At a Glance
- Tasks: Lead customer onboarding and relations, ensuring smooth transitions and excellent service.
- Company: Join Workwell, a dynamic company focused on enhancing customer experiences.
- Benefits: Enjoy 25 days annual leave, health benefits, and a hybrid work environment.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Make a real impact by improving customer journeys and building lasting relationships.
- Qualifications: Experience in customer relations and team management is essential.
The predicted salary is between 56000 - 56000 £ per year.
We’re looking for an experienced and customer-focused Head of Customer Relations & Onboarding to lead the customer journey from the point a new client is handed over by Sales, through implementation and into an ongoing relationship with Workwell.
Leading both our Onboarding and Customer Relations functions across multiple brands and service lines, you’ll ensure customers are onboarded effectively, transitioned smoothly into business as usual and receive a consistent level of service once they are live.
A key part of the role will be bringing together Sales, Onboarding and Operations to create clear visibility of upcoming business, implementation requirements and team capacity.
You’ll also help us identify and respond to customer or service risks, improve retention and continually strengthen the overall customer experience.
- What You’ll Be Doing
- Leading the Onboarding and Customer Relations teams across our different brands and service lines.
- Owning the end-to-end onboarding journey, from the initial Sales handover through implementation and transition into business as usual.
- Ensuring clear visibility of the Sales pipeline, upcoming implementations and the capacity required to deliver them successfully.
- Monitoring onboarding timescales, lead times and potential delays against planned go-live dates.
- Ensuring new customers are successfully transitioned into business as usual, with all agreed handover requirements completed.
- Developing the team through cross-training to strengthen knowledge, coverage and support across different products and service lines.
- Owning our approach to customerrelationships once clients are live, including regular reviews, engagement and service communications.
- Managing customer satisfaction across the business, ensuring feedback is reported, understood and translated into meaningful actions.
- Monitoring customer satisfaction scores, survey response rates and the completion of actions raised through feedback and customer reviews.
- Overseeing customer escalations and ensuring there is clear ownership from the point an issue is raised through to its resolution.
- Identifying customers who may be at risk and working with the relevant teams to improve the relationship and support retention.
- Monitoring customer exits and helping the business understand the reasons clients choose to leave.
- Working closely with Operations to improve the handover into business as usual and address service issues identified through customer feedback.
- Maintaining accurate customer and service information to support reporting, communication and effective decision-making.
- Developing a clear understanding of customer needs and identifying potential opportunities for additional services, working with Sales where appropriate.
- Continually reviewing our onboarding and customer relationship processes to improve efficiency and the customer experience.
- Supporting the performance and development of the team against agreed service levels and objectives.
- We’d Love to hear from someone that
- Has strong experience in customer relations, onboarding, service delivery or a similar operational role, ideally within recruitment.
- Has experience leading, managing and developing teams across different functions or locations.
- Builds trusted customer relationships and communicates confidently with senior stakeholders.
- Is comfortable taking ownership of customer escalations and supporting issues through to resolution.
- Has experience managing customer implementations and balancing multiple projects or customer requirements at the same time.
- Can use customer feedback, customer satisfaction measures and operational data to identify risks and opportunities for improvement.
- Understands how Sales, Onboarding and operational delivery need to work together to create a positive customer experience.
- Is process-driven, organised and able to manage competing priorities effectively.
- Has strong commercial awareness and can identify customer risks, retention opportunities and opportunities for additional services.
- Can work effectively across multiple brands, products and service lines.
- Is committed to continuous improvement and enjoys developing processes that benefit both customers and internal team.
What’s next?
Our recruitment team will be in touch for an initial screening call if your application is shortlisted.
Please note that due to high application volumes, we may not be able to respond to every applicant individually.
- What We Can Offer You
- 25 days annual leave (increasing with service) + bank holidays
- Pension
- Health Assured
- Life Assurance
- Cycle to Work Scheme
- Awards
- Long Service Recognition
- Spectrum life
- Annual Pay Review
- Employee Referral
- Brand: Workwell Outsourcing
- Territory: EMEA
- Workplace: Hybrid
Experience: Mid
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Head of Customer Relations & Onboarding in Camberley employer: Workwell Outsourcing
As an Onboarding Manager at our Chester location, you'll be part of a dynamic and results-driven team that thrives on high performance and continuous improvement. We offer a supportive work culture with ample opportunities for professional growth, competitive benefits including generous annual leave and a pension scheme, and a commitment to recognising long service. Join us to make a meaningful impact in the Professional sector while enjoying a vibrant workplace atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Relations & Onboarding in Camberley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Workwell Outsourcing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Workwell Outsourcing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Relations & Onboarding in Camberley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Workwell Outsourcing:Your cover letter is your chance to shine! Tell us why you want to work at Workwell Outsourcing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Workwell Outsourcing!
How to prepare for a job interview at Workwell Outsourcing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
