Success Coach FTC

About this role

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era. 6 month FTC 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 (EPA) and resits. You will play a pivotal role in supporting our learners as they transition from on-programme learning to the successful completion of their 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. Additionally, you manage learner escalations and escalate when necessary. Your work contributes to learners succeeding in their EPA and continue their journey toward professional growth. Key Responsibilities • 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 • Simplify administrative processes to maximise your time spent with apprentices to drive customer value • Work closely with the Certification Operations team to ensure any necessary special considerations and documentation relevant to the apprentice are completed in a timely manner • Act as a first port of call for inbound apprentice queries including offering 1:1 support for apprentices seeking additional guidance on the EPA process, turning key trends in their questions into resources accessible to all apprentices. • Share insights with the wider Multiverse Delivery team relating to EPA-specific trends and opportunities to enhance timely, first-time pass rates and reduce technical fails, encouraging What We're Looking For • 2+ years of professional experience in coaching • Exceptional written, verbal and on-camera communication and presentation skills • Practical experience teaching, mentoring or coaching professionals in an academic or commercial environment • Demonstrated mastery of coaching best practices and/or openness to develop in this area • Passion for delivering the best learning opportunities and supporting others on their development journey, passionate about social mobility and equity with continual curiosity in AI and proactively engaging in upskilling. • Experience managing and developing positive stakeholder relationships • Belief in the principles of applied learning: supporting learners to develop the knowledge, skills and behaviours to generate real business outcomes as quickly as possible • Commitment to continuous professional development and staying current with industry trends, e.g. you think about how AI would do a task before starting any process improvement. • You are results orientated with a data-driven approach and ensure you measure success by customer outcomes (e.g. problems solved, number of EPAs successfully passed) rather than just outputs (number of 1:1s or enquiries answered). • You are a Driver, Not a Passenger, taking accountability for outcomes. You own hard conversations where required, and celebrate achievements and positive outcomes of your apprentices. Benefits • Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year • Health & Wellness - private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support • Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month • Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year • Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked! 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. Read our Equality, Diversity & Inclusion policy here . Our Commitment to Safeguarding Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy , our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.