Onboarding Coordinator

Daisy Group; Lower Blandford St Mary; On-site; GBP 30,000 - 42,000; Full time

Job summary

Daisy Group is seeking an Onboarding Coordinator to support the smooth transition of customers onto the network. You will coordinate installations, migrations and changes, liaising with suppliers and internal teams to ensure a seamless experience.

Key duties include managing orders, programming routers, updating records, and resolving provisioning issues while maintaining strong customer service standards. A focus on compliance with security and health & safety policies is essential.