Success Coach / IAG

As a Success Coach, your primary mission is to deliver exceptional information, advice, and guidance (IAG) tailored to the unique needs of adults. Your goal is to support individuals in achieving their personalised objectives and guide them towards successful and timely enrolment. You will provide this guidance through various communication methods, adapting your approach to suit individual preferences. Integrity, passion, and building strong, positive relationships are at the core of your service.

Key Duties and Responsibilities (Implementation):

· Create detailed and high-quality action plans for each client, ensuring they are tailored to individual goals and aspirations.

· Strive for customer satisfaction in all initial interactions.

· Engage with clients across multiple communication platforms, including phone calls, Zoom meetings, emails, and SMS. Utilise these channels effectively to provide timely and relevant guidance.

· Establish, nurture, and manage stakeholder relationships, serving as the main point of contact where appropriate. Build strong connections to enhance the overall support network for clients.

· Carry out associated administrative tasks promptly, including accurate updates in our CRM system. Maintain meticulous records to ensure a smooth workflow and efficient service delivery.

· Collect and analyse management information to evaluate the effectiveness of your service delivery. Use this data-driven approach to refine your strategies and enhance client support.

· Conduct regular and timely audits and reviews of your own records to maintain accuracy and compliance. Stay proactive in identifying areas for improvement and implement necessary changes.

· Proactively manage the flow of IAG delivery sessions, ensuring a high engagement rate among individuals. Facilitate progress according to their intentions, guiding them effectively toward their goals.

Success Measures for Role (Impact):

· Achieve a high retention and progression rate of learners transitioning through IAG that are involved in training/learning.

· Support learners to achieve a positive attitude to learning and life, supporting their progress with robust on-going careers information, advice and guidance.

· Achieve a high level of customer satisfaction.

Pulled from the full job description

• Additional leave


• Company pension


• Flexitime


• Health & wellbeing programme


• Paid volunteer time