Job Description

The Client Enablement Manager is the primary liaison between Skills Office Network Ltd (SON) and its Training Provider Partners. This role is crucial for ensuring the successful onboarding, ongoing compliance, and quality assurance of the Partner's apprenticeship provision. The Client Enablement Manager acts as a trusted advisor, coordinating the delivery of SON's expert guidance, back-office support, and resources, all while promoting the Partner's accountability for data accuracy, regulatory adherence, and operational outcomes.

Key Responsibilities

Partner Onboarding and Relationship Management:

Implementation & Coordination: Lead the Partner onboarding process, including the delivery of initial Aptem training, system implementation, configuration, and the development of a tailored action plan with key dates and responsibilities.

Liaison & Communication: Act as the dedicated primary liaison for the Partner, providing guidance and oversight throughout the engagement.

Guidance and Compliance: Proactively guide partners on compliance requirements, quality assurance, and best practices within apprenticeship provision, referring to internal subject matter experts to deliver specialist advice.

Strategic Planning: Deliver and review the 12-month implementation roadmap with the Partner, ensuring key milestones are met and building Partner capability and confidence during the onboarding and delivery phases.

Contract Review & Quality Assurance: Host scheduled contract review meetings (frequency based on Partner model) to guide the Partner on compliance maintenance and quality assurance.

Performance Reporting: Present monthly audit reports (for applicable Partner models) summarising performance metrics and key observations for continuous partner improvement.

Operational Issue Management: Manage and resolve day-to-day operational queries and service issues efficiently. Ensure timely escalation of complex or out-of-scope issues to the Head of Partner Relations/ JB when necessary.

Programme Build Guidance Provide direct, hands-on guidance and training to the Partner's staff during their first attempt at building onboarding and delivery programmes within Aptem (covering structure, sequencing, compliance alignment, and learner journey design).

Readiness Support: Coordinate strategic guidance and readiness support for formal inspections/reviews (e.g., Ofsted, DfE Assurance Reviews), including documentation checks and compliance recommendations.

Resource Management: Manage and facilitate the Partner's access to the shared materials on the dedicated SharePoint site, ensuring it remains the sole approved location for SON-related content.

Updates and Guidance: Ensure Partners receive timely reminders and guidance regarding updates to DfE Funding Rules and other relevant regulatory changes, highlighting key amendments and recommended actions.

Accountability and Risk Mitigation:

Promote Partner Accountability: Consistently reinforce the Partner's full accountability for:

The accuracy and completeness of all programme content, data (learner/employer/ILR), and documentation (e.g., Controls Questionnaire, QIP, SAR, safeguarding records).

The final structure, content, and deployment of all programmes and policies.

All regulatory, funding, and inspection outcomes.

Commercial & Service Boundary Management:

Clearly and consistently communicate the boundaries of the various client Support Packages available, ensuring partner expectations are aligned with contractual SLAs.

Proactively identify partner requests for support or services that fall outside of the agreed-upon SLA.

Document and raise out-of-scope requests to the Head of Partner Relations to enable scoping, quoting, and commercial management.

Maintain accurate and timely documentation of all partner interactions, services delivered, and service boundary discussions

Compile, maintain, and submit routine reports detailing key metrics on partner engagement, SON service utilisation, and relationship status

Participate in internal quality meetings and reviews, providing feedback from the partner perspective to help refine and improve the various packages/ service offerings.

Essential Skills and Experience:

Highly organised, proactive, proficient in managing multiple partner relationships and ability to manage multiple priorities and deadlines across a demanding caseload.

Proactively identifies and addresses potential partner needs and operational issues to prevent escalation.

Sector Expertise, deep knowledge of the UK apprenticeship landscape and regulatory compliance requirements from the DfE and Ofsted.

Proven experience in a customer-facing or partner support role, responsible for day-to-day relationship management.

Excellent verbal and written communication, presentation, and training skills, with the ability to convey complex regulatory information clearly and effectively.

Strong commercial acumen, including a deep understanding of Service Level Agreements (SLAs) and contractual scope. Comfortable leading professional, firm, yet fair conversations with partners regarding service boundaries and expectations.

Confident user of e-portfolio/MIS systems (e.g., Aptem) and shared platforms (e.g., SharePoint, Teams).

Collaborative and supportive, able to work effectively with internal teams (Data, Curriculum, Delivery)

Positive can-do attitude and the ability to take full accountability for performance and delivery of contracts and meeting deadlines.

Can follow direction explicitly and can navigate through challenging conversations and handle challenges with clients and stakeholders.

Preference for candidates within commutable distance to Derby to support partner(s) on site

Job Types: Full-time, Permanent

Pay: 40,000.00 per year

Benefits:

Bereavement leave Company pension On-site parking Private dental insurance Private medical insurance
Work Location: Hybrid remote in Derby DE24 8RF