Job Description

You will manage a seamless, fast and friendly client onboarding process, assisting with a range of needs and queries as they arise, before ensuring a smooth handover to the Advisors and technical teams. You will ensure our contractor clients receive assistance in line with the high customer experience and quality standards which we promise to our clients.

The main responsibilities of the role include:

• Managing positive relationships with our business referrers, in particular recruitment agencies, and ensuring regular feedback is provided to the Solutions Team
• Working closely with the Team to ensure close working relationships, knowledge sharing and a great customer experience during the onboarding process
• Managing clients’ migration from one service to another;
• Ensuring a seamless handover to the client’s Account Manager and/or technical teams;
• Be a key point of contact for a portfolio of contractor clients during the onboarding process, and provide proactive, fast and friendly support to effectively manage client queries during this period;
• Administration tasks related to customer onboarding and leaving procedures such as administration and liaising with client and recruitment agencies as required to complete onboarding;
• Liaising with our internal technical teams to effectively and efficiently resolve client queries;
• Support our client’s success by providing information and guidance on all aspects of their onboarding or leaving;
• Enhance customer experience and contribute to the improvement of our services by encouraging feedback from customers regarding their experience of our service.

Benefits

• Flexible and remote working options
• Access to our Employee Assistance Programme
• Annual subsidy for health/wellbeing related activities
• Life insurance (available upon joining) and disability cover (available after 6 months service)
• Supportive and employee growth focused culture, within an Employee Wellbeing Award Winning environment

Required Knowledge, Skills, and Abilities

• Previous experience working in a customer support or administrative role in fast-paced professional or financial environment
• A strong attention to detail and understanding of the importance of processes, with high levels of accuracy in all work
• Natural customer services skills and highly motivated by the importance of customer experience
• Be motivated to get to know and understand our customers and to be their advocate in all your work
• An interest in the financial sector
• The interest and ability to develop knowledge about our invoicing, payroll and expenses processes
• Knowledge of customer support ticketing systems, e.g. Zendesk, an advantage
• Ability to build rapport easily with clients and third parties
• Excellent communicator and excellent standards of written English
• Strong personal organisation and time management skills, and a strong ability to prioritise work
• Highly motivated team player with a positive attitude
• Third level qualification an advantage