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.

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.

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.

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

CX Onboarding Specialist

Benefits

Job Description