Customer Onboarding Administrator

Are you committed, with a can do attitude? Want to be part of a fast-paced, growing team - with plenty of opportunities for career progression? We have the perfect job for you We're looking for a reliable, enthusiastic, and confident administrator to join our Customer Care Team. As a Customer Onboarding Specialist, you'll be the friendly voice on the other end of the line—the first point of contact for customers, responsible for ensuring a smooth and positive first experience for all new customers as they begin using our services.

Company description

Watkins Energy is an exciting new energy company providing heat to residential and commercial customers for the purpose of heating their properties and providing hot water.

With a growing specialist Customer Care Team providing metering and billing services and full front-line customer support - including for maintenance, servicing and repairs, Watkins Energy is becoming the face of heat supply services for consumers on many new Developments in and around London and the South East. With a customer service approach underpinned by always putting our customers first, pre-empting their needs and establishing a relationship built on confidence and trust we hope to become the heat provider of choice.

Our work environment includes:

• A supportive and inclusive work culture
• Growth opportunities
• On-the-job training
• Modern office setting

Job description

Objective/purpose

Overseeing the onboarding process, handling documentation, and providing initial support to help customers get started using our services, the Customer Onboarding Administrator will play a key role in ensuring new customers feel welcome, supported and confident in our services from day one.

Principle roles and responsibilities

• Understanding and adhering to the company's onboarding procedures, policies, and workflows, ensuring new customer accounts are set up in a timely fashion.
• Accurately entering customer information into relevant systems, ensuring data integrity.
• Managing customer onboarding documentation, such as contracts and agreements - ensuring accuracy and completeness.
• Making welcome calls to all new customers - serving as the primary point of contact for new customers during the onboarding process, welcoming them to their new home, providing guidance, answering questions and addressing any concerns.
• Monitoring stocks of customer welcome leaflets and ordering as appropriate.
• Compiling site and customer specific welcome packs and issuing to sites ready for new customers when they move in.
• Supporting the Operations Director with collating information for new sites from clients and setting new sites up on our metering and billing and asset system.
• Supporting with other tasks as required appropriate to the post.

Knowledge, Skills and Experience Required

Essential:

• Full training will be provided; however, a minimum of 2 years' experience in a fast-paced customer service and administration environment is required.
• Customer service orientated with strong customer communication skills - focus on providing a positive and efficient onboarding experience for new customers.
• Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients and customers.
• Excellent written communication skills.
• Must be a team player.
• Strong attention to detail.
• Self-starter, driven by success and able to work well under pressure.
• Organised and methodical, with the ability to prioritise and maintain an orderly workflow.
• Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
• Reactive and proactive problem-solving skills.
• Awareness of legislation and requirements surrounding data protection and privacy.

Desirable:

• Working knowledge of customer service software, databases and tools.
• Working knowledge of metering and billing software, databases and tools.

If you are ready to contribute to a growing company that values customer relationships and operational excellence, we invite you to apply for the Administrator position at Watkins Energy today

Job Type: Full-time

Pay: £25,400.00-£27,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Life insurance

Experience:

• Administrative: 2 years (required)

Work Location: In person