Retention Coach

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist learners who are at risk of withdrawing, falling behind, or becoming disengaged from their apprenticeship.

• Manage a caseload of learners who are considered at risk.

• Conduct structured intervention discussions to identify underlying issues and establish recovery plans.

• Aid learners in overcoming challenges related to workload, confidence, wellbeing, employer support, and personal issues.

• Employ coaching techniques, motivational interviewing, and persuasive communication to avert withdrawals.

• Challenge withdrawal requests as appropriate and explore alternatives before learners exit their programs.

• Develop completion plans and promote progress towards Gateway and End Point Assessment when applicable.

• Support Break in Learning processes and assist learners in resuming their studies.

• Work collaboratively with Coaches, Performance Managers, Customer Success teams, and employers.

• Maintain precise learner records and track engagement and risk indicators.

• Contribute to case reviews and enhance retention strategies.

• Ensure interventions comply with funding, compliance, and audit requirements.

• Report to the Retention Manager.

⛳️ Requirements

• Experience in apprenticeship coaching, learner support, student services, retention, customer success, or a similar learner-facing role.

• Proven experience managing sensitive discussions with disengaged, dissatisfied, or withdrawing individuals.

• Strong skills in coaching, questioning, and motivational interviewing.

• Excellent communication and influencing abilities.

• Capability to build trust and rapport with learners from diverse backgrounds while maintaining a balance of empathy and accountability.

• Strong organizational and caseload management skills.

• Confidence in using learner data, engagement metrics, and risk indicators.

• Resilience and professionalism in emotionally challenging conversations and complex learner situations.

• Collaborative mindset when working with coaches, employers, Performance Managers, and broader delivery teams.

• Keen attention to detail and accurate maintenance of learner records.

• Ability to adhere to funding, compliance, and audit requirements.

• Experience in apprenticeships, further education, or another regulated learning environment (preferred).

• Familiarity with Aptem, BUD, OneFile, or similar learner management systems (preferred).

• Knowledge of apprenticeship funding requirements, Break in Learning processes, and learner compliance (preferred).

• DBS Check is required for all candidates.

🏝️ Benefits

• 25 days of annual leave (plus bank holidays), increasing with length of service.

• Private medical insurance.

• Birthday Leave + Volunteer Day.

• Hybrid working with regular collaboration days at our Wilmslow HQ.

• Continuous professional development and leadership support.

• Enhanced family leave policies.

• Access to mental health and wellbeing support.

• Benefits portal offering access to over 700 deals.

• Regular company-wide events and team socials.