Apprentice, Portfolio Management

Key Responsibilities

• Platform Setup & Implementation
• Assist with institution and account setup, provisioning, and basic configuration activities on digital learning platforms under supervision.
• Support trials, activations, and onboarding activities for new institutions by following defined processes and checklists.
• Help with content ingestion, access code generation, and title mapping.
• Learn platform workflows and common implementation scenarios through hands-on support activities.
• Reporting, Dashboards & Analytics
• Learn to build, update, and maintain usage reports, trackers, and dashboards with support from the team.
• Maintain reporting cadences such as daily, weekly, fortnightly, monthly, and ad hoc updates as required.
• Support data checks by validating key fields such as ISBN, institute name, tenure, licence balance, title mapping, and access status.
• Assist in preparing simple summaries and status updates for internal review discussions.
• Support & Coordination
• Provide first-level support coordination for learner and institution requests by gathering required information and documenting updates.
• Support escalation follow-ups by tracking progress, coordinating with relevant owners, and documenting updates until closure.
• Route requests to the appropriate owner or team where specialist input or approval is required.
• Prepare, update, and maintain user manuals, process notes, and support materials for recurring activities.

Learning Objectives

• Develop a working understanding of digital learning platform setup, access management, and customer onboarding workflows.
• Build confidence in using business tools such as Excel, PowerPoint, OneCRM, Smartsheet, and reporting templates.
• Learn how to coordinate across sales, support, implementation, and operations teams to resolve routine requests.
• Strengthen professional communication, documentation, attention to detail, and stakeholder follow-up skills.

Critical Controls

As part of supervised support activities, the apprentice should learn to check and validate the following before a request is marked complete:

• ISBN, institute name, tenure, access codes, title mapping, and access confirmation.
• Licence balance, duplicate IDs, level or batch mapping, and correct entitlement details.
• Any open dependency that requires confirmation from a senior colleague or the relevant owner.

Systems & Tools

• Excel
• PowerPoint
• OneCRM
• Smartsheet
• Digital learning platforms
• Internal reporting templates

Qualifications

• Graduate or early-career candidate with an interest in digital products, customer support, technology operations, or education technology.
• Basic working knowledge of Excel and PowerPoint; willingness to learn reporting tools and operational systems.
• Clear written and verbal communication skills for support coordination, documentation, and stakeholder updates.
• Organised, detail-oriented, and able to follow defined processes, checklists, and reporting timelines.
• Collaborative mindset with a willingness to ask questions, learn from feedback, and support team priorities.