Skills Coach - Service Designer Level 6 Apprenticeship

📍 Job Overview

Job Title: Skills Coach - Service Designer Level 6 Apprenticeship

Company: KnowledgeBrief

Location: Remote-first, UK

Job Type: Full-Time

Category: Operations (Apprenticeship and Training Delivery)

Date Posted: October 1, 2026

Experience Level: Mid-Level (2-5 years implied)

Remote Status: Remote-first, UK-based

🚀 Role Summary

• Deliver specialized coaching and mentorship for adult learners pursuing a Level 6 Service Designer Apprenticeship, ensuring adherence to program standards and learner progression.

• Develop and implement tailored learning plans, incorporating on-the-job and off-the-job training to foster practical application of service design principles.

• Manage a cohort of apprentices, conducting regular one-to-one coaching and tripartite reviews with learners and their line managers to monitor progress and provide constructive feedback.

• Create and facilitate engaging learning resources, workshops, and webinars, leveraging service design methodologies to enhance learner understanding and application.

📝 Enhancement Note: This role, while focused on education and service design, is categorized under Operations due to its direct involvement in program delivery, learner management, process adherence, and performance tracking within an apprenticeship and training provider. The "Operations team" mention in the raw description further supports this classification. The emphasis on "applying what they learn and make a meaningful difference in their roles" highlights a strong GTM (Go-To-Market) enablement component, as successful apprentices directly contribute to organizational performance, aligning with broader revenue and business operations goals.

📈 Primary Responsibilities

• Provide personalized, adaptive coaching and motivational support to a cohort of adult learners, tailoring interventions to individual needs and their specific workplace contexts.

• Develop comprehensive individual learning plans (ILPs) that effectively integrate on-the-job experiences with off-the-job learning objectives, ensuring active engagement from learners' line managers.

• Conduct mandatory monthly one-to-one coaching sessions (minimum 30 minutes) and bi-monthly (every 6-8 weeks) tripartite progress reviews involving the learner and their line manager.

• Design, develop, and deliver engaging, subject-specific learning resources, including group workshops and webinars, with a focus on practical application and skill transfer.

• Proactively track learner progress, set clear SMART goals, and prepare apprentices for end-point assessments through targeted feedback, professional discussions, and question-and-answer sessions.

• Identify and address learners at risk of falling behind or disengaging, implementing tailored interventions and maintaining clear communication with team leaders.

• Manage learners on breaks in learning or those experiencing delays, facilitating their return and successful completion of the program.

• Maintain meticulous and up-to-date learner records on the same day as each interaction, ensuring compliance with off-the-job learning requirements and performance targets.

• Refer learners for necessary functional skills support and actively participate in standardization meetings to ensure learning content remains relevant and effective in collaboration with curriculum colleagues.

📝 Enhancement Note: The responsibilities emphasize a structured, process-driven approach to apprenticeship delivery, aligning with operational efficiency and quality assurance. The focus on "SMART goals," "performance targets," and "accurate learner records" highlights the operational nature of the role, requiring meticulous attention to detail and systematic management.

🎓 Skills & Qualifications

Education:

• A relevant qualification at Level 6 or above in Service Design or a closely related field, commensurate with the apprenticeship level.

• Minimum GCSE grades A*-C (or 9-4) in English and Mathematics.

• Desirable: A formal teaching qualification, relevant professional body membership, or qualifications in learning, assessment, or internal verification. Experience:

• Demonstrated experience in delivering training, teaching, or structured learning specifically in service design.

• Proven ability to support learners in practically applying their acquired knowledge and skills within their organizational roles.

• Experience delivering the Service Designer Level 6 apprenticeship is highly desirable.

• Desirable: Experience coaching or mentoring senior management professionals, and strong theoretical knowledge of leadership principles relevant to apprenticeship application. Required Skills:

• Service Design Expertise: Deep theoretical and practical understanding of service design principles, including user-centered design, research and insight gathering, journey mapping, service blueprints, prototyping, and testing methodologies.

• Learner Management & Coaching: Proven ability to plan individual learning pathways, provide constructive and actionable feedback, monitor learner progress effectively, and manage a caseload of adult learners.

• Curriculum Development & Delivery: Skill in developing and delivering engaging learning resources, workshops, and webinars tailored to specific subject matter.

• Performance Tracking & Reporting: Competency in maintaining accurate learner records, monitoring progress against targets, and ensuring compliance with program requirements.

