Onboarding Specialist

Role Summary Under the general direction of the Onboarding Team Lead, the CX Onboarding Specialist will be responsible for providing our clients with a seamless, fast and friendly client onboarding process, assisting with a range of administrative needs and queries as they arise, and ensuring a smooth handover to the CX Account Managers and technical teams. This is a temporary full-time role for approximately 12 months to cover for a permanent member of staff on maternity leave. Your day to day The main responsibilities of the role include : Being a key point of contact for contractor clients during the onboarding process, and providing proactive, fast and friendly support to effectively manage client queries during this period; Administration and process compliance with customer onboarding and cessation procedures; Liaising with our internal technical teams to effectively and efficiently resolve client queries; Supporting our clients success by providing information and guidance on all aspects of their onboarding or cessation; Supporting the relationships between Fenero and our contractor clients from point of sign up until they are set up as a client, providing a best-in-class customer experience; Supporting positive relationships with our business referrers, in particular recruitment agencies. Working closely with the CX, Umbrella, PSC and Solutions Teams to ensure good working relationships, knowledge sharing and a great customer experience during the onboarding process. Ensuring a seamless handover to the clients Account Manager and / or technical teams; Managing clients migration from one Fenero service to another; Contributing to the improvement of our services by encouraging feedback from customers regarding their experience of our service; Completing daily operations activities to achieve consistently positive customer experience and within agreed KPIs; Administration and processing of weekly and monthly tax relief orders; Identifying and implementing opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team; Other ad hoc work as may be needed. Your experience, skills and attributes : Minimum 2-5 years experience working in a customer facing role Energised by working in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email; Great interpersonal skills with outgoing, friendly personality, excellent verbal and written communication skills; Highly organised individual who works efficiently and calmly, prioritises work based on importance, manages time effectively; Takes initiative and responsibility with tasks; Contributes to team initiatives to improve efficiency and effectiveness; Demonstrates pride in your work and passion for maintaining the reputation of our brand; Collaboration and Teamwork - Works cooperatively with others, contributing to a positive team environment and shared success. Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company; Progressing Company Culture / Company Contribution - Actively supports and enhances company values and gets involved in company activities, contributing to a positive workplace culture and organisational success; Previous experience of the contracting workforce is an advantage. Personal Development Willingness to engage in ongoing learning and development activities to increase skills and knowledge Takes responsibility for own continuing professional development or continuing development Attends team meetings, training and business update meetings as required Discuss your own performance with your Manager and attend regular 1 : 1s and performance appraisal meetings - setting, agreeing and evaluating objectives and key results. Equal Opportunities Fenero is an Equal Opportunity Employer and we actively welcome applicants from all backgrounds. We do not discriminate based on race, age, gender, civil status, family status, disability, sexuality, religion or membership of the Travelling Community. If you have a disability and require accommodations to be made during the recruitment process, please let us know in advance and we would be happy to assist. Health & Safety Ensure a safe work environment and be aware of responsibilities under the Safety, Health and Welfare at Work Act 2005, taking appropriate action in the event of an accident to clients, staff, self or any other person in the workplace. The above list is not exhaustive and other duties may be required of the post holder. This job description will be reviewed in the light of changing circumstances and may be varied in consultation with the job holder and the Company Directors. Skills : Results Driven Administrator Customer Focused Agile organized and detail focused Collaborative Benefits : Work From Home EAP Group Life Assurance Pension Holiday