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, 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

Candidate Profile

• 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.

Expected Outcomes from the Apprenticeship

• Practical exposure to digital learning platform implementation and support operations.

• Improved ability to manage task trackers, prepare simple reports, and communicate request status clearly.

• Better understanding of customer onboarding, access enablement, entitlement validation, and cross-functional coordination.

• Readiness to take on more complex operational responsibilities with experience and continued guidance.