Onboarding Specialist

1 month ago

Manchester, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as an Onboarding Specialist
- In this key role, you’ll contribute to the delivery of a market leading customer journey
- You’ll be planning, managing, and delivering the set up of new customers to the platform
- As the first point of contact in the post sales process, you’ll play a vital part in identifying ways to improve our customer experience

**What you'll do**:
As an Onboarding Specialist, you’ll be coordinating the delivery of technical onboarding processes. You’ll be collaborating with customers and our technology providers to coordinate any onboarding requirements and assisting customers with setting and meeting their business goals.

Additionally, you’ll be:

- Monitoring the onboarding progress and managing issues, identifying and escalating customers at risk of not meeting their goals
- Driving customers to quickly onboard, adopt, and use the products we supply
- Maintaining an understanding of customer work flows and identifying opportunities to improve and automate business processes
- Updating and maintaining accurate customer records and constructively channelling customer feedback to drive continuous improvement

**The skills you'll need**:
To succeed in this role, you’ll need to have excellent customer service skills and experience of resolving customer issues and queries received through a range of channels, including webchat. You’ll naturally have excellent communication skills, with a proven ability to engage and articulate customer needs to influence and drive good outcomes. Knowledge of Natwest Markets and its products such as FX and IRD would be useful.

We’ll also expect you to have:

- A background of working in a customer success department
- The ability to deliver client training and onboarding
- Experience of deputising or supervising when management is unavailable
- The ability to absorb complex information and implement solutions in a simple way

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