a whole by:
- Fully engaging and participating in the achievement of Picker’s aims and objectives
Developing new approaches, processes and methods to enhance Picker’s performance
Promoting the sharing of knowledge and communications across teams within Picker; working closely with other teams to deliver projects and promote the use of survey findings.
Ensuring compliance with all company policies, internal working practices and external regulatory requirements (e.g. Quality Assurance Framework, current data protection regulations, ISO 27001, ISO 27701, ISO 20252, and MRS Code of Conduct).
Other reasonable duties as requested by line manager.
This job description is not contractual and is liable to change over time.
Person Specification
| Experience, knowledge and understanding |
| Experience in programme administration, including maintaining accurate E records and documentation. |
| Demonstrable project coordination or project management experience, including maintaining project plans and tracking actions through to E completion. |
| Experience managing shared inboxes or acting as a central point of contact for a team or programme, and drafting communications for different E audiences. |
| Experience coordinating events or training activities, including logistics E (venue, catering, communications). |
| Experience transcribing meeting minutes and translating discussion into E structured action plans. |
| Experience of maintaining and managing stakeholder relationships across E multiple levels (internal and external). |
| Ability to manage sensitive and confidential data with discretion, in compliance E with data protection legislation. |
| Experience working with digital content or resource management platforms D (e.g. HubSpot, SharePoint, or similar). |
| An interest in and/or experience of Learning & Development, raining delivery, D or CPD programme administration. |
| Understanding of ethical and data protection standards. D |
| Interest in health, social care, or organisational development. D |
| Skills /Abilities |
| Proficient IT literacy with strong competency in Microsoft Office (Word, Excel, E PowerPoint, Outlook) MS Teams and SharePoint. Ability to use or quickly learn project management tools such as ClickUp. |
| E Excellent atention to detail across all written outputs, data records, and E |
| communications. Strong written and verbal communication skil, with the ability to draft clear, |
| E professional correspondence. Highly organised and self-motivated, with the ability to manage E multiple workstreams and competing priorities to deadline. |
&Picker
| Collegiate working style — able to work effectively with colleagues and stakeholders at all levels. | E |
| Ability to work independently, using own initiative within agreed parameters, and seek guidance at appropriate points. | E |
| Empathy with Picker and its aims Experience of using Canva or similar design tools to produce communications | E |
| and promotional materials. | D |
| Familiarity with HubSpot or other CRM/CMS platforms. Experience with or knowledge of Learning Management Systems (LMS) or | D |
| CPD frameworks. | |
| Empathy with Picker and its aims | E |
| Qualifications | |
| Relevant experience gained through work or academic studies. | E |
E = essential D = desirable
This job description is not contractual and is liable to change over time.
Picker is committed to equality, diversity, and inclusion in all that we do. We welcome applicants from diverse communities and backgrounds, and we are a Disability Confident committed employer.
All roles at Picker require a criminal record check. Picker will not automatically refuse to employ someone with a previous criminal conviction.
For further details, please contact the HR team by email; hr@pickereurope.ac.uk