At a Glance
- Tasks: Own the onboarding experience for new contractors, ensuring a seamless introduction to Workwell.
- Company: Join a dynamic team at Workwell, focused on customer success and innovation.
- Benefits: Enjoy 25 days annual leave, health benefits, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for growth and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving business success.
- Qualifications: Experience in customer onboarding or sales, with strong communication and leadership skills.
The predicted salary is between 37800 - 46200 £ per year.
The Customer Onboarding Manager will own the end-to-end onboarding experience, ensuring new contractors receive a professional, personalised and seamless introduction to Workwell from first contact through to go-live. This role is accountable for driving revenue and conversion, improving customer outcomes and embedding consistent service standards across the onboarding journey. Working closely with cross-functional teams, the role will balance commercial performance with customer experience, compliance and continuous improvement.
What you'll be doing:
- Own the end-to-end onboarding experience, ensuring new contractors receive a professional, personalised and seamless introduction to Workwell from first contact through to go-live.
- Lead, coach and develop the onboarding team, setting clear daily, weekly and monthly performance expectations and supporting team capability development.
- Drive revenue and conversion performance across the onboarding funnel, including lead-to-registration, registration-to-active conversion and Workwell Plus uptake.
- Embed agreed quality standards, undertaking regular reviews of onboarding conversations to ensure consistency, compliance, customer experience and commercial effectiveness.
- Maintain structured lead management and follow-up cadences, ensuring accurate CRM usage, pipeline tracking and timely customer contact.
- Track, analyse and report on key performance indicators, including activity levels, conversion rates, customer feedback, service trends and Workwell Plus penetration.
- Use data-led performance management to identify trends, risks and improvement opportunities, providing insight and updates to senior leadership.
- Analyse customer feedback and service trends to identify improvement opportunities and enhance conversion and customer outcomes.
- Identify, prioritise and lead process improvements across onboarding journeys, systems and communications to improve efficiency and customer outcomes.
- Develop and refine call frameworks, scripts, service standards and customer communications to ensure consistency and quality across onboarding conversations.
- Act as the onboarding subject matter expert and represent the onboarding function in cross-functional initiatives, ensuring customer journeys, processes and communications deliver a consistent customer experience.
- Collaborate closely with Customer Success, Sales, Marketing, Payroll, Operations and other business areas to support seamless onboarding and service delivery.
- Provide feedback to Marketing and other teams on lead quality, customer insight and opportunities to test and optimise new approaches.
- Take ownership of quality assurance, service standards, process improvement, customer experience during onboarding and cross-functional customer journey improvement.
We'd love to hear from someone that:
- Has experience managing customer onboarding, customer success, sales development or contact centre operations.
- Understands how to balance commercial outcomes with customer experience and regulatory requirements.
- Has a strong track record of delivering against conversion, revenue or customer outcome targets.
- Has experience implementing service improvements, quality frameworks or performance management initiatives.
- Is comfortable using CRM systems, dashboards and operational reporting to drive decision making.
- Has experience managing, coaching or developing a performance-driven team.
- Communicates clearly and effectively, with strong influencing skills and a collaborative approach.
- Brings energy, resilience and accountability to a fast-paced, target-driven environment, with a strong focus on continuous improvement.
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
Customer Onboarding Manager employer: Workwell
Workwell Global (WWG) is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work culture. With a focus on innovation and collaboration, WWG offers unique opportunities to engage in strategic transformation projects while enjoying the flexibility of a hybrid work environment. Employees benefit from comprehensive training, a commitment to work-life balance, and the chance to make a meaningful impact in the global hiring landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Workwell. 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 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 Customer Onboarding Manager
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:Your cover letter is your chance to shine! Tell us why you want to work at Workwell 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!
How to prepare for a job interview at Workwell
✨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.
