The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Logistics Accuracy
This means getting all the practical stuff right: correct room bookings, accurate attendee lists, the right materials delivered, and working tech. Basically, no last-minute 'where's the projector?' moments.
Target · >99% error-free rate on session scheduling and materials.If you've organised 100 training elements (room bookings, invites, material orders) in a month, we'd expect no more than one minor error. For instance, sending the wrong Zoom link to one person out of 200 learners would be a minor error. Getting the catering order completely wrong for a 50-person event would be a major one.
Learner Satisfaction (Logistics)
How happy are people with the coordination of their training? This isn't about the content itself, but whether the session started on time, if the room was comfortable, and if the joining instructions were clear.
Target · 4.5/5.0 average score on 'smile sheet' questions related to coordination.After a VILT session, learners might rate 'Ease of joining' or 'Clarity of pre-work instructions'. We're looking for consistently high scores here, showing you're making it easy for them.
Budget Adherence (Event-specific)
Keeping individual event costs within the agreed budget. This means being mindful of catering costs, venue fees, and material printing.
Target · Manage individual event budgets to within +/- 5% of target.If a one-day workshop has a budget of £500 for catering and materials, you'd aim to spend between £475 and £525. Going over by £100 without a good reason would be a red flag.
Timely Communication
Ensuring all pre-course information, joining instructions, and post-course follow-ups are sent out on time, as per our standard operating procedures.
Target · 95% of scheduled communications sent on or before deadline.If pre-course materials are meant to go out one week before a session, you'll have them in learners' inboxes by that deadline. Missing a deadline for a critical communication would count against this.
Supportiveness to Learners
How helpful and responsive you are when learners have questions or hit a snag. This means being patient and clear, even when you're answering the same question for the tenth time.
- Positive comments in feedback forms about your helpfulness
- direct feedback from learners to your manager
- low number of escalated learner queries that you couldn't resolve yourself
- proactive follow-up on issues.
Proactive Problem Solving
Spotting potential issues before they blow up into big problems. This could be noticing a double-booking, a missing material order, or a tech conflict, and sorting it out quietly.
- Your manager noting instances where you've flagged and resolved issues independently
- positive feedback from facilitators about your ability to anticipate needs
- fewer 'fire drills' during training events.
Team Collaboration & Contribution
How well you work with the rest of the L&D team and other departments. Are you a good team player? Do you offer to help out when things are busy?
- Peer feedback during performance reviews
- willingness to take on tasks outside your immediate remit when needed
- clear and timely communication with colleagues
- positive attitude in team meetings.
Process Adherence
Following our established procedures for scheduling, communications, and record-keeping. We've got processes for a reason, and sticking to them keeps everything consistent and compliant.
- Accuracy of data entered into the LMS
- consistent use of templates for emails and documents
- no audit findings related to incorrect record-keeping
- your manager rarely needs to correct your process steps.