Lifelong Learning Programme - Product Owner

Royal College of Anaesthetists

About the Organisation

Royal College of Anaesthetists is the professional body responsible for the speciality throughout the UK. We are the third largest medical royal college in the UK by membership. With a combined membership of more than 24,000 Fellows and Members, we ensure the quality of patient care by safeguarding standards in the three specialities of anaesthesia, intensive care and pain medicine.

About the role

We are seeking a highly organised and proactive professional with experience in customer service or helpdesk environments, ideally within a membership or medical education setting. The successful candidate will have excellent communication skills, with the confidence to engage stakeholders and deliver presentations or workshops. You will provide high-quality administrative and secretarial support, including supporting formal committees and maintaining accurate records.

The purpose of this role is to coordinate the management and continuous development of the College Lifelong Learning Platform (LLP) [online training portfolio], which requires regular communication and liaison with the external developer/supplier for system improvements and resolution of any issues. This role provides service desk support to internal and external users of the platform by administering the platform and enabling the effective maintenance of anaesthetic training, revalidation and professional development records. This involves working closely with anaesthetists and external organisations, as well as members of the Training Team and the relevant College Officers.

Responsibilities

Systems Support - LLP:

• Provide support and guidance to internal and external stakeholders, including answering queries and providing proactive assistance with any software problems
• Provide second-line support to users of the College LLP, resolving complex issues and working closely with team members to ensure exceptional customer service and technical support is provided
• Produce and deliver presentations and demonstrations in using the LLP, including attendance at external events
• Create and maintain LLP training documents, including guidance aids, presentations, videos and website content
• Create, maintain and archive all accounts for new and existing users where appropriate, following established processes and ensuring accuracy
• Maintain training records in the relevant systems and manage appropriate protocols effectively
• Ensure the LLP section of the College website is regularly reviewed and remains current
• Coordinate ‘User Acceptance Testing’ on any new system developments, providing support to colleagues and external participating users to ensure the formal testing and smooth implementation of any changes to the LLP
• Maintain an accurate list of requests logged in the service desk system, including assigning calls to the appropriate support staff and engineers
• Log defects on the service desk system, ensuring the list of defects remains up to date and is prioritised accurately
• Ensure the Training Team is aware of any issues resulting from a fault in the system
• Develop and maintain a knowledge base for the LLP and support team members in using this resource
• Identify opportunities to improve support processes

Supplier Management and Reporting:

• Identify and log all system faults/issues and ensure these are updated in a timely fashion on the service desk system for the benefit of the wider Training Team in responding to user queries
• Ensure faults are reported to the IT provider through their service desk system and are prioritised accurately
• Liaise with the IT provider to ensure a timely resolution of outstanding system faults/issues
• Maintain regular communication with the IT provider for general updates on progress or issues
• Update the LLP Product Manager regarding ongoing issues, escalating complex issues, where appropriate
• Provide monthly reports on service desk statistics (number of calls received, faults logged, faults resolved, etc.) in an easily digestible format for review by the Head of Training and the LLP Product Manager
• Use ticket tracking to document problems and solutions, and assist in the analysis of that data to improve performance and training, thereby enhancing the user experience
• Capture requests for change and enquiries from all key stakeholders, providing the interface between users, the IT provider and other stakeholders
• Participate in regular meetings with the LLP Product Manager to discuss requests for changes logged on the service desk system and make recommendations for future development
• Convey requirements to the IT provider to support development work and to ensure that the requirements are met

Committee and Stakeholder Support:

• Develop and coordinate communications of updates for the LLP
• Support the LLP Regional Leads with any queries or issues encountered pre- and post-launch of new developments, as well as existing functionality
• Work with external stakeholders to create video and written guidance on the LLP
• Provide secretarial support to the Allied Committee and its Chairperson, including drafting agendas, preparing papers, coordinating logistical arrangements, taking and reporting minutes, coordinating follow-up actions and processing all general correspondence for the Committee

Skills, Competencies, Experience & Attributes

Qualifications, Skills, Knowledge & Experience:

• Proven experience of working in a helpdesk and or customer service environment
• Demonstrable experience of working in a membership organisation and the medical education sector
• Experience in delivering presentations and interactive workshops, and speaking to groups of people
• Experience of providing secretarial support to formal committees, including minute-taking
• Ability to maintain a comprehensive knowledge of all respective College systems and associated processes involved
• Ability to develop and maintain effective working relationships with a variety of internal and external stakeholders
• Excellent organisational, IT, time management and communication skills (both written and verbal)
• Strong understanding of online learner management systems
• Understanding of the Agile (Scrum) and Waterfall frameworks, database design, user experience design, service desk (ITIL) processes and working with third-party development partners
• Good understanding of the anaesthetic and ACCS curricula, and assessment strategies

Required Qualifications

• Educated to degree level, or equivalent work experience

Compensation & Benefits

• 26 days of annual leave, plus bank holiday
• 1 additional paid day of leave for the purpose of celebrating your birthday
• Healthcare support through Benenden Health
• Up to 12% pension contribution
• Hybrid and flexible working
• Wellbeing hour once a week
• Cycle to work and employee discount schemes
• Training and development opportunities
• Access to Mental Health First Aiders and Employee Assistance Programmes

Conditions of employment

• Applicants must have the right to work in the UK. No agencies, please.

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• If you believe that you are the right person for this role, please submit your CV and a short statement (up to 500 words) to [email protected] by 12th July 2026, highlighting three key skills from the job description and how your experience aligns with them.
• Please note that the closing date is subject to change, depending on the success of the recruitment process.
• If you have any questions or would like more information about this opportunity, please contact [email protected]. 

Interviews

• Unfortunately, due to the volume of applications, we are unable to provide detailed feedback to candidates on their applications. Only short-listed applicants will be contacted after the closing date. Please note that the closing date is subject to change. 

Policies

At RCoA, equality, diversity and inclusion are an integral part of our culture, so it is important to us that this is reflected in everything that we do. We welcome applications from all individuals irrespective of age, race, gender, sexual orientation, ethnicity, religion or belief, disability, marital status, or parental responsibilities to ensure we actively embrace an inclusive and representative culture that encourages, supports and celebrates our differences.

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