Customer Service and Onboarding Advisor
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Job Location:
Birmingham - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Company Outline
Job Title:Customer Service & Onboarding Advisor
Location:Hybrid / Birmingham - 1 Day in Office Per Week
Salary:Competitive (DoE)
Contract Type:Permanent Full-Time
What We CanOffer 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 and Access to Wellbeing Resources
Why do we want you
Please note:To complete your application you will be redirected to Wilmington plcs career site.
At Wilmington plc we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme please use the contact details provided once you have clicked apply!
Job purpose tasks and responsibilities
Your responsibilities include:
Customer 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 pregolive checks on accounts permissions and access.
Proactive Customer Support
- 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.
Technical Guidance & Troubleshooting
- 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.
Learning Content
- 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 someones experience with ICA. Our Learners often arrive feeling unsure about new systems or processes and youre 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
Essential and desirable capabilities
- Experience in a customerfacing 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 problemsolving skills especially when troubleshooting access login or systemnavigation 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 customerfirst 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 elearning 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 its not a skill but the successful candidate must have permission to work in the roles location by the start of their employment.
Before you go....
About Us
ICA is the leading professional body for the global compliance community. Since 2001 weve helped over 150000 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 youll not only make a real difference for our customers youll also enjoy flexibility through hybrid working and benefit from a wide range of learning career and development opportunities.
Whether youre just starting out returning to work after a break or looking to take your next step youll be doing work with meaning.
Join us and make a real difference. Click on APPLY today!
The Legal Bit!
The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties responsibilities and skills required for this position.
*Please note that this role may remain advertised until an offer of employment has been made.
Required Experience:
Unclear Seniority
Key Skills
- Sales Experience
- Time Management
- Order Management System
- Customer Service
- Dealership Experience
- GM Vehicles
- Retail Sales
- Tire Service
- Automotive Repair
- OSHA
- Service Writing
- Automotive Service
