Customer Ob Boarding Coordinator

Customer On Boarding Co-ordinator direct debit specialist

This is Hybrid role with 1 day required in the office in Theale, Reading.

JOB SUMMARY

An On Boarding Coordinator is a customer’s primary contact at the point of set up for our Facilities Managed Service and other clients.

They are responsible for ensuring that the customer implementation is completed effectively, within customer timescales.

JOB RESPONSIBILITIES

• Management of Customer onboarding experience to successful delivery
• Effective management of resources to ensure high levels of utilisation
• Update and maintain information on all company databases and systems, including but not limited to billing, expenses, resource bookings and full project history
• Managing stakeholders’ expectations via phone, email, and project documentation
• Communicating with customers and defining project objectives throughout the project timeline and life cycle
• Coordinating tasks and bookings to ensure activities are completed in line with the project schedule
• Tracking customer projects and logging changes and updates using Salesforce
• Manage and prioritise multiple workloads
• Interact with financial and technical project stakeholders from junior to executive level
• Manage the bulk transfer process both into and out of Bottomline Payment Services
• Support Clients in the implementation of the API code.
• Confident running virtual meetings and calls

Customers

Delight our customers by:

• Providing a positive service that exceeds Customer expectation
• Supporting the department to achieve exceptional levels of Customer service by ensuring that processes and controls are maintain

Teamwork

Work together by:

• Ensuring the effective use of resources
• Establishing common processes, and share best practice
• Ensuring that issues are escalated in a timely manner
• Ensuring good levels of communication with other departments

Innovate

Innovating by:

• Sharing lessons learnt within the team and department
• Supporting the role out of new solutions

SKILLS, KNOWLEDGE AND EXPERIENCE REQUIRED

• Experience in a Customer Services environment.
• Be capable and comfortable working in a fast paced environment
• Demonstrate a capacity for problem solving and decision making
• A team player but able to work on own initiative
• The ability to plan and prioritise own work
• Experience and knowledge of the Direct Debit Scheme
• Appropriate handling of sensitive information
• Great verbal and written communication skills
• A responsible attitude. Professional and positive.
• Good \’people skills\’ for building relationships with colleagues at all levels