About The Role

About the Opportunity

The role

The Apprenticeship Experience Manager is a management role responsible for the operational management, quality assurance, and regulatory compliance of NU London's degree apprenticeship programmes within the Success Manager Team. Reporting to the Director of Business and Partnership Development & Apprenticeships, this post holder provides direct line management to the Success Manager team and holds accountability for programme compliance, learner success outcomes, and continuous quality improvement across the full apprenticeship portfolio.

This is a role that requires an experienced, credible manager who can operate with both managerial oversight and operational rigour. The post holder must bring demonstrable management experience, a strong understanding of the apprenticeship regulatory landscape (DWP/ESFA, Ofsted, OfS), and the confidence to make decisions, manage risk, escalate appropriately, and drive a culture of quality and accountability within their team.

The successful candidate will be expected to establish and embed structured management practices from day one — including regular quality audits, clear performance frameworks, escalation protocols, and data-led oversight of apprentice and employer engagement.

Duties and Responsibilities

Line Management and Team Leadership

The post holder holds full line management responsibility for the Success Manager team and is accountable for team performance, professional development, conduct, and wellbeing.

Provide structured, consistent line management to all direct reports including regular one-to-ones, annual appraisals, mid-year reviews, and probation processes in line with NU London HR policy.
Set clear individual and team performance expectations, using KPIs, targets, and quality standards as the basis for objective-setting and performance review.
Manage underperformance promptly and constructively, using NU London's performance management framework and seeking HR guidance where required; escalate to the Director where formal processes are warranted.
Identify and address individual and team development needs, commissioning (with Director approval) or facilitating training and CPD aligned to both operational requirements and personal growth.
Foster a high-performance team culture underpinned by accountability, collaboration, and continuous improvement — where quality is a shared value, not a compliance function.
Manage team workload and resource allocation, including absence cover, caseload distribution, and contingency for periods of transition or high demand.
Maintain and regularly review a Workload Allocation Model (WAM) for the SM team, ensuring caseloads are fairly distributed, EPA and break-in-learning weighting is accounted for, and capacity is proactively managed ahead of intake and completion peaks.
Lead team meetings, briefings, and away days with a structured agenda and clear outcomes; ensure team communication is regular, transparent, and two-way.
Act as a visible, credible manager who models the professional standards expected of the team and provides a clear point of escalation within the directorate.

Quality Assurance and Compliance

The post holder is the operational lead for quality and compliance within the Success Manager function, ensuring all apprenticeship delivery activity meets regulatory requirements and NU London's internal quality standards.

Design, implement, and maintain a structured quality assurance framework for all Success Manager outputs, including tripartite reviews, LSP reviews, employer reports, gateway preparation, and records management.
Conduct regular, scheduled quality audits of SM work — at minimum monthly — providing written feedback, identifying patterns and systemic gaps, and escalating material compliance risks to the Director and Head of Operations and Quality Lead.
Maintain an up-to-date working knowledge of DWP/ESFA funding rules, Ofsted's Education Inspection Framework (EIF), OfS conditions of registration, and End Point Assessment requirements; ensure all team processes are aligned.
Own and maintain the team's Standard Operating Procedures (SOPs), ensuring these are current, compliant, version-controlled, and embedded in practice — not simply documented.
Lead the team's contribution to the annual Self-Assessment Report (SAR) and Quality Improvement Plan (QIP), providing accurate, evidenced input on the Success Manager function.
Ensure all apprentice records are complete, accurate, and compliant at all times; proactively identify and resolve record-keeping gaps before they create compliance exposure.
Support and coordinate the team's preparation for external inspection or audit activity (Ofsted, DWP/ESFA, OfS), ensuring evidence is available, staff are briefed, and the function presents robustly.
Monitor and report against apprenticeship compliance metrics including off-the-job hours, review completion rates, break-in-learning activity, withdrawal rates, and achievement rates — with analysis of root cause where targets are not met.

Risk Management and Escalation

The post holder is responsible for maintaining a clear escalation structure within the Success Manager function and for ensuring that risks to apprentice or employer programme success are identified early and managed effectively.

