Success Coach

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Multiverse is at an exciting juncture, one that requires transformation of both scale (10,000 to 100,000 apprentice learners) and technology (recognising potential of our expanded product, platform and AI offerings). Success in the short to mid-term will be defined by how well we execute against our strategy, how capable we are to continuously improve core operating metrics and process and how supported our 300+ coaches are to have a daily, positive impact to our apprentices and learners. As a Post-Gateway Success Coach, your primary focus will be on providing essential support and guidance to our apprentices as they prepare for their End Point Assessment.

You will play a pivotal role in supporting our learners as they transition from on-programme learning to the successful completion of their End Point Assessment (EPA). You will be responsible for ensuring that learners are well-prepared, motivated, and engaged throughout this critical phase of their apprenticeship. Your role involves tracking engagement, facilitating EPA preparation, providing 1:1 support to Apprentices and, when needed, facilitating resubmissions experiences. Additionally, you will play a crucial part in moderating relevant forums and escalating challenges when necessary. Your efforts will help learners succeed in their EPA and continue their journey toward professional growth.

Specifically, you will:

• Develop and oversee all post-gateway communications, experiences and escalations for Learners focusing on an ultimate success metric of timely End Point Assessment pass.

• Monitor the engagement of all apprentices in your assigned caseload and develop scalable intervention strategies to ensure Apprentices stand the best chance of succeeding.

• Work closely with the Certification Operations team to ensure accurate forecasting of exam volumes and act as a main point of contact for Apprentices requiring resubmission support.

• Act as a first port of call for inbound apprentice queries including offering 121 support for Apprentices seeking additional guidance on the EPA process. Turn key trends into async resources accessible via the Multiverse Community Hub.

• Share insights with the wider Multiverse Delivery team relating to EPA-specific trends and opportunities to enhance timely, first time pass rates.

About you

• You deliver large well-defined tasks and contribute to solutions with more ambiguous scope. You identify which problems need solving and often own the implementation of the solution.

• You are results orientated with a data-driven approach. You’re comfortable using data to drive decision making and hold people accountable to achieve outstanding results.

• You have excellent verbal and written communication skills and are able to work effectively with people at all levels, in all departments both internally and externally.

• You’re comfortable with change in the pursuit of continuous improvement and willing to do go the extra mile to get the job done

• You have excellent communication and active listening skills, and a collaborative mindset

• You are deeply passionate about promoting social mobility and equity, and you believe in the transformative power of education to create opportunities for all. You are dedicated to inspiring individuals from diverse backgrounds to pursue careers in AI and contribute to positive societal change.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.