Business Administration Apprenticeship - Cheshire

About the role

🚀 Client Onboarding Specialist 🚀

Are you ready to dive into the exciting world of customer experience and help new clients launch successfully? We're looking for sharp, organized individuals to join our team and make onboarding a breeze! 🌟

What You'll Do:

• Own the Onboarding Journey: You'll be the mastermind behind coordinating project plans, setting up communication channels, conducting tests, and keeping everyone in the loop, ensuring every client goes live smoothly and right on schedule. 🗓️
• Project Management Pro: Keep onboarding project plans and trackers updated for your clients, capture key meeting notes ✍️, and whip up clear status updates for both our team and our clients.
• Channel Setup Guru: Get hands-on with configuring customer service channels like email, live chat, phone, social media, and marketplaces. Think auto-responses, macros, routing rules, SLAs, and holiday calendars – you'll make sure they're all dialed in perfectly. 📲
• Knowledge Hub Creator: Help build out our knowledge base and FAQs, and set up user accounts, roles, and permissions so everyone has what they need. 📚
• Testing & Quality Assurance: Draft and execute User Acceptance Testing (UAT) scripts, meticulously log and track any issues until they're resolved, and coordinate client sign-off. ✅
• Client's Go-To Person: Be the main point of contact for onboarding clients, handle initial questions and escalations, and ensure a seamless handover to our ongoing account management team. 👋
• Internal Navigator: Collaborate with our internal teams (CS Operations, Client Services, Tech, Fulfilment) to keep onboarding projects on track, and skillfully manage internal tickets. 🗺️
• Pre-Launch Briefings: Get the operations team ready for go-live by briefing them on expected volumes, staffing needs, and any unique client scenarios. You'll also be our early warning system for any resourcing or capacity challenges. 💡

Join us and be a key player in setting our clients up for awesome customer experiences! ✨

Key responsibilities

• Maintain onboarding project plans and trackers, minute calls, and produce status summaries
• Support configuration of customer service channels
• Assist with knowledge base/FAQ setup and configure user accounts
• Draft and run UAT test scripts, logging and tracking defects
• Act as a day-to-day point of contact for onboarding clients