• Stakeholder Management: Ability to effectively collaborate with learners, line managers, and internal curriculum teams to ensure a cohesive and supportive learning experience.

Preferred Skills:

• Apprenticeship Program Expertise: Direct experience with the Service Designer Level 6 apprenticeship framework, including understanding of end-point assessment requirements.

• Leadership Principles: Solid grasp of leadership concepts and their practical application in a business context.

• Adult Learning Methodologies: Familiarity with and application of adult learning theories and best practices in coaching and facilitation.

• Digital Learning Tools: Proficiency in leveraging learning technology platforms for resource delivery and learner engagement.

📝 Enhancement Note: The emphasis on practical application ("apply their learning in practice") and managing a caseload aligns with operational efficiency and program scalability. The requirement for GCSEs in English and Maths is standard for apprenticeship delivery roles, ensuring foundational skills for learners.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Demonstrable examples of successful learner projects where service design principles were applied to achieve tangible improvements in service delivery or user experience within their organizations.

• Learner Progress Documentation: Evidence of structured learning plans, progress tracking mechanisms, and feedback provided to learners, showcasing a systematic approach to development.

• Workshop/Resource Samples: Examples of engaging learning materials, workshop outlines, or webinar content developed for adult learners in service design.

• Performance Metrics: Ability to articulate how learner progress and program success are measured, potentially including completion rates, assessment outcomes, and employer feedback.

Process Documentation:

• Individual Learning Plan (ILP) Design: Ability to create structured ILPs that clearly outline goals, activities, timelines, and stakeholder responsibilities, demonstrating a systematic approach to personalized learning.

• Progress Review Framework: Experience in implementing and documenting regular progress reviews (one-to-one and tripartite) that systematically assess achievements, identify challenges, and set future objectives.

• Record Keeping & Compliance: Commitment to maintaining accurate, up-to-date learner records in line with organizational and regulatory standards, ensuring data integrity and audit readiness.

📝 Enhancement Note: While not explicitly stated as a "portfolio" requirement in the traditional sense, the emphasis on demonstrating "how you have supported learners to apply their learning in practice" and maintaining "accurate learner records" necessitates a portfolio-like approach to showcasing past work and processes. This involves documenting methodologies and outcomes, which is crucial for operations roles focused on process excellence and demonstrable impact.

💵 Compensation & Benefits

Salary Range:

• Up to £37,500 per annum, dependent on experience. Benefits:

• 5.6 weeks of annual leave plus bank holidays.

• Access to an Employee Assistance Programme (EAP) and comprehensive wellbeing support.

• A two-week company closure over Christmas and New Year.

• A remote-first working environment with opportunities for in-person connection.

• Opportunities to contribute to cross-team projects and organizational growth initiatives.

• Dedicated monthly Continuing Professional Development (CPD) time for skill enhancement (post-probation).

• Company sick pay (post-probation).

• Potential opportunities to undertake a chartered management qualification (post-probation). Working Hours:

• Full-time, with an implied standard of 40 hours per week. The remote-first nature offers flexibility in how these hours are structured, within the operational needs of supporting learners and the business.

📝 Enhancement Note: The salary range provided is a maximum, indicating that the final offer will be based on demonstrated experience and qualifications. The benefits package is comprehensive, emphasizing work-life balance, professional development, and employee wellbeing, which are key differentiators for attracting and retaining talent in the operations and education sectors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Education & Training (Apprenticeship and Professional Development Provider)

Company Size: Implied to be a growing organization, likely between 50-250 employees based on the need for specialized roles and a structured operational framework.

Founded: KnowledgeBrief has been established long enough to develop a clear vision and operational model, with a focus on connecting learning to real work. The company's vision emphasizes measurable performance through confident people and practical capability.

Team Structure:

• The role is part of the "Operations team," reporting to the "Apprenticeships Manager." This suggests a structured operational hierarchy focused on program delivery and learner support.

• Close collaboration is expected with "colleagues across curriculum and delivery," indicating cross-functional teamwork is integral to the company's operational model.

• The role requires engagement with "learners, their line managers and colleagues," highlighting a multi-stakeholder operational environment. Methodology:

• Learning Application Focus: KnowledgeBrief's core methodology is connecting learning to real work, ensuring that skills acquired are immediately applicable and drive "measurable performance."

• Personalized Support: The company leverages "specialist expertise, our own in-house learning technology and personalised support" to help individuals apply learning.

