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- Tasks: Deliver a top-notch onboarding experience for new customers in a dynamic digital platform.
- Company: Join a market-leading company with a friendly and supportive culture.
- Benefits: Enjoy a competitive salary, annual bonus, and hybrid working model.
- Why this job: Make a real impact by building trust and relationships with customers.
- Qualifications: Experience in customer support within a law firm and strong communication skills.
- Other info: Flexible work environment with opportunities for growth and development.
We’re looking for a friendly, proactive and detail-driven Customer Onboarding Specialist to deliver a first-class onboarding experience for new professional services customers, including law firms and lenders, joining a market-leading digital platform. This role is all about building confidence, trust and long-term relationships. You’ll guide new customers through onboarding from initial referral through to their first successful transaction, ensuring they feel supported, informed and genuinely delighted at every stage. You’ll take pride in managing interactions end-to-end, responding accurately the first time, and continuously improving processes based on customer feedback. Over time, you’ll also broaden your involvement into wider operational and customer support activities.
You will have previous experience within the mortgage or conveyancing process and be a confident user of a CRM system.
The Role- Customer Onboarding
- Manage the end-to-end onboarding of new customers in line with defined processes
- Build strong professional relationships throughout onboarding and through completion of the first transaction
- Support multiple customers concurrently, keeping them informed and confident at every stage
- Maintain accurate and up-to-date customer records within a CRM system
- Help law firm customers identify a suitable first transaction
- Provide hands-on guidance throughout the transaction lifecycle, supporting queries through to completion
- Update progress and stage gates to support reporting and internal visibility
- Handover customers smoothly to relationship management once onboarding is complete
- Manage feedback, issues and concerns with an empathetic, resolution-focused approach
- Document feedback and close the loop with customers
- Work with managers to update processes, documentation and training materials
- Contribute to help centre content, knowledge bases and onboarding resources
- Collaborate with colleagues to embed a culture of continuous improvement and high-quality service
- Handle customer enquiries and user access queries
- Support daily administration tasks as required
- Expand knowledge and capability across broader operational activities as experience grows
- Previous experience in a customer-focused support role within a law firm environment
- Confident communicating with customers via phone, video calls and email
- Polite, articulate, cheerful and professional manner
- Strong organisation and time-management skills
- Excellent written and verbal communication skills
- High attention to detail
- Self-motivated, proactive and comfortable working autonomously and as part of a team
- Willingness to learn and continuously develop knowledge
- A genuine passion for delivering first-class customer service
- Calm and composed under pressure
- Collaborative, supportive and flexible
- Professional, reliable and demonstrates high personal integrity
- Strong analytical mindset
- Advanced Microsoft Office skills, particularly Excel
- Enthusiastic, adaptable and eager to expand skills and knowledge
This role is primarily home-based. You must be able and willing to travel to Leeds at least once per week and occasionally travel to the South for Team meetings. Attendance at industry events, roadshows and sales-led activities will also be required.
Customer Onboarding Specialist in Leeds employer: Neom Recruitment Ltd
Contact Detail:
Neom Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Onboarding Specialist in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in law firms or related fields. A friendly chat can lead to valuable insights and even job leads.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios specific to customer onboarding. We recommend role-playing with a friend to build your confidence and refine your responses.
✨Tip Number 3
Showcase your CRM skills! If you’ve used any systems before, be ready to discuss how you’ve leveraged them to improve customer experiences. This will set you apart as a detail-driven candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Onboarding Specialist in Leeds
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your previous experience in customer-focused roles, especially if you've worked in a law firm environment. We want to see how you’ve built relationships and supported customers, so share specific examples that demonstrate your skills.
Be Detail-Oriented: Since this role requires high attention to detail, ensure your application is free from typos and errors. We appreciate a well-organised application that reflects your ability to manage customer records accurately, just like you would in the role.
Communicate Clearly: Your written communication skills are crucial for this position. Use clear and concise language in your application, and don’t hesitate to showcase your cheerful and professional manner. Remember, we’re looking for someone who can communicate effectively with customers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Neom Recruitment Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Onboarding Specialist role. Familiarise yourself with the onboarding process, customer relationship management, and the specific needs of law firms and lenders. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about delivering first-class customer service, prepare examples from your past experiences where you've successfully managed customer relationships. Highlight how you built trust and resolved issues, as this will resonate well with the interviewers looking for someone who can handle customer queries with empathy and professionalism.
✨Be Ready to Discuss Feedback and Improvement
The job involves continuous improvement based on customer feedback. Think of instances where you've contributed to process enhancements or handled customer feedback effectively. Be prepared to discuss how you can apply this mindset to the onboarding process at their company.
✨Demonstrate Your Organisational Skills
As a Customer Onboarding Specialist, you'll need to manage multiple customers simultaneously. Bring up your time-management strategies and organisational skills during the interview. You could even mention tools or methods you use to keep track of tasks and ensure nothing falls through the cracks.
