Customer Service & Support Jobs in Portsmouth, United Kingdom (Now Hiring) — 138 open — Page 7

Role Purpose

As Apprentice Programme Coach & Team Leader, you will be the dedicated guide and champion for iglu.com's cohort of Apprentice Cruise Travel Consultants throughout their 16-month Level 3 programme (ST0340). You will own their journey from induction to End Point Assessment — building the knowledge, skills, and commercial confidence required for apprentices to graduate as high-performing Cruise Travel Consultants.

This is a pivotal role sitting at the heart of iglu.com's long-term talent pipeline. You will coach and develop individuals daily, act as the primary bridge between apprentices and the wider business, and maintain full compliance with ESFA apprenticeship funding requirements and the obligations set out in our Employer-Provider Agreement with Zenith Training.

The ideal candidate brings genuine cruise travel expertise, a natural coaching instinct, and the resilience to hold a group of early-career individuals to a high standard whilst fostering a positive, energetic learning culture. You will be fully accountable for the retention, performance, and progression of every apprentice in your cohort.

Key Responsibilities

Coaching & Pastoral Care

• Serve as the primary point of contact, mentor, and safeguarding lead for all apprentices throughout the full 16-month programme, providing regular 1:1 and group coaching sessions aligned to each programme phase.

• Provide meaningful pastoral and welfare support — recognising that most apprentices will be in their first professional role. Escalate welfare concerns promptly and appropriately in line with iglu.com's safeguarding policy.

• Maintain regular communication with parents or guardians of apprentices who are under 18 at programme entry, in line with iglu.com's duty of care for young workers.

• Monitor day-to-day performance, attendance, punctuality, and attitude — setting clear expectations and addressing issues promptly, constructively, and in accordance with iglu.com's HR policies.

• Coach apprentices through the phased transition from Customer Care (Months 1–9) to Sales Excellence (Months 10–16), building consultative selling skills and commercial awareness progressively.

Training Design & Delivery

• Plan and deliver onboarding and induction content for each new apprentice cohort, ensuring a smooth, professional, and energising start to the programme.

• Design, deliver, and continuously update training materials covering cruise product knowledge, industry compliance (Package Travel Regulations, GDPR, ATOL), internal systems, and selling skills.

• Deliver regular refresher training and buzz sessions in response to performance data and skills gaps as they emerge.

• Liaise with cruise line suppliers and internal departments to keep product knowledge current, accurate, and engaging.

Apprenticeship Compliance & Administration

• Act as the key liaison with Zenith Training (external apprenticeship provider), ensuring full compliance with the Level 3 Travel Consultant Standard (ST0340) and all ESFA funding rules.

• Own and maintain the Commitment Statement for each apprentice, ensuring it accurately reflects programme obligations and is reviewed at each progress review.

• Track and document off-the-job training hours (minimum 20% of contracted hours), portfolio evidence, and assessment deadlines for each apprentice.

• Support apprentices in preparing for and passing their End Point Assessment, including gateway readiness reviews.

• Maintain accurate and current records on the Learning Management System (LMS), ensuring all progress data is accessible and Ofsted-ready at all times.

• Assist in reporting on programme health to the Head of Talent & Development, including cohort retention, attainment, OTJ compliance, and KPI performance.

Business Integration & Future Cohort Recruitment

• Work collaboratively with Customer Care and Sales team leaders to ensure apprentices are embedded effectively within operational teams during each programme phase.

• Use performance data (conversion rates, order values, error rates, CSAT scores) to set targets, celebrate wins, and identify development needs at individual and cohort level.

• For September 2026 and subsequent cohorts: lead the design and delivery of assessment centre activities, working in partnership with the Head of Talent & Development to identify and select future apprentices.

• Contribute actively to the continuous improvement of the apprenticeship programme, feeding insights from day-to-day coaching back into programme design.

Compliance & Safeguarding

• Act as the designated safeguarding lead for the apprenticeship programme, ensuring all interactions with under-18 apprentices comply with iglu.com's safeguarding and child protection policy.

• Ensure all sessions involving under-18 apprentices adhere to two-adults-present or open-door protocols at all times.

• Complete and maintain an enhanced DBS with barred list check before commencing the role, and renew as required.

• Comply with all company policies including Health & Safety (with specific awareness of the Management of Health & Safety at Work Regulations 1999 as they relate to young workers), Equal Opportunities, GDPR, and the Code of Conduct.

Skills & Experience

Essential

• Travel Sector Knowledge — you can speak credibly and passionately about itineraries, leisure travel, and the booking process.

• Experience in a coaching, mentoring, team leadership, or training capacity — at team leader level or above.

• A track record of supporting individuals to meet and exceed performance targets in a commercial environment.

• Demonstrable understanding of apprenticeship funding rules, ESFA requirements, or structured learning programmes — or a clear commitment to develop this knowledge quickly.

• Excellent IT skills — confident across G Suite and Microsoft Office; ability to learn internal booking systems and LMS platforms quickly.

• Familiarity with the safeguarding responsibilities associated with working with young people or early-career learners.

Desirable

• Formal training or coaching qualification (e.g. Level 3 Award in Education & Training, ILM, CMI, or equivalent) — desirable but not essential if offset by strong practical experience.

• Experience supporting learners through End Point Assessments or equivalent formal qualification milestones.

• Familiarity with digital content authoring tools and/or Learning Management Systems.

• Previous experience working within an apprenticeship framework as a workplace mentor or employer representative.
  

Behavioural Role Fit

• A natural coach — you draw genuine satisfaction from seeing others grow and succeed, and can hold a cohort to a high standard whilst remaining warm, positive, and supportive.

• Highly accountable — you take full ownership of your cohort's outcomes and don't shy away from difficult conversations when standards slip.

• Excellent communicator — strong verbal and written skills with the ability to adapt your style to early-career learners who may be experiencing their first professional environment.

• Emotionally intelligent — you can spot when someone is struggling before they tell you, and you respond with care rather than correction first.

• Resilient and consistent — you maintain your standards and energy even when the cohort dynamic is challenging or a learner is not responding.

• Commercially aware — you understand the link between your coaching and iglu.com's revenue performance, and help apprentices see it too.

• Detail-oriented — apprenticeship compliance is unforgiving; accuracy in records, OTJ hours, and portfolio evidence matters.

• Organised and proactive — able to manage multiple apprentices at different stages simultaneously without losing any of them.

• Growth mindset — accepts and acts on feedback to continuously improve their own practice; curious about new training methods and trends.

Role Key Performance Indicators