CX Onboarding Specialist

You will be responsible for providing our clients with a seamless, fast and friendly client onboarding process, assisting with a range of administrative needs and queries as they arise, and ensuring a smooth handover to the CX Account Managers and technical teams.
Your knowledge, experience, and attributes

• Min. 2 years experience working in a customer facing role
• Min NFQ Level 5 educational training
• Demonstrated experience in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email;
• Ability to show strong  interpersonal skills with outgoing, friendly personality, excellent verbal and written communication skills;
• Highly organised individual who works efficiently and calmly, prioritises work based on importance, manages time effectively; 
• Collaboration and Teamwork - Works cooperatively with others, contributing to a positive team environment and shared success.  Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company;
• Progressing Company Culture / Company Contribution - Actively supports and enhances company values and gets involved in company activities, contributing to a positive workplace culture and organisational success;
• Previous experience of the contracting workforce is an advantage.

Your Day to Day

• Model and reinforce a dedication to our mission, vision, and values.
• Being a key point of contact for contractor clients during the onboarding process, and providing proactive, fast and friendly support to effectively manage client queries during this period; 
• Administration and process compliance with customer onboarding and cessation procedures; 
• Liaising with our internal technical teams to effectively and efficiently resolve client queries; 
• Supporting our client’s success by providing information and guidance on all aspects of their onboarding or cessation; 
• Supporting the relationships between Fenero and our contractor clients from point of sign up until they are set up as a client, providing a best-in-class customer experience;
• Supporting positive relationships with our business referrers, in particular recruitment agencies.
• Working closely with the CX, Umbrella, PLC and Solutions Teams to ensure good working relationships, knowledge sharing and a great customer experience during the onboarding process.
• Ensuring a seamless handover to the client’s Account Manager and/or technical teams; 
• Managing clients’ migration from one Fenero service to another; 
• Contributing to the improvement of our services by encouraging feedback from customers regarding their experience of our service;
• Completing daily operations activities to achieve consistently positive customer experience and within agreed KPIs;
• Administration and processing of weekly and monthly tax relief orders;
• Identifying and implementing opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team;
• Other ad hoc work as may be needed.

Benefits
Remote first working, enhanced annual leave and service related leave, 24/7 EAP, employer contribution pension, life assurance, home working subsidy, health & wellbeing subsidy, 5% group health insurance discount, social events, paid education and study leave