Success Manager Coordinator

The role

Northeastern University London (NU London) wishes to appoint a Success Manager Coordinator who will play a crucial operational and administrative role in supporting the delivery of Degree Apprenticeships and other work-based learning programmes at NU London. Reporting to the Director of Business and Partnership Development & Apprenticeships this role will provide essential coordination of and administrative support to our team of Success Managers enabling them to focus on their core responsibilities of apprentice progression and employer relationship management.

The Success Manager Coordinator will act as the operational backbone of the team managing administration coordinating processes facilitating communication and ensuring compliance with regulatory requirements.

This role requires someone who is highly organized detail-oriented and comfortable working across multiple systems and with multiple stakeholders. Using excellent personal skills you will work collaboratively with the Success Managers the Operations and Quality team and the wider apprenticeship department to ensure seamless delivery of quality apprenticeship programmes.

Duties and Responsibilities

Administrative Oversight

• Manage the central inbox and coordinate responses to ensure timely handling of enquiries

• Manage and maintain monitoring systems such as Canvas and Maytas to track apprentice progression reviews and key milestones

• Support data analysis and reporting on apprentice progression completion rates and team KPIs

• Coordinate registration processes and information management for multiple cohorts of apprentices

• Coordinate completion and submission of routine employer reports as per Service Level Agreement (SLA) requirements

• Manage documentation and record-keeping systems to ensure accuracy and accessibility

• Ensure Data Protection and GDPR compliance in all record-keeping and communication activities

• Ensure data accuracy and compliance

• Prepare reports and documentation for meetings as

• Support with minute taking of meetings

Stakeholder Communication & Escalation

• Act as a liaison between Success Managers and wider university teams on operational matters

• Coordinate communication flows between Success Managers Business Development team and Operations/Quality Assurance

• Support coordination of responses to apprentice and employer enquiries that require cross-team collaboration

• Escalate safeguarding incidents and other critical issues to appropriate senior staff in accordance with university procedures

Quality Assurance & Compliance

• Monitor completion of Off-The-Job (OTJT) training hours in Maytas and coordinate escalation of issues

• Ensure apprentice records meet compliance requirements and support audit preparation

• Coordinate and track completion of employer Service Level Agreement (SLA) requirements

• Maintain and update Standard Operating Procedures (SOPs) for the Success Manager team ensuring all processes are clearly documented and accessible

• Support the team in maintaining compliance with Ofsted requirements and university policies

Programme Support

• Support the delivery of apprentice induction weeks and bootcamp sessions

• Support the coordination of Gateway documentation processes for End Point Assessment

• Facilitate and coordinate apprentice and employer survey distribution and collection

General Responsibilities

• Work collaboratively with internal teams departments and external stakeholders

• Provide professional and timely responses to queries received via email or telephone

• Participate in the University appraisal process and take responsibility for identifying your own professional and career development needs

• Foster a positive work environment with good team spirit with learner experience at the forefront of all efforts

• Adhere to General Data Protection Regulations and the Data Protection Act

• Such other duties commensurate with the grading of the post which may be assigned by the Director of Business and Partnership Development & Apprenticeships or their nominee

Person specification criteria

To undertake this role the following should apply should you not have the experience below please do highlight where transferrable skills would assist with you undertaking the role.

Qualifications

• Honours degree or equivalent professional qualification and/or vocational qualification E

General Responsibilities

• Experience in coordination administrative management or operational support roles preferably within Higher Education or apprenticeship delivery E

• Demonstrable experience using Learner Management Systems or similar database/tracking systems E

• Experience in developing and maintaining standard operating procedures or process documentation D

• Understanding of apprenticeship delivery regulatory requirements or work-based learning D

• Strong attention to detail with excellent record-keeping and documentation skills E

• Excellent communication skills (both verbal and written) with ability to liaise effectively with diverse stakeholders E

• Solid problem-solving skills with ability to troubleshoot system issues and find practical solutions E

• Strong organizational and project management skills with ability to cope with multiple priorities simultaneously managing workload and exercising excellent time-management in order to meet deadlines E

• High degree of professionalism and personal integrity; ability to exercise complete discretion and maintain confidentiality E

• Excellent knowledge of Data Protection and GDPR requirements E

• Proven ability to work autonomously and as part of a team E

• Willingness and capacity to undertake continuous professional development E.

About the University

Northeastern University London (NU London) is a prestigious higher education institution based in the heart of London and is part of Northeastern Universitys global campus network.Overlooking the River Thames near Tower Bridge NU London offers academically challenging educational programmes designed to inspire innovative thinking encourage interdisciplinary study and provide global experiences. The bright and modern campus offers award winning contemporary facilities for students and staff including state of the art audio visual technology in its teaching and meeting spaces.

Inspired by excellence infused with an energy of ideas and ability in motion at NU London being a part of our staff is to be a part of a collective of entrepreneurs and educators builders and London is growing quickly offering opportunity and growth for our staff. Currently hosting 1500 students our aim is to have 4000 students by 2028/29.

Choose NU London

As well as the exciting opportunities this role presents the University supports staff maintaining a good work/life balance your health and wellness are of utmost importance to us and our offerings encompass:

• 25 days annual leave plus 8 bank holidays and winter break holidays (normally 2 days between Christmas and New Year).

• Access to personalised Continuous Professional Development (CPD) plans and opportunities.

• Support with private medical insurance.

• Eye test reimbursement.

• Cycle Scheme vouchers.

• 24/7 employee assistance/ support via our Employee Assistance Programme.

• Access to deals and discounts for food & shopping in the local area.