Onboarding Specialist in Stoke-on-Trent

Salary – Competitive commensurate with experience.

Company benefits – Pension, Medicash plan, employee discounts, 25 days annual leave entitlement increasing with length of service.

Location – Stoke on Trent, 5 mins walk from station with onsite car parking. Whilst we can support working from home if you wish, you will need to be comfortable commuting into the office when needed.

About Click Dealer: In today’s dynamic Motor Dealer environment, Click Dealer understands the importance of new, innovative solutions to improve dealer performance and build customer loyalty. We have over 20 years’ experience, with over 1,700 dealership clients and a portfolio of award-winning products including: websites, dealer management systems, lead management, stocking solutions, finance technology and lead generation SEM services.

The Clickers, as staff here are affectionately known, are the key to our success and we aim to provide them with a supportive and entrepreneurial work environment that fosters collaboration and allows our people to take responsibility, be successful, improve our business, improve our customers’ business and grow their own skills and personal development.

What a typical week looks like: We are seeking a highly organised and motivated Onboarding Specialist to join our SaaS business. This role is pivotal in ensuring a seamless onboarding experience for new clients, working closely with various internal teams, and managing training and project management tasks. The ideal candidate will have excellent communication skills, a strong understanding of SaaS products, and a passion for delivering exceptional customer service.

The Project Onboarding team supports new customers in their transition from their previous provider to Click Dealer. You will act as a liaison between our clients and internal teams, ensuring customers go-live as scheduled and in accordance with strict internal SLA’s, which ensure we’re onboarding our clients efficiently.

Post go-live, you’ll enhance the client experience through things like communicating next steps to the client, arranging additional training sessions, creating or sending documentation and offering further support and guidance as needed. You’ll also monitor the usage to ensure the customer is using the system to its full potential, identifying any gaps or areas where additional support is needed within their product stack and proactively reach out to encourage adoption and discuss future next steps.

This role will introduce you to the department as a whole, managing both onboarding and live clients with a focus on customer success delivered within a timely manner. This is a great opportunity to play a key part in the customer’s journey ensuring they have a great onboarding experience with Click Dealer.

About You: A confident communication style and professional phone manner. Attention to detail – able to spot potential issues and take ownership to completion. Confident in making decisions and advising/educating customers.

What will help you succeed in this role: Strong organisational skills & ability to manage several workflows. Previous telephone based customer service experience. Computer skills including MS Word & Outlook and customer database systems. Previous experience of achieving customer focused targets/SLA’s. Previous experience collaborating with internal departments.

Why work for Click Dealer? Click Dealer has been operating for over 20 years – originally founded by Gerry, who remains with the business as our Chief Visionary Officer. We provide a range of SaaS (Software as a Service) solutions to independent used car & van dealerships – including websites, dealer management system, and digital marketing solutions. We’ve won multiple awards and have a strong reputation in our industry.

It’s important that all our team members (or ‘Clickers’ as we affectionately call our employees) feel part of our Click family – we want you to feel welcome here. Everyone is a part of something extraordinary. Here, we have a culture, team, and atmosphere in which every Clicker’s work is valued and important. Your work is always appreciated and recognised. We can never give enough praise or recognition to our Clickers. Whether that’s through treating them to lunch or giving them a shout out in Microsoft teams.

You can lean on and trust us. All of our Clickers massively respect and appreciate one another, making the Click Dealer environment one that brings a great sense of belonging. Here you can lean on and trust your coworkers to work with you. You’re constantly encouraged. We’re always encouraging and helping our Clickers to do better and continuously learn. We provide clear pathways for career progression, with access to support and training to help get you there.

Everyone is treated fairly. We are an Equal Opportunity Employer, which means that we are proud to fairly reward people for their efforts and achievements, as well as provide our employees every opportunity to provide feedback and talk to us if there is an issue. We know that you have a life outside of work with your own needs and desires – we put real value on inclusivity and people’s wellbeing.

You can expect: Flexible working environment – whether you prefer being in our office or would rather work predominantly at home, we can support flexible working arrangements. 25 days holiday plus bank holidays, increasing with service level. We encourage our team to book their holidays and take a break! Medical plan, including an Employee Assistance Programme. Our plan offers a range of services, including: a virtual GP service, 24/7 help line, and help with optical & dental costs. Training & Development – we want to support our Clickers with growth and upskilling. If there’s an opportunity you’re interested in, we are all ears!

The finer details: The role: The team: Product Onboarding team – Operations. Contract type: Permanent, 35 hours per week. Our office: Winton House, Stoke-on-Trent, ST4 2RW – close to bus and rail links.

If you’re excited by this opportunity and want to apply, send your CV in to us. It would be great to hear why you’re interested in this being your next role!