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For Companies At a Glance
- Tasks: Help learners navigate our online platform and solve tech issues.
- Company: Join the International Compliance Association, a leader in compliance education.
- Benefits: Enjoy 25 days annual leave, hybrid working, and health perks.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by supporting learners on their journey.
- Qualifications: Customer service experience and problem-solving skills are essential.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Location: Hybrid / Birmingham - 1 Day in Office Per Week
Salary: Competitive (DoE)
Contract Type: Permanent, Full-Time
What We Can Offer You:
- 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles)
- Additional Holiday Purchase
- Hybrid Working
- Performance-Related Bonus
- Life Assurance
- Vitality Private Healthcare
- Subsidised Gym Memberships
- Cycle to Work scheme
- Discount Vouchers
- Access to Wellbeing Resources
Why Do We Want You
Do you enjoy helping people solve problems and get comfortable with technology? At the International Compliance Association (part of Wilmington plc), you’ll support learners as they get started with our online platform. This role is focused entirely on guiding, assisting, and problem-solving; it is not a sales position. You’ll help users with first logins, show them how to access resources, answer everyday technical questions, and contribute to keeping onboarding processes and learning materials clear and up to date.
If you enjoy a hands-on role where you can put your people and tech skills to good use, we’d love to hear from you.
Your responsibilities include:
- Learner Activation & Onboarding
- Set up new customer accounts accurately and on time.
- Send welcome communications and guide customers through first login and initial setup.
- Provide friendly product orientation and signpost helpful resources.
- Keep onboarding checklists, logs, and customer notes up to date.
- Support pre-go live checks on accounts, permissions, and access.
- Monitor early customer usage and identify risks such as low engagement.
- Provide proactive outreach based on usage triggers.
- Share updates on any issues that may affect onboarding or access.
- Assist with basic access queries, login issues, and general troubleshooting.
- Process password resets, account changes, and contact updates.
- Help customers navigate the platform and use key features.
- Support the creation and upkeep of digital learning content on the LMS (Totara).
- Ensure learning materials are accurate, up to date, and correctly restricted for users.
What is the Best Thing About This Role
You get to make a real difference to someone’s experience with ICA. Our Learners often arrive feeling unsure about new systems or processes, and you’re the person who helps everything click into place. Every day brings a mix of tasks - from guiding someone through their first login to sorting a quick technical fix - so the work stays varied and interesting.
What is the Most Challenging Thing About This Role
Some queries can be time sensitive, especially when learners are trying to log in for an exam or to begin a course. In those moments, they need quick, clear support, and you’ll be working within set SLAs to make sure they aren’t left waiting. You may also be handling more than one request at once, so you’ll need to stay focused and organised.
To be successful in this role, you must have:
- Experience in a customer facing role such as onboarding, customer support, service desk, or customer success.
- The ability to confidently guide customers through their first login, setup steps, and basic product orientation.
- Strong problem solving skills, especially when troubleshooting access, login, or system navigation queries.
- Comfort handling basic technical issues, with good judgement on when to escalate more complex problems.
- Experience using CRM or ticketing systems to log activity, track progress, and manage tasks efficiently.
- Clear, friendly written and verbal communication skills with a supportive, customer first approach.
- High attention to detail when updating accounts, processing changes, or completing onboarding checklists.
- Strong organisational skills and the ability to manage your workload effectively to meet SLAs.
To be successful in this role, it would be great if you have:
- Experience onboarding customers onto digital learning platforms or e-learning products.
- Familiarity with LMS systems.
- An understanding of customer engagement and adoption metrics.
- Experience creating or maintaining help articles, guides, or support documentation.
- Exposure to analysing basic usage data or reporting onboarding activity.
- Previous experience supporting product introductions, training sessions, or customer education.
We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
About Us
ICA is the leading professional body for the global compliance community. Since 2001, we’ve helped over 150,000 professionals across 152 countries enhance their knowledge and skills. We inspire and enable our members to conduct the right business in the right way. Join us and do Work That Means Something.
At Wilmington plc, we help global customers to do the right business in the right way - providing trusted data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape. When you join us, you’ll not only make a real difference for our customers, you’ll also enjoy flexibility through hybrid working and benefit from a wide range of learning, career, and development opportunities. Whether you’re just starting out, returning to work after a break, or looking to take your next step, you’ll be doing work with meaning. Join us and make a real difference.
Click on “APPLY” today.
Learner Onboarding Advisor employer: ICA
Contact Detail:
ICA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Learner Onboarding Advisor
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about helping learners navigate tech issues, think of examples where you've successfully resolved problems in the past. Be ready to share these during your chat!
✨Tip Number 3
Show off your communication skills! Whether it's through a mock onboarding session or discussing how you would guide someone through their first login, demonstrate your ability to explain things clearly and supportively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Learner Onboarding Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Learner Onboarding Advisor role. Highlight your experience in customer support and any tech skills you have, as this will show us you're a great fit for helping learners get comfortable with our platform.
Show Off Your Problem-Solving Skills: In your application, share examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their ability to troubleshoot and provide clear solutions, especially when it comes to tech issues.
Be Personable and Clear: Since this role is all about guiding learners, make sure your written communication reflects your friendly and supportive nature. Use clear language and a positive tone to show us that you can connect with customers effectively.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at ICA
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Learner Onboarding Advisor role. Familiarise yourself with the responsibilities like guiding customers through their first login and troubleshooting basic access queries. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Problem-Solving Skills
Since this role is all about helping learners solve problems, be prepared to share specific examples from your past experiences where you've successfully resolved issues. Highlight your approach to troubleshooting and how you ensure customer satisfaction, as this will demonstrate your fit for the role.
✨Practice Clear Communication
As a Learner Onboarding Advisor, you'll need to communicate clearly and effectively. Practice explaining technical concepts in simple terms, as if you were talking to someone who isn't tech-savvy. This will not only help you during the interview but also reflect your ability to support learners effectively.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the onboarding process, team dynamics, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.