Operate and maintain a RAG-rated risk monitoring system for all active apprentices, ensuring the team applies it consistently and that escalation triggers are clearly defined and acted upon.
Take direct ownership of high-risk or complex cases escalated from the Success Manager team — including at-risk apprentices, employer disengagement, safeguarding concerns, or potential non-compliance — and coordinate appropriate responses.
Establish clear escalation protocols for the team covering: employer relationship breakdown, apprentice welfare concerns, data compliance issues, programme delivery failures, and complaints; ensure all SMs understand and apply them.
Provide timely escalation to the Director where risks exceed the post holder's authority to resolve, or where institutional decisions are required.
Act as the team's Designated Safeguarding Officer (DSO), maintaining current training and ensuring safeguarding concerns are handled in line with NU London policy and statutory requirements.
Ensure PREVENT, H&S, DEI, and welfare duties are embedded in the Success Manager role and that the team engages employers and apprentices on these topics routinely and effectively.
Monitor and respond to trends arising from learner focus meetings, survey data, employer feedback, and review activity; provide structured analysis to the Director and to governance committees as required.

Apprenticeship Programme Operations

The post holder oversees the operational delivery of all Success Manager activities across the apprenticeship portfolio, ensuring consistent and compliant programme management throughout the learner journey.

Ensure the Success Manager team delivers all stages of the apprenticeship journey in accordance with DWP/ESFA and NU London requirements: induction, tripartite reviews, LSP reviews, off-the-job monitoring, gateway, and EPA preparation.
Maintain and oversee the employer reporting function, ensuring all reports are completed by SMs within agreed SLAs and that employer feedback is captured, acted upon, and fed into quality processes.
Oversee the processing of all Changes in Circumstances — including breaks in learning, withdrawals, extensions, and exceptional circumstances — ensuring these are handled accurately, promptly, and in line with funding rules.
Manage the team's central inbox, establishing a rota and SLA framework to ensure all employer and apprentice queries receive timely, professional responses.
Oversee the operational coordination function across the SM team, including EPA scheduling and administration, Maytas compliance and data integrity, induction and onboarding logistics, and cross-team administrative workflows; ensure these functions are properly resourced and managed, including through any interim arrangements during periods of team transition.
Ensure the Success Manager team is adequately briefed and supported on all active programmes, including programme-level changes, EPA requirements, and new cohort activity.
Collaborate with the Director, Business Development Professionals, Operations and Quality Team, and academic teams on new programme development, employer onboarding, and portfolio changes, providing operational insight from the SM function.
Report on KPIs and team performance to the Work-Related Learning Programme Committee (WRLPC) and other governance forums as required, providing accurate data and clear narrative.

Employer and Stakeholder Engagement

Act as a senior point of contact for employer partners in complex or escalated cases, bringing resolution authority and relationship management expertise that goes beyond the Success Manager function.
Conduct employer relationship reviews where required, including where account health is at risk, where escalation has occurred, or where strategic partnership development is needed. Represent NU London at employer forums, partnership events, and external engagement activities as directed by the Director.
Support employer partners in understanding their statutory responsibilities within the apprenticeship, including safeguarding, PREVENT, and off-the-job obligations.

General Responsibilities

Adhere to the General Data Protection Regulation (GDPR), the Data Protection Act 2018, and NU London's information governance policies. Participate fully in the University appraisal process, taking personal responsibility for CPD and professional development.
Contribute positively to the wider directorate, supporting colleagues and the Director in achieving strategic and operational objectives.
Carry out such other duties, commensurate with the seniority of the post, as may be assigned by the Director 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.

