Customer Onboarding Specialist

2 weeks ago

Leeds, United Kingdom X-labsystems Full time

**Job Specification**

**Role**:Customer Onboarding Specialist

**Company**:X-Lab Ltd, Joseph’s Well, Leeds, LS3 1AB.

**Starting date**:ASAP

**Salary**:£25,000 - £28,000

**Hours**:37.5 hours a week

**Reporting to**:Customer Onboarding Manager

**Location**:Hybrid (within 20 miles from Leeds office LS3 1AB)

**X-Lab is currently offering an exciting role for a Customer Onboarding Specialist to join their growing team. This is a great opportunity for someone who is looking to start or further their career within healthcare technology to join a fast growing business as part of the Customer Onboarding team and the wider Customer Success function.**

**About X-Lab**

Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe, US and Australia. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK’s national COVID-19 testing response which saw the service process more than 300 million COVID-19 results for UK citizens.

While we’ve been operating in the UK for over 17 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we’re looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia.

X-Lab’s new product, called LabReach, is in the pilot phase across the UK. LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab.

Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all.

**About the Role**

We are looking for a technically minded, enthusiastic customer facing individual who can work independently as well as part of a team. As a Customer Onboarding Specialist, you become a product expert and therefore you will educate new customers, help solve technical problems, and ensure smooth adoption of our products. Throughout our customer lifecycles, we prioritise delivering a fantastic customer experience, and onboarding is the first step of that process.

**You will be responsible for**:

- Guide our growing international customer base through the onboarding process and technical implementation of our products:

- Clearly communicate the onboarding stages, requirements expectations and prerequisites to customers.
- Record customer onboarding needs, requests, and questions and ensure they receive a fast response and/or resolution.
- Escalate technical queries to Customer Support Analysts and Engineers when required.
- Establish strong relationships with customers and ensure they receive superior service.
- Use customer feedback and data driven metrics to deliver continuous improvement to the onboarding process.
- Complete video and phone calls to ensure that customers are supported during the onboarding process.
- Create and manage knowledge base articles to support future onboarding of customers.

**About you**
- At least 1 years previous experience in a Customer Onboarding, Customer Success, Technical specialist or support role
- Bachelor’s degree preferred
- Must be highly motivated and have a positive attitude
- Ability to work independently and manage multiple priorities
- Willingness to work different shift patterns to support international customers
- Excellent customer-facing, written and verbal communication skills
- Strong problem solving and extreme attention to detail
- Previous experience with HL7 messaging and healthcare technology is desirable.

**Benefits**
- 28 days holiday, in addition to UK bank holidays
- Very flexible working
- Birthday meal
- Electric car and cycle to work scheme
- Company outings, social events and wellbeing initiatives
- Life Insurance
- Comprehensive Employee Assistance Programme to provide mental health, virtual GP, counselling and financial management support
- Employee engagement platform for reward and recognition.

**How to Apply

  • Customer Onboarding Manager

    1 day ago

    Leeds, United Kingdom Qargo TMS Full time

    Qargo is a tech start-up with teams based out of London and Ghent. We’re on a mission to transform the logistics industry by making it more efficient, profitable, and sustainable. We are building the most user-friendly and intuitive Transport Management System (TMS) on the market that automates administrative processes and optimizes planning. To achieve...

  • Product Owner

    4 weeks ago

    Leeds, United Kingdom William Hill Full time

    **Location** Leeds, UK **Contract type** Full-time **Hours** 35 **Workplace policy** Hybrid - As the voice of the customer, you will feel passionately about the customer's experience. You will own the product from end to end whilst collaborating with various areas of the business, bringing everyone together on one common goal, to ensure that we...

  • Onboarding Specialist

    1 week ago

    Leeds, United Kingdom 15ten15 Full time

    WHO ARE WE? WHAT WE'RE LOOKING FOR - Supporting on DBS and RTW procedure - Inputting data onto a spreadsheet THE IDEAL CANDIDATE - Experience with standard software, such as Excel and MS Office - The ability to work with sensitive and confidential information - Excellent verbal and written communication skills - Strong teamwork skills - Good organizational...

