Fulfilment Associate - Multiverse

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

We are seeking a highly motivated and results-driven Fulfilment Associate to join our Fulfilment team at Multiverse. The Fulfilment Team works with customers to create initial excitement amongst their employees (candidates) in our upskilling programmes. We support candidates from the beginning of their journey with Multiverse, driving interest in our programmes and supporting them through to onboarding.

This role is critical to our operations, providing vital support to Fulfilment Executives in ensuring the completion and success of our challenging deals. As a direct line of contact for our candidates, your impeccable interpersonal skills will offer valuable insights and guidance, enhancing the candidate’s journey throughout the application process.

Specifically, you will

• Actively reach out to candidates via phone calls, SMSs and emails, functioning as a primary human touchpoint to provide guidance, answer questions, and build excitement about our programmes.

• Assist in driving candidates to start and complete their applications, selling the benefits of our programmes, and supporting deal fulfilment and positively influencing conversion metrics.

• Work in collaboration with Fulfilment Executives & Implementation Managers, implementing strategies designed to maximise fulfilment targets.

• Create memorable and delightful candidate interactions to drive higher-quality candidate conversions and promote Multiverse's offerings.

• Uphold proactive communication with internal team members, including aiding in gap and risk mitigation in candidate fulfilment.

• Help achieve set performance metrics relating to application starts, completion rates, and approval percentages.

• Provide inbound support to candidates via Intercom, answering questions on eligibility, programme fit, etc

• Support the Fulfilment Operations team to onboard apprentices and apprentice managers, create cohorts, set up learning modules and allocate coaches 

• Support apprentices that change employer part way through the programme to transition their apprenticeship to a new employer

• Exhibit flexibility and resilience in handling changing priorities

About you

• Good organisational and time management skills, with a demonstrated ability to thrive in a dynamic and fast-paced environment while adapting to changing priorities.

• Strong resilience and a growth mindset, enabling you to navigate challenges and learn from setbacks without taking things personally.

• Strong skills in providing excellent customer service, including the ability to empathise with candidates, solve their problems effectively, and create delightful interaction experiences.

• The ability to explain complex information clearly and persuasively is key. This includes exceptional writing, listening, and speaking skills for various contact channels like phone calls, emails, and messages.

• A proactive approach - eagerness to reach out, initiate contact, and deliver support without needing to be prompted.

• A customer-centric mindset focused on delivering an exceptional experience throughout the fulfilment and onboarding process.

• A growth mindset - keen to develop both your own skills and actively contribute to improving our way of working.

• The capacity to remain motivated and perform under pressure is crucial. Challenges and setbacks are common, and being able to respond positively and learn from these experiences is key.

Desirable:

• Previous experience in a startup, scale-up, or consulting environment is preferred, given the fast-paced and ever-changing nature of our work.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.