Onboarding Administrator

Protected Trust Services; Sunderland; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Company pension

On-site parking

Bike to Work Scheme

Training and development

Job summary

Protected Trust Services is hiring an On-Boarding Advisor in Sunderland. You will support onboarding new members, review applications, issue contracts, and gather essential business information.

The role involves coordinating handover calls via Teams or in person and maintaining clear records. The ideal candidate is highly organised, detail-focused, and enjoys delivering excellent customer service in a fast-paced environment.

Qualifications

• Strong organisational skills and attention to detail.
• Excellent communication and interpersonal abilities.
• Experience in onboarding or process-driven roles is a plus.

Responsibilities

• Assist in onboarding new members and issuing contracts.
• Review applications and gather key information.
• Coordinate handover calls via Teams or in person.
• Maintain accurate records in internal systems.
• Support smooth integration into the PTS network and respond to queries.

Skills

Administrative skills

Organisational skills

Communication skills

Customer service

Microsoft Office

Tools

CRM platforms

Job description

Protected Trust Services (PTS) is a leading name in the travel industry, providing financial protection and regulatory support to travel businesses across the UK. We help our members trade confidently and compliantly, backed by robust systems, expert guidance, and a personalised service.

Due to continued growth, we’re looking for a highly organised and personable On-Boarding Advisor to join our friendly team in our Sunderland office. You'll be working closely with the team to deliver a seamless onboarding experience to new PTS members.

The Role

As an On-Boarding Advisor, you’ll play a key part in the early stages of the member journey, from assessing new member applications and issuing contracts to gathering key business information and conducting handover calls via Teams or in person.

This is a fast-paced, people-focused role ideal for someone with excellent organisation skills, a keen eye for detail, and a passion for delivering great service.

Key Responsibilities:

• Support the New Member Manager in onboarding new clients
• Review applications and assess key details, including compliance documentation
• Issue contracts and manage the collection of member information
• Maintain clear, up-to-date records in internal systems
• Conduct Teams or face-to-face calls to hand over and guide new members
• Liaise with internal teams to ensure a smooth transition into the PTS network
• Help troubleshoot and guide members through early queries and setup
• Assist in improving onboarding workflows and member communications
• Highly organised with strong attention to detail
• Friendly, professional, and confident on the phone, Teams, and in person
• Strong administrative skills and experience working in a process-driven role
• Self-motivated, with a proactive and supportive approach
• Travel industry experience is highly desirable but not essential
• Comfortable using Microsoft Office, CRM platforms, and digital tools

What We Offer

• A supportive, close-knit team culture
• Opportunities to grow within a trusted and expanding travel services company
• Training and development to help you succeed in your role
• Competitive salary, based on your experience and skills
• Company pension
• On-site parking
• Bike to Work Scheme

If you’re a people-person who loves organisation, thrives in a collaborative environment, and wants to support travel businesses on their journey, we want to hear from you.