Onboarding Coordinator

At Public Partnerships we are passionate about digital solutions and their ability to

increase choice and control for all. We work in partnership with health and social care

organisations to deliver solutions and services for individuals wanting to self-direct their

care and support.

**Role Background**

Owing to continued growth, we are looking to recruit an Onboarding Coordinator to

support the rollout of Virtual Wallet to new individuals, their families and support

providers.

As the first point of contact with PPL, it is essential that we make a fantastic first

impression and help make the process of moving to Virtual Wallet as simple as possible.

Working alongside a wide range of stakeholders, our Onboarding Coordinator will be

responsible for ensuring that new referrals to Virtual Wallet are reviewed and processed

promptly, whilst providing first line support to individuals, their families and their

support providers during the first steps of their Virtual Wallet journey.

independently, enjoy new challenges and possess both the ability and desire to develop

themselves and assume additional responsibilities as PPL’s business grows.

As a digital first organisation, this role is remote, however, travel to our head office in

Wigan and customer sites around the UK will be required.

**Role responsibilities**

Monitoring inbound referrals for new Virtual Wallet accounts from our health and

social care customers, our Onboarding Coordinator is responsible for:

- Reviewing new referrals to ensure all information required to progress the referral is provided
- Liaising with health and social care professionals to resolve any queries
- Amending and approving referrals in line with agreed processes
- Making first telephone contact with individuals and authorised representatives to confirm the referral information is accurate
- Guiding individuals and their authorised representatives through the first steps of setting up and activating their Virtual Wallet accounts
- Making first telephone contact with personal assistants and care organisations to encourage them to complete their Virtual Wallet account registration
- Supporting personal assistants and care organisations through the provider onboarding process
- Using TopDesk CRM to respond to queries from individuals, authorised representatives and support providers relating to their account activation and set-up
- Responding to queries from our health and social care customers on the progress of new referrals
- Supporting the wider PPL team with regular reporting to our Health and Social Care customers on KPI delivery

**Skills, Experience & Qualifications**
- Essential - Strong customer service background
- Essential - Administrative / support experience
- Desirable - Either lived experience, or experience of working in a health / social care organisation

**Qualifications**:

- Minimum of 2 'A' levels or 5 GCSEs (grade A-C), or equivalent

**Skills**:

- Computer literacy - good level of IT literacy using Microsoft Office (Word, PowerPoint, Excel, Outlook & Teams).
- Team work - Open and inclusive approach, willing and able to interact internally and externally.
- Time management - Organised and able to perform to tight deadlines.

**Personality Traits**:

- Logical, clear thinker
- Organised with high attention to detail
- Strong interpersonal skills - patience and resilience
- Conscientious approach to work, taking responsibility for issues raised to ensure they are tracked to completion
- Possess discretion to work with confidential information
- Proactive and solution focused
- Must be self-motivated, with a strong work ethic, and able to work with limited supervision
- Must be personable with a strong customer service orientation. Able to build rapport with broad range of external stakeholders, including service users.

People Places Lives is an equal opportunities employer.

**Job Types**: Full-time, Permanent

Pay: £23,000.00 per year

**Benefits**:

- Company events
- Company pension
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Wigan, WN3 6PS