Onboarding Specialist

Job Title: Onboarding Specialist
Working Pattern: Hybrid – Includes 3 days a week on site each week
Contract Type: Full time, permanent

Role overview:

We are looking for an Onboarding Specialist for our Payroll, HR and budget planning software, whose role is to proactively assist new and existing customers of all levels with onboarding, product training and ongoing integration queries. The role entails effectively set-up and supporting customers on how to effectively complete their ongoing payroll, HR and budget management using our EduPay and BPS solutions, understand their requirements and working with the customer to identify appropriate solutions.

Key responsibilities:

• Ensure all SLAs are met including but not limited to set up procedures, parallel runs and onboarding admin related to new client set ups for our Payroll, HR and budget planning systems.
• Deliver high quality setups and administration for clients, with strong use of the Edupay and BPS software.
• Complete accurate parallel runs, identifying issues before they arise and correcting data where appropriate.
• Have excellent Microsoft excel skills, being able to manage large volumes of data administration in a professional and confidential manner
• Provide client implementation calls including but not limited to; gathering requirements for the effect set up of the BPS and Edupay to ensure smooth onboarding, give a clear outline of the onboarding process to the client, set expectations around time frames and data submissions, and deliver introductory system training.
• Proactivity work as part of a team to follow up with clients where outstanding data is required, effectively reset expectations with clients where this creates delays to Go Live.
• Provide full detailed product training at the point of Go Live (access) to clients to ensure functionality and understanding of the Edupay and BPS products post sale.
• Work effectively as a team to ensure all customers are onboarded as effectively as possible, whilst delivering exceptional customer service.
• Review customer complaints and concerns and seek to improve the customer experience.
• Deliver consistently against a clear set of objectives and KPI’s relating to both to personal delivery (productivity) and team delivery of customer interactions (NPS).
• Demonstrate high levels of engagement and passion about all products and an ability to translate this to all our customers.

What will you need to succeed?

Experience:

• Drive and motivation to work in a fast-paced environment with minimum supervision.
• Ability to learn quickly and adapt to change as new products are introduced alongside new ways of working.
• Ability to communicate effectively to a diverse range of customer types (i.e., senior management, middle management, and product users), using a range of communication channels.
• Must be an excellent communicator both verbally and written with great presentational attributes.
• Problem solving skills for resolving complaints and complex queries.
• Excellent organisational skills for managing multiple customers simultaneously and prioritise workload.
• Strong interpersonal skills including effective questioning and listening skills.
• Aptitude in using software products of varying complexity.