  • International Employee Success Specialist

    4 weeks ago

    Leeds, United Kingdom KnowBe4 Full time

    **About KnowBe4** KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Fortune...

  • Customer Support Specialist

    4 weeks ago

    Leeds, United Kingdom Radar Healthcare Full time

    **Be a part of something bigger...** ***: **_Our Story_**: At Radar Healthcare, we’re dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory...

  • Customer Service Coordinator

    1 week ago

    Leeds, United Kingdom FirstResponseGroup Full time

    Job Introduction **Job Title**: Customer Service Coordinator **Location**: Leeds** **Pay rate - £12.50 p/h** **Work Pattern: 9:30 -18:00** **About FRG** At First Response Group (FRG), we are a recognized leader in security, risk, and facilities management solutions. We are seeking dedicated professionals to join our team and contribute to our ongoing...

  • Senior Resourcing Consultant

    4 weeks ago

    Leeds, United Kingdom TCC and Recordsure Full time

    **Job Summary** TCC and Recordsure Group have a fantastic opportunity for a Senior Resourcing Consultant to join our Specialist Resourcing team. Reporting to the Client Account Director, the Senior Resourcing Consultant will be responsible for building and managing the TCC Associate network, sourcing appropriate associates for projects and contracts, and...

  • In-person Customer Service Expert

    3 weeks ago

    Leeds, United Kingdom Adecco Full time

    Our client are currently looking for a Customer Service Expert with experience in face to face customer service. Do you have strong communication and problem-solving skills? You don't shy away from in-person interactions? Do you have retail or customer service experience? We are looking for an effective communicator with the ability to interact with...

  • Payroll Compliance Specialist

    2 weeks ago

    Leeds, United Kingdom Futures Full time

    We are a Recruitment Agency based in Horsforth, on the search for a Compliance and Payroll Administrator to join our growing team! Offering innovative resourcing models and project delivery solutions that support the public and private sectors, our highly successful teams provide interim managers, project solutions and subject matter experts throughout the...

  • Payroll Compliance Specialist

    2 weeks ago

    Leeds, United Kingdom Futures Full time

    We are a Recruitment Agency based in Horsforth, on the search for a Compliance and Payroll Administrator to join our growing team! Offering innovative resourcing models and project delivery solutions that support the public and private sectors, our highly successful teams provide interim managers, project solutions and subject matter experts throughout the...

  • Customer Service Manager

    4 weeks ago

    Leeds, United Kingdom Lucy Walker Recruitment Ltd Full time

    _Recruit, train and retain a skilled team of Customer Support agents_ - _Align with the other regional managers for Customer Support to ensure that workflows and processes are smooth and efficient_ - _Support delivery of cost savings identified in the budget planning by ensuring that your team is onboarded in a timely manner and to plan_ - _Ensure that KPIs,...

  • Remote Customer Success Manager

    2 days ago

    Leeds, United Kingdom Remote Worker Ltd Full time

    Customer Success Manager – Remote - £60k Customer Success Manager – Remote - £60k Customer Success Manager – Remote - £60k Managed Service Provider require an experienced Customer Success Manager who thrives on building deep relationships whilst handholding customers / clients throughout their customer journey. This role sits within the service...

  • Customer Support Specialist

    4 weeks ago

    Leeds, United Kingdom Solera, Inc. Full time

    The RoleSolera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.What You’ll...

  • Customer Support Specialist

    3 weeks ago

    Leeds, United Kingdom Solera, Inc. Full time

    The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc. What You’ll Do ...

  • Customer Support Specialist

    4 weeks ago

    Leeds, United Kingdom Solera, Inc. Full time

    The RoleSolera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.What You’ll...

  • Customer Support Specialist

    1 month ago

    Leeds, United Kingdom Solera, Inc. Full time

    The RoleSolera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.What You’ll...

  • Customer Support Specialist

    1 month ago

    Leeds, United Kingdom Solera, Inc. Full time

    The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc. What You’ll...

  • Customer Support Specialist

    4 weeks ago

    Leeds, United Kingdom Solera, Inc. Full time

    The RoleSolera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.What You’ll...

  • Customer Support Specialist

    11 hours ago

    Leeds, United Kingdom Solera, Inc. Full time

    Job Description The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc....

  • Customer Support Specialist

    4 weeks ago

    Leeds, United Kingdom Solera, Inc. Full time

    The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc. What You’ll...