• Data-Driven Improvement: The vision implies a data-driven approach to understanding organizational performance and capability through people development.

Company Website: https://knowledgebrief.com/ (Inferred from domain_derived)

📝 Enhancement Note: The company culture is described as "values-driven: inspirational, innovative and authentic, with relationships at the heart of how we work." This indicates a strong emphasis on interpersonal dynamics and a positive work environment, which is crucial for roles involving extensive stakeholder interaction and learner support. The focus on "joy of learning" and "impact" suggests a mission-driven organization.

📈 Career & Growth Analysis

Operations Career Level: This role sits at a mid-level within the operations and delivery function. It requires specialized subject matter expertise (Service Design) combined with pedagogical skills and operational management of a learner cohort. It is not entry-level but also not a senior leadership role.

Reporting Structure: The Skills Coach reports to the Apprenticeships Manager, indicating a clear line of management within the operational delivery team. This structure allows for guidance, performance management, and alignment with broader organizational objectives.

Operations Impact: The Skills Coach directly impacts the company's core mission by enabling individuals and organizations to build critical business management skills. Their success contributes to:

• Revenue Generation: By successfully graduating apprentices, KnowledgeBrief maintains its reputation and attracts new clients/learners.

• Client Satisfaction: Effective coaching leads to positive learner and employer feedback, crucial for client retention and referrals.

• Program Quality & Compliance: Adherence to program standards and successful assessment outcomes directly impact regulatory compliance and the company's standing as a training provider.

• Organizational Performance: The ultimate impact is on the learners' organizations, where improved service design capabilities lead to better customer experiences and operational efficiency.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in Service Design coaching or expand into other related apprenticeship areas.

• Leadership Development: Progress to an Apprenticeships Manager role or similar leadership positions within the operations or curriculum teams.

• Cross-functional Roles: Opportunities to contribute to curriculum development, quality assurance, or business development within KnowledgeBrief.

• Professional Qualifications: Access to undertake a chartered management qualification, enhancing career prospects and strategic business acumen.

• CPD Time: Dedicated time for continuous professional development allows for skill acquisition in areas like advanced coaching techniques, learning technology, or new service design trends.

📝 Enhancement Note: The growth opportunities are well-defined, offering clear pathways for individuals to advance their careers within the specialized field of apprenticeship delivery and operations management, or to transition into broader leadership roles.

🌐 Work Environment

Office Type: Remote-first, UK. This indicates a primary reliance on digital communication and remote collaboration tools, with flexibility for in-person meetings and team connections.

Office Location(s): While remote-first, the role is based in the UK, implying that any in-person connections would likely be within the United Kingdom. Specific physical office locations are not detailed, suggesting a distributed workforce.

Workspace Context:

• Collaborative Environment: The remote-first model necessitates strong digital collaboration skills. While direct physical proximity is limited, the emphasis on "relationships at the heart of how we work" suggests proactive efforts to foster team connection and support through virtual means.

• Operations Tools & Technology: Candidates should expect to utilize various digital tools for communication (e.g., Slack, Teams), project management (e.g., Asana, Trello), learning management systems (LMS), and video conferencing (e.g., Zoom, Google Meet). Proficiency with these is essential for effective remote operations.

• Team Interaction: Opportunities to connect in person are mentioned, suggesting periodic team meetups, training events, or strategic planning sessions that facilitate deeper collaboration and relationship building among operations and delivery staff.

Work Schedule: Full-time employment with a remote-first arrangement provides flexibility. While core working hours may be expected for synchronous communication and learner support, the remote nature allows for greater autonomy in structuring the workday to balance personal commitments with professional responsibilities. This flexibility is critical for effective remote operations management.

📝 Enhancement Note: The "remote-first" designation is key. It implies that while the company provides support and opportunities for in-person interaction, the primary mode of work and collaboration will be digital. This requires a high degree of self-discipline, proactive communication, and comfort with virtual tools from the candidate.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review by the People & Culture Team to assess CV relevance, experience alignment, and basic qualifications. Candidates should highlight their Service Design delivery experience and notice period clearly.

• Interview Stage(s): Typically involves interviews with the hiring manager (Apprenticeships Manager) and potentially other team members or curriculum leads. Expect questions focusing on Service Design expertise, coaching methodology, learner management strategies, and alignment with company values.

• Final Decision & Feedback: A concluding stage to formalize the offer. The company aims for a "timely, transparent, and respectful" process.

