Senior Learner Support Coach
Learning Curve Group
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Benefits offered by this job
Job summary
Learning Curve Group in Cardiff is seeking a Senior Learner Support Coach (Student Services) to lead the Learner Support team and ensure high-quality service to learners, parents and customers.
You will deliver module-based training, embed new processes via coaching, monitor KPIs, and coordinate resources to maximise enrolments and conversion to meet SLAs. This permanent, full-time role offers a 36-hour week, fixed salary of £26,000, and a benefits package.
Qualifications
- Extensive knowledge of Learner Support policies across academy types.
- Experience with Salesforce CRM and Microsoft Office packages.
- Attained or working towards a relevant professional qualification.
- Excellent organisational, communication and people skills.
Responsibilities
- Oversee the learner support team and promote a positive culture.
- Deliver training modules and coach staff to embed new processes.
- Monitor KPIs and ensure resources maximise enrolments and conversions.
- Act as SME for learner support queries and escalate where required.
- Manage day-to-day activities and bursary requirements across academies.
Skills
Education
Tools
Job description
Senior Learner Support Coach
VN5827
Cardiff
Permanent
36.00
Monday - Thursday: 09:30-16:30
Friday - 08:30-15:30
£26000
£26000
Reporting to the Manager of Learner Support, the Senior Learner Support Coach (Student Services) serves as the central point of contact for the Learner Support team. This role involves providing advice and guidance, ensuring the team delivers an excellent standard of service to learners, parents, and customers. You will assist with the delivery of module-based training to new and existing staff members and help embed new processes through coaching and review sessions. Through monitoring daily KPIs, you will ensure resources are correctly placed to maximize results in enrolment numbers and conversion to achieve our SLAs.
- Oversee the team of learner support staff within the department, working closely day-to-day, promoting a positive culture, and leading by example.
- Undertake all activities of a Learner Support Coach as required and complete tasks to a high standard.
- Act as an SME and trusted advisor to the team on all learner support-related queries and be a point of reference for complex issues, providing guidance and taking escalated calls where required.
- Prioritise team activities and workload, including team rotas and task allocation, ensuring maximum utilisation of time and benefits to achieve key objectives and targets.
- Work with the LS Manager to complete 1:1's and regular performance reviews and provide constructive feedback to enhance team performance, celebrate success and address any issues promptly.
- Ensure training and development plans for new and existing staff members are followed and carried out in accordance with their personal development plans.
- Support the design and development of training modules and material as directed by the Student Services Director and Manager of Learner Support, ensuring content is kept current as the business evolves.
- Conduct call/content reviews and training sessions with newer team members to identify areas requiring further training and to celebrate successes.
- Manage day-to-day KPI activities in real-time, using NVM software to monitor office-based and remote teams for productivity and adherence.
- Support the Manager of Learner Support with training needed to achieve continuous development across the team, aiming to meet targets in quality, enrolment volumes, conversion rates, etc.
- Manage ITR and training plans for new starters, including access to required software, delivery of training sessions, and review of progress and performance.
- Conduct audit checks on enrolments to ensure forms are completed correctly and evidence is requested and collected.
- Act as a Bursary SME, supporting with bursary requirements across the academies.
- Handle call escalations - dealing with complex calls, complaints, and escalated calls from learners and NOK where required.
- Act as a primary point of contact for internal and external teams (i.e. BDOS, ROMS, Academy Managers etc), providing expert guidance on learner support matters.
- Maintain expert knowledge regarding Academy offers and USPs across areas of responsibility (Academies) and develop productive working relationships with function leaders at LCG.
- Conduct your role in line with the company values and expected behaviours
- Promote equal opportunities and recognition of diversity throughout the company
- Comply with the Safeguarding, Prevent and Health and Safety Policies and be vigilant to potential concerns and risks at all times
- Ensure confidentiality and professionalism at all times.
- Provide learners, customers and colleagues with support, advice guidance as part of your everyday role
If the working hours, days or times don't quite meet your needs please contact us to see if we can accommodate working flexibly.
We can provide this advert in an additional format if required.
We love to develop our people so even if you don't meet 100% of the essential criteria, we strongly encourage you to apply.
- Excellent organisational skills
- Excellent time management skills
- Responsible and adaptable attitude with strong interpersonal skills and the aptitude to motivate staff.
- Effective problem-solving skills and ability to communicate with people at all levels, both verbally and in writing
- Established positive working relationships with colleagues within Student Services and across the academy types
- Extensive knowledge of current Learner Support policies and procedures across all academy types (Military, Hair & Beauty, Construction) including 16-19 Student Bursaries and supporting learners with EHCP.
- Up to date knowledge of Salesforce CRM, (including how this works across 3 academy types) and Microsoft packages.
- Attained or working towards a relevant professional qualification.
There are many reasons that make Learning Curve Group a fantastic place to work!
Although we have some great benefits, we know that one of our biggest perks is the incredible People & Culture we have been lucky enough to create. Don't just take our word for it though, you can hear from some of our Purple People here.
- 36-hour working week for all full-time employees. For many colleagues, this means an early finish at 3:30 pm on a Friday!
- 26 days annual leave plus bank holidays
- Option to buy or sell up to 5 days annual leave each year
- Additional annual leave entitlement linked to length of service from 2 years
- Westfield Health cashback healthcare scheme
- Enhanced family leave
- Tech Scheme
- IKEA Benefit Scheme
- Cycle to Work Scheme
- One paid volunteering day per year
- Exclusive retail, lifestyle, and education discounts
- Uniform provided
- Access to a range of learning and development opportunities
- Employee recognition initiatives and wellbeing support
- Electric Car charging points
- Free fruit, Coffee and Tea
- Onsite Shower
- Prayer room on request or list of nearest available places of worship
You're unique - and we love that about you. As an equal opportunity employer, we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
Don't just take our word for it though! Our commitment to a number of covenants and pledges will show you just how serious we are about equal opportunities for all.
Learning Curve Group stand against hair discrimination in the workplace and champion the right for our Purple People to embrace Afro-Hairstyles including including, but not limited to, afros, locs, twists, braids, cornrows, fades, hair straightened through the application of heat or chemicals, weaves, wigs, headscarves, and wraps.
Disability Confident Leader status is the highest level of the scheme. It is awarded to organisations that act as champions for the rights of disabled people within their networks and who lead the way to help other businesses to become disability confident. At LCG we understand the need to remove barriers to create a level playing field. That's why if you require any reasonable adjustments to the interview and/or workplace, we welcome a discussion.
12% of our entire workforce are veterans of the armed forces and as such as its only right we show our support by pledging to the Armed Forces Covenant. It is a promise to those who serve or who have served, and their families, which says we will do all we can to ensure they are treated fairly and not disadvantaged in their day-to-day lives. As part of this promise, Reservists will receive an additional 10 days paid leave to attend training.
- Domestic Abuse Covenant
- Care Leaver Covenant
- Working Chance
- Ban the box
Learners are at the centre of everything we do so we are committed to safeguarding and promoting their welfare. This means for some of our roles, we need to carry out certain checks to ascertain someone's suitability for working with learners.
As this role will not include regulated activity with learners, a DBS is not required. However, you will be required to provide satisfactory references and prove their eligibility to work in the UK.
Vocational
1 year
31 Oct 2026
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