[E] = Essential | [D] = Desirable

Qualifications

Honours degree or equivalent professional/vocational qualification [E]
Postgraduate qualification (e.g. MBA, MA, MSc) or equivalent Level 7 achievement [D]Management qualification at Level 5 or above (e.g. CMI, ILM) or demonstrable equivalent CPD [E]
Fellowship of the Higher Education Academy (FHEA/SFHEA) or working towards [D]
GCSE Maths and English at Grade C/4 or above (or equivalent) [E]

Experience

Minimum three years' direct line management experience, including managing the performance, development, and conduct of a team [E]
Demonstrable experience of managing to formal HR processes (performance management, probation, disciplinary, absence) with appropriate HR support [E]
Substantial experience of apprenticeship delivery and/or management within Higher Education or Further Education [E]
Direct experience of DWP/ESFA funding rules, compliance requirements, and audit/inspection processes [E]
Experience of working within or alongside Ofsted-inspected provision, including contribution to SAR/QIP processes [E]
Experience of End Point Assessment coordination and gateway processes [E]Experience of designing or implementing quality assurance frameworks, SOPs, or compliance monitoring processes [E]
Experience of managing complex or escalated casework (employer relationship issues, apprentice risk, safeguarding referrals) [E]
Experience of OfS regulatory requirements or degree-awarding body compliance [D]

Skills and Knowledge

Strong analytical and data literacy skills; able to interpret management information and use it to drive decisions and improvements [E]
Excellent written and verbal communication skills, including the ability to produce formal reports, compliance documents, and stakeholder correspondence to a high standard [E]
Ability to design and implement structured management processes and embed them in team practice [E]
Sound understanding of safeguarding legislation and duties relevant to the post, including Prevent [E]
Strong working knowledge of the apprenticeship funding and regulatory framework Confident decision-maker who can act with authority, escalate appropriately, and manage competing priorities [E]
Proficient in relevant systems and platforms (e.g. CRM, MIS, reporting tools, Microsoft 365) [E]

Personal Attributes

A credible, confident people and process manager who leads by example and commands respect through expertise and consistency [E]
High personal standards of accuracy, rigour, and accountability [E]
Resilient and solutions-focused under pressure, with the ability to manage ambiguity and competing demands [E]
Commitment to equality, diversity, and inclusion in all aspects of the role [E]
Committed to continuous professional development — own and others' [E]

About Business and Partnership Development & Apprenticeships

The Business and Partnership Development & Apprenticeships directorate leads the design and delivery of work-related learning. The team currently delivers a growing portfolio of work-related learning programmes – predominantly Level 6 Apprenticeships and new Apprenticeship Units – across a portfolio spanning digital transformation, data science, artificial intelligence, transport planning and project management.

Additional Information

Enquiries Informal enquiries may be made to Emma Kelly (emma.kelly@nulondon.ac.uk). However, all applications must be made in accordance with the application process specified.

Application process

Participation in the equal opportunities section is encouraged, but voluntary. Applications must include a covering letter of no more than one page and a full curriculum vitae. The panel will be shortlisting for this position on a rolling basis so please apply as soon as possible.

Position Type

General Administration

Salary Range

£45,000 - £50,000 depending upon experience

Additional Information

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 University’s 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 thinkers. NU London is growing quickly, offering opportunity and growth for our staff. Currently hosting 1,500 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.

Enquiries

Informal enquiries may be made to

Emma Kelly

They can be reached at the following

[email hidden]

However, all applications must be made in accordance with the application process specified.

Application process

Applications should be made by 00:00 on the job posting's end date (if applicable).

Participation in the equal opportunities section is encouraged, but voluntary.

Applications must include a covering letter of no more than one page that addresses the criteria for the role and a full curriculum vitae.

The panel will be shortlisting for this position on a rolling basis so please apply as soon as possible. We reserve the right to close this post before the closing date if we receive a large number of applications.

Please note all employees of Northeastern University London are required to undergo at least a basic DBS check. Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of our students and staff, and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and Ofsted requirements. You must adhere to the above if you are offered a role with NU London.

For staff’s own wellbeing, for part time roles, the expectation is if you have multiple roles, they should not exceed full time (37.5 hours per week), and for full time roles, the expectation is that this will be your only role (apart from intermittent roles).

Applications are welcome from all sections of the community and will be judged on merit alone. We welcome applications from all underrepresented groups, including the Global Majority. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.