Customer Onboarding Executive

ParentPay Group; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

SchoolHire, part of ParentPay Group, is seeking a Customer Onboarding Executive to guide schools and end users through onboarding and training on our online booking platform. This remote UK role emphasizes delivering exceptional customer experiences and building strong client relationships.

You will collaborate with a friendly team, deliver engaging online training, and provide ongoing support to maximise platform value. A proactive, customer-focused attitude is essential.

Qualifications

• Experience delivering customer support or working in a customer-facing role.
• Comfortable working independently and remotely.
• Ability to build positive relationships with customers.
• Experience delivering online training or supporting onboarding.
• Experience using online platforms, systems or software.
• Excellent verbal and written communication skills.
• Strong problem-solving and proactive approach.
• Good organisation and ability to prioritise.
• Enthusiasm for high-standard customer service.

Responsibilities

• Respond to incoming customer enquiries and resolve issues efficiently and professionally.
• Deliver engaging online training sessions and webinars for clients.
• Support schools through onboarding for a smooth experience.
• Build strong relationships with customers via regular communication and ongoing support.
• Consistently deliver high standard of customer service and exceed expectations.
• Collaborate with colleagues across the business to ensure best customer experience.

Skills

Customer support

Remote work

Relationship building

Explain technical information

Online training delivery

Platform proficiency

Communication skills

Problem solving

Organization

Customer onboarding

Education

Experience in customer onboarding

Tools

CRM systems

Training platforms

Job description

Customer Onboarding Executive

Department: Commercial Other

Employment Type: Permanent - Full Time

Location: Remote, UK

Reporting To: Tom Derbyshire

Description

SchoolHire, a market-leading technology company working with over 1,500 schools nationwide, helps schools maximise the use of their facilities through its innovative online booking platform. It is part of the ParentPay Group, the UK's leading provider of cashless payments and parental engagement solutions for schools.

As a Customer Support Executive, you will play a key role in delivering an exceptional customer experience. Acting as the primary point of contact for both end users of the platform and school partners, you will guide them through onboarding, deliver training, and provide ongoing support to help them get the most value from the platform.

This is a remote role, offering the opportunity to work from home while collaborating closely with a friendly and supportive team. We are looking for an enthusiastic, proactive individual who is passionate about customer service and enjoys building strong relationships with clients.

Key Responsibilities

• Respond to incoming customer enquiries and ensure issues are resolved efficiently and professionally.
• Deliver engaging online training sessions and webinars, helping clients confidently navigate and use the platform.
• Support schools throughout their onboarding journey, ensuring a smooth and positive experience.
• Build strong relationships with customers through regular communication and ongoing support.
• Consistently deliver a high standard of customer service, exceeding client expectations wherever possible.
• Work collaboratively with colleagues across the business to ensure customers receive the best possible experience.

Ways of working:

• Take ownership of customer enquiries and follow issues through to resolution, keeping customers informed along the way.
• Work collaboratively with colleagues to share knowledge and ensure customers receive consistent support.
• Communicate clearly and adapt your approach to suit different customers and levels of technical confidence.
• Manage priorities effectively in a remote-working environment, balancing incoming enquiries with training and onboarding activity.

Skills, Knowledge and Expertise

• Experience delivering customer support or working in a customer-facing role
• Comfortable working independently and collaboratively in a remote team
• Experience building positive relationships with customers or clients
• Ability to explain technical information clearly and simply
• Experience delivering online training or supporting customer onboarding
• Experience working with online platforms, systems or software
• Excellent verbal and written communication skills
• Strong problem-solving skills and a proactive, solutions-focused approach
• Good organisation and ability to manage competing priorities
• Enthusiasm for delivering a high standard of customer service