Fulfilment Associate

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

THE OPPORTUNITY

We are seeking a highly motivated and results-driven Fulfillment Associate to join our team at Multiverse on a 6 month FTC This role is the "engine room" of our candidate engagement, providing the vital human touchpoints that move applicants from initial excitement to a completed enrolment.

Working in close partnership with the rest of the Fulfilment team, you are the direct line of contact for our candidates, managing the high-velocity outreach and technical guidance required to navigate the admissions funnel. You will be responsible for building momentum, resolving queries, and ensuring every candidate successfully completes the "Flying Start" process. If you are a proactive communicator who enjoys driving results through high-frequency interaction and impeccable interpersonal skills, this is the role for you.

IN THIS ROLE, YOU WILL...

• Candidate Outreach: Actively reach out to candidates via phone, SMS, and email to provide guidance, answer questions, and maintain momentum throughout the application journey.

• Pipeline Conversion: Drive candidates to start and complete their applications by articulating programme benefits and resolving friction points to meet fulfilment targets.

• Data & Systems Execution: Execute admissions processes across multiple systems with a high level of data integrity, ensuring all candidate records and manual workstreams are kept accurate and up to date.

• Inbound Support: Provide responsive support via Intercom, acting as an expert on programme eligibility and "role fit" to help candidates navigate the "Flying Start" process.

• Collaborative Strategy: Work closely with Fulfilment Executives to implement engagement strategies that mitigate risks in the pipeline and maximise enrolment success.

• Operational Support: Assist the wider Fulfilment Ops team with essential administrative tasks, including cohort creation, learning module setup, and coach allocation.

• Performance Excellence: Consistently achieve key performance metrics related to outreach volume, application completion rates, and approval percentages.

• Candidate Experience: Create memorable and positive interactions that promote the Multiverse brand and ensure candidates feel supported at every stage.

ABOUT YOU

• Exceptional Communication: You possess a high standard of written and verbal British English, with the ability to explain complex eligibility criteria clearly and persuasively.

• Systematic Accuracy: You are highly methodical and comfortable navigating a multi-platform digital ecosystem, maintaining precision even when tasks require manual data entry.

• Seasonal Agility: You have a proactive and resilient mindset, with the capacity to scale your output and maintain focus during the high-intensity phases of the admissions calendar.

• Organisational Flair: You have strong time management skills and the ability to prioritise a high volume of tasks in a fast-paced, "scale-up" environment.

• Customer-Centric Mindset: You are empathetic and solution-oriented, with a natural drive to solve candidate problems and deliver a world-class onboarding experience.

• Proactive Ownership: You are eager to initiate contact and deliver support without being prompted, taking pride in "owning" your section of the candidate pipeline.

• Growth Mindset: You are keen to develop your own skills and actively contribute to improving our internal processes and ways of working

DESIRABLE

• Previous experience in a high-volume recruitment, admissions, or customer-facing role within a fast-paced environment.

• Proven history of managing multiple communication channels (Intercom, CRM, SMS) simultaneously.

Benefits

• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

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

• Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year

• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

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 https://www.multiverse.io/en-GB/our-policies/equality-diversity-and-inclusion-policy.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy https://cdn.sanity.io/files/6y1mknvo/prod-20240319/50283d0600920c5f1e02cf44e54c0f1534c74e61.pdf, our Prevent Policy https://cdn.sanity.io/files/6y1mknvo/prod-20240319/35a5defca7346bb1c212250867754b0a7ae5b478.pdfand all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.