Portfolio Review Tips:

• Highlight Practical Application: Focus on case studies that clearly demonstrate how you've helped learners apply service design principles in their actual work environments. Quantify impact where possible (e.g., "improved user satisfaction scores by X%", "streamlined process resulting in Y% efficiency gain").

• Showcase Process Methodology: Prepare to discuss your approach to developing ILPs, conducting coaching sessions, providing feedback, and tracking progress. Be ready to explain the rationale behind your chosen methods.

• Demonstrate Learner Engagement: Provide examples of how you foster a positive and inclusive learning environment, motivate learners, and manage challenging situations or learners at risk.

• Connect to Company Values: Frame your experience and approach in the context of KnowledgeBrief's values (inspirational, innovative, authentic, relationships).

Challenge Preparation:

• Scenario-Based Questions: Be prepared for hypothetical scenarios related to managing difficult learners, addressing employer concerns, or adapting learning content to meet specific workplace needs.

• Service Design Application: You might be asked to outline how you would approach a specific service design challenge with a learner, or to critique a sample learner project.

• Coaching Philosophy: Articulate your coaching philosophy, emphasizing how you empower learners to find solutions themselves rather than simply providing answers.

• Understanding Apprenticeships: Demonstrate familiarity with the apprenticeship model, including the balance between off-the-job learning and on-the-job application, and the roles of different stakeholders (learner, employer, provider).

📝 Enhancement Note: The application process emphasizes practical demonstration of skills and alignment with company values. Candidates should prepare to articulate their coaching methodology and provide concrete examples of learner success, rather than just listing qualifications.

🛠 Tools & Technology Stack

Primary Tools:

• Learning Management System (LMS): Essential for managing learner progress, delivering content, and tracking engagement. Specific platform unknown, but proficiency with common LMS features is key.

• Video Conferencing Platforms: Tools like Zoom, Microsoft Teams, or Google Meet will be crucial for one-to-one coaching sessions, workshops, and team meetings.

• Communication & Collaboration Tools: Platforms such as Slack or Microsoft Teams for daily team interaction, project updates, and internal communication.

• Document Management & Productivity Suites: Microsoft Office 365 or Google Workspace for creating learning materials, reports, and managing documentation.

Analytics & Reporting:

• Learner Progress Tracking Systems: Likely integrated within the LMS or a dedicated operational database for monitoring key performance indicators (KPIs) like completion rates, assessment scores, and on-time progress.

• Reporting Dashboards: Potential use of internal dashboards to visualize cohort performance and identify trends for management.

CRM & Automation:

• CRM System (Potential): May be used to manage employer relationships and learner enrollment data, though not explicitly mentioned.

• Workflow Automation (Potential): While not specified, any automation in record-keeping or reporting would streamline operations.

📝 Enhancement Note: While specific tools aren't listed, the role's remote and operational nature necessitates strong digital literacy. Candidates should be comfortable with a range of online collaboration, learning management, and productivity software. Familiarity with CRM and reporting tools would be advantageous.

👥 Team Culture & Values

Operations Values:

• Inspirational: To motivate learners and colleagues, fostering a positive and engaging learning environment.

• Innovative: To continuously seek new and effective ways to deliver learning and support apprentices, particularly within the service design domain.

• Authentic: To build trust and credibility with learners and employers through genuine interactions and honest feedback.

• Relationships: To prioritize strong, trusting relationships with learners, line managers, and internal teams, recognizing that effective collaboration is key to success.

• Joy of Learning: To embody and promote a passion for continuous learning and development.

• Impact: To focus on creating tangible, measurable improvements for learners and their organizations.

Collaboration Style:

• Cross-functional Integration: Works closely with curriculum and delivery teams to ensure learning content is current and practical.

• Employer Partnership: Engages actively with line managers to align on-the-job learning with apprenticeship goals.

• Learner-Centric Approach: Prioritizes individual learner needs and provides tailored support.

• Proactive Communication: Maintains open lines of communication to keep stakeholders informed of learner progress and potential issues.

• Feedback Culture: Embraces constructive feedback from learners, employers, and colleagues to drive continuous improvement in delivery methods.

📝 Enhancement Note: The company's stated values are deeply embedded in the operational approach, emphasizing a human-centric and results-oriented culture. This is crucial for a role that bridges education, business operations, and personal development.

⚡ Challenges & Growth Opportunities

Challenges:

• Remote Learner Engagement: Maintaining high levels of engagement and motivation among a remote cohort of adult learners, who may have diverse backgrounds and learning styles.

• Balancing Workload: Effectively managing a caseload of apprentices, each with unique needs and progress timelines, while ensuring all operational and administrative duties are met.

• Bridging Theory and Practice: Helping learners consistently apply complex service design concepts to their real-world work challenges, requiring strong coaching and problem-solving skills.

• Keeping Pace with Industry Trends: Staying current with evolving service design methodologies and apprenticeship standards to ensure learning remains relevant and effective.

• Remote Collaboration: Navigating the nuances of remote team collaboration and ensuring seamless communication and support across distributed teams.

Learning & Development Opportunities:

• Service Design Specialization: Opportunities to deepen expertise in niche areas of service design, potentially leading to specialized coaching roles or curriculum development.

• Coaching & Mentoring Skills: Continuous development in advanced coaching techniques, adult learning theories, and motivational strategies.

• Apprenticeship Framework Expertise: Gaining in-depth knowledge of apprenticeship standards, quality assurance processes, and end-point assessment methodologies.

• Leadership Pathways: Potential to move into management roles within operations or curriculum development, leveraging experience in program delivery and learner success.

• Chartered Management Qualification: A significant opportunity for professional growth, enhancing strategic and leadership capabilities.

📝 Enhancement Note: The challenges are typical for remote education delivery roles, requiring strong interpersonal skills, organizational prowess, and a proactive approach to problem-solving. The growth opportunities are substantial, offering clear career progression within a specialized sector.

💡 Interview Preparation

Strategy Questions:

• Coaching Methodology: "Describe your approach to coaching adult learners in a remote environment. How do you foster engagement and ensure practical application of skills?" Be prepared to provide specific examples of techniques and tools you use.

• Service Design Application: "How would you help a learner who is struggling to apply service blueprinting concepts to their current role?" Focus on your problem-solving process and how you guide learners to find solutions.

• Performance Management: "How do you identify learners at risk of disengagement or falling behind, and what interventions would you implement?" Discuss your systematic approach to monitoring progress and providing support.

• Stakeholder Management: "How do you ensure effective communication and collaboration with learners' line managers to support on-the-job learning?" Highlight your strategies for building and maintaining strong employer relationships.

Company & Culture Questions:

• Values Alignment: "How do you embody our values of being inspirational, innovative, and authentic in your work?" Prepare examples that demonstrate your alignment with KnowledgeBrief's core principles.

• Team Collaboration: "Describe your experience working in a remote or distributed team. How do you contribute to a positive team culture?"

• Impact Measurement: "How do you measure the success of your coaching and the impact of the apprenticeship program on learners and their organizations?"

Portfolio Presentation Strategy:

• Structured Case Studies: Organize your portfolio around 2-3 key learner success stories. For each, clearly outline: the learner's initial challenge, the service design concepts applied, your coaching interventions, the learner's actions, and the resulting impact/outcome.

• Process Walkthrough: Be ready to verbally walk through your process for creating an ILP, conducting a tripartite review, or developing a workshop, highlighting the key steps and your rationale.

• Metric Visualization: If possible, use simple visuals (even on a slide or in a document) to showcase learner progress, completion rates, or feedback trends.

• Conciseness and Clarity: Focus on the most impactful examples and articulate them clearly and concisely, respecting the interviewer's time.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application, a structured approach to coaching and operations, and a genuine alignment with KnowledgeBrief's values. The portfolio, even if not formally submitted beforehand, should be mentally prepared as a series of compelling narratives.

📌 Application Steps

To apply for this operations position:

• Submit your CV through the provided application link. Ensure your CV clearly highlights your relevant Service Design delivery experience, your notice period, and your earliest available start date.

• Tailor your CV: Optimize your resume to emphasize experience in coaching, training delivery, learner management, and service design methodologies. Use keywords from the job description, such as "Service Designer," "Apprenticeship," "Skills Coach," "User-centred design," and "Coaching."

• Prepare your "Portfolio" narratives: Mentally structure 2-3 detailed case studies showcasing your experience supporting learners to apply service design principles in practice, including the outcomes achieved. Be ready to discuss these during interviews.

• Research KnowledgeBrief: Understand their vision, values, and approach to apprenticeship delivery. Consider how your experience and working style align with their culture and mission.

• Practice Interview Responses: Rehearse answers to common interview questions, focusing on behavioral examples that demonstrate your skills in coaching, stakeholder management, and operational delivery, as well as your understanding of service design principles.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.