onboarding executive

Client Onboarding Executive

Salary: £28500.00

Purpose of Position

To build effective relationships with customers which ensure that every experience meets their aspirations, delivers our Credo of ‘Making Excellence a Habit’. Ensuring clients receive regular calls to maintain the focus on the achievement of their certification and successfully completes their application process overall.

To liaise with Sales to manage the on-boarding of new clients. Developing collaborative relationships with Sales and Operations teams.

To support and respond in all areas of ‘At Risk’ engagement with our clients including Survey Feedback, Complaint Resolution and Existing Business Attrition. Work with sales to review and retain as many clients as possible and where attrition occurs, make sure that this is fully detailed and processed correctly.

Key Responsibilities & Accountabilities

• Manage key aspects of new customers applications, on-boarding, and scheduling.
• Build relationships with Sales to ensure on-boarding of new clients is smooth and effective for the client journey.
• Conduct capacity planning and auditor scheduling, through Common Operating Model, to ensure profitable, cost effective and timely delivery of audits and planning of new & existing clients.
• Complete daily workflow driven activities to ensure all tasks are completed on time.
• Monitor individual KPI performance and ensure relevant targets are achieved and exceeded.
• Assist with customer problems, both external and internal, and respond to inquiries in a timely manner.
• Collaborate with Operations Manager on best use of auditors to effectively deliver work and on utilisation targets
• Provision of support in the induction and training of new employees.
• Participate at the periodic team meetings and contribute to the monitoring and improvement of planning performance, through provision of data related to main KPIs and implementation of necessary actions.
• Ensure customer information is up-to-date and carry out regular data clean-up.
• Ensure effective communication with Finance in relation to planning of “debtor” clients’ audits.
• Undertake specific ad-hoc project work as required.
• Adopt a team approach to working both within own group and with other teams and functions within the department and other areas of the business.

Key Dimensions

• Responsible for establishing effective relationships with Operations, Sales and all new business clients
• To provide excellence in customer service by taking proactive ownership of the service delivery role.
• To utilise all available resources and planning tools to ensure maximum delivery potential
• Achievement of KPI’s
• Engage in all areas where the client relationship with BSI is considered to be at risk.

The ideal candidate:

• Customer service experience is essential
• Confidence in speaking with clients
• Strong client focus
• Experience in handling difficult conversations
• Attention to detail
• Flexible and reliable