As a member of the Onboarding Team, you will play a critical role in welcoming new customers, ensuring a smooth setup process, and providing first class support during the early stages of their journey with us. This includes handling new orders, setting up billing processes, managing documentation, and acting as a central point of contact for queries. You will collaborate closely with internal teams and external suppliers to deliver a seamless, professional, and efficient onboarding experience.
Key Responsibilities
Assist with account creation, ensuring all customer details are accurate and complete.
Draft, review, and ensure legal documentation is completed and compliant.
Generate invoices and set up direct debits for new accounts.
Provide assistance with invoice related queries or disputes in a timely and professional manner.
Handle incoming customer queries via phone and email, ensuring high levels of customer satisfaction.
Investigate and resolve customer complaints or escalate appropriately to internal and external teams.
Collaborate with other internal departments (e.g., Sales, Finance, Operations) to ensure smooth customer onboarding.
Work with suppliers to ensure Service Level Agreements (SLAs) are met during the onboarding process.
Create, manage, and close support tickets while maintaining accurate records.
Maintain up to date knowledge of company services and policies to provide accurate support.
Key Skills & Competencies
Strong attention to detail with excellent organisational skills.
Confident communicator, both verbal and written, with the ability to explain processes clearly.
Proactive problem solver with strong investigation skills.
Ability to manage multiple priorities and work effectively under pressure.
Strong interpersonal skills with a customer-first mindset.
Team player who collaborates effectively across departments.
Competent in using CRM and ticketing systems (e.g., HubSpot, Salesforce).
Numerate, with experience in handling invoices and payment queries.
Experience & Qualifications
Previous experience in a customer service, onboarding, or operations role (required).
Knowledge of invoicing, billing, or finance processes desirable.
Experience working with suppliers and managing SLAs.
Familiarity with ticket management systems (e.g., HubSpot, Salesforce).
Minimum GCSE (or equivalent) in English and Maths; higher education qualifications desirable.
What We Offer
A collaborative and supportive team environment.
Opportunities for career progression within Customer Operations.
Comprehensive training on systems, processes, and customer management.
Competitive salary and benefits package.
Job Types: Full-time, Permanent
Pay: 28,500.00-30,000.00 per year
Benefits:
Company events
Company pension
On-site parking
Experience:
Customer service: 2 years (required)
Work Location: In person