Mercury Training Services Ltd
Delivery Manager - Apprenticeships
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Delivery Manager - Apprenticeships
The opportunity This is the role that holds the delivery team together. As Delivery Manager, you don't just monitor quality — you raise it. You'll lead, coach and develop a team of Skills Coaches, turn compliance into a competitive advantage, and make sure every learner stays on track from sign-up to a confident pass at gateway. If you like ownership, you'll have plenty of it: KPIs, people management, quality, functional skills, ALS and EPA all sit with you. If you like impact, you'll see it in the achievement rates, the audit results and the careers of the coaches you grow. And there's a clear path — strong delivery in probation moves you onto the full salary band, and the role is built to keep stretching from there.
What you'll own A focused, high-accountability remit. The headlines: • Raising the quality of teaching, learning and assessment (TLA) across the team • Holding Skills Coaches to their critical KPIs — and helping them smash them • Driving timely completion and pin-sharp PPED accuracy • Excellent site-visit attendance and high-quality learner reviews, every time • Continuous Ofsted EIF and DfE audit-readiness — never a scramble • First-line intervention with line managers, learners and clients when concerns arise • Mentoring and developing your team of Skills Coaches • Full people-management responsibility for your team — investigations, one-to-ones, performance management, training and CPD records • Compliance with the functional skills strategy and effective use of FS workshops • Management of Additional Learning Support (ALS) for every learner who needs it • EPAO account management, EPA bookings and exam compliance, alongside the Quality Operations Manager Where the line sits: this role doesn't own SAR/QIP, lead IQA strategy, or design new curriculum — but you will update existing curriculum resources and drive programme improvements.
Key Responsibilities Delivery leadership & team support Lead and support Skills Coaches on day-to-day delivery expectations, standards and performance. Mentor Skills Coaches to build capability, consistency and best practice. Drive accountability across the team for:– PPED accuracy– Excellent, timely learner reviews– Attendance and quality of site visits– Timely completion and progress Build a high-performance, learner-centred culture focused on quality and outcomes. Ensure staff follow organisational policies, expectations and delivery standards.
Quality of teaching, learning & assessment Conduct robust delivery audits — learner files, session documentation, tracking evidence and admin compliance. Lead OTLA observations and give constructive, developmental feedback. Ensure coaches deliver planned site visits, record attendance correctly and maintain high quality evidence. Spot early risks to quality or learner progress and put intervention strategies in place fast. Keep the team in continuous Ofsted EIF and DfE audit-readiness.
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Curriculum updates & programme improvement Update existing curriculum materials, schemes of work, session plans, activities and resources as needed. Support coaches with curriculum adjustments, keeping them accurate and aligned to current standards. Escalate curriculum concerns or improvement needs to the Quality Operations Manager. Keep delivery resources relevant, accurate and compliant.
Functional skills Ensure all delivery staff meet the compliance requirements of the functional skills strategy. Monitor that FS workshops are actively booked and used by coaches and learners. Track and monitor PPED for functional skills where learners are over 7 months in length. Identify learners at risk of delayed FS achievement and intervene early. Work with the Data Manager to report on FS progress and flag concerns. Ensure coaches embed functional skills support within delivery and reviews.
Additional Learning Support (ALS) Hold overall responsibility for managing ALS for every learner who needs it. Ensure ALS needs are identified at onboarding and throughout the learner journey. Oversee appropriate support strategies and reasonable adjustments. Monitor the effectiveness of ALS provision and ensure it is documented and evidenced. Ensure compliance with ALS funding requirements and accurate recording on BUD. Work with coaches to embed ALS into delivery and reviews. Liaise with external support providers where specialist intervention is required.
EPAO account management & EPA compliance Work with the Quality Operations Manager to manage relationships and account management with EPAOs. Oversee the booking of End Point Assessments and functional skills exams, ensuring timely scheduling. Ensure all EPA and exam bookings are compliant with EPAO requirements and internal processes. Monitor EPA readiness across all learners approaching gateway and escalate concerns. Liaise with EPAOs to resolve booking issues, resits and learner queries. Ensure accurate recording of EPA outcomes and maintain audit-ready documentation. Track EPA pass rates and identify trends needing intervention or support.
Performance, KPI management & compliance Monitor delivery performance against monthly KPIs and intervene when required. Oversee and ensure:– PPED tracking and accuracy across all caseloads– High-quality, timely learner reviews– Attendance and completion of site visits– Learners on track for timely completion– Active learning dates and RAG ratings kept current for all delivery staff Improve administrative accuracy and compliance to protect funding integrity and profitability. Work closely with the Data Manager to interpret metrics and respond to risk trends. Break in learning & early leavers Ensure all evidence up to the withdrawal date is accurate and uploaded to BUD. Produce a compliance report confirming no clawbacks from missing or poor-quality evidence. Drive early escalation and targeted intervention for at-risk learners through direct communication with line managers, learners and clients/employers.
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People management Take full people-management responsibility for all Skills Coaches. Run regular one-to-ones with direct reports to review performance, give feedback and support development. Lead investigations, disciplinary processes and grievance procedures in line with company policy. Manage absence, performance concerns and capability issues through the appropriate people processes. Ensure all people-management activity is documented and compliant with employment legislation. Review and sign off team expenses.
People development & mentoring Provide structured coaching and mentoring for Skills Coaches. Develop Skills Coaches in:– TLA– Learner review quality– Site visit delivery– Planning and sequencing– Admin accuracy– Learner engagement and progression Support induction and ongoing development of delivery staff. Foster a culture of professional growth, accountability, consistency and continuous improvement. 10. Communication, learner & client liaison, and intervention Act as the first escalation point for delivery concerns requiring intervention with line managers, learners and clients/employers. Resolve issues relating to learner progress, poor attendance or disengagement, employer complaints and delivery breakdowns. Ensure timely, clear communication across delivery, admin, data, curriculum and safeguarding teams. Cascade operational updates and ensure full implementation across the team. Support delivery meetings, training sessions and standardisation activities. Monitor team calendars, leave and capacity to guarantee stable learner support.
What you'll bring Essential • Experience in apprenticeship delivery or team leadership. • Strong understanding of quality, compliance and TLA. • A proven track record of mentoring and developing Skills Coaches. • Confidence handling escalations with learners, clients and internal stakeholders. • Experience with OTLA observations or quality audits. • Excellent organisational and performance-management skills. • Experience managing people processes, including investigations, disciplinaries and one to-ones. • Understanding of functional skills delivery and compliance requirements. • Knowledge of Additional Learning Support requirements and SEND provisions. • Experience working with EPAOs and managing EPA processes.
Desirable • IQA qualification. • Experience in the security or facilities sectors. • Experience preparing delivery teams for Ofsted inspections or DfE audits. • CIPD qualification or equivalent people-management experience. • SEND qualification or specialist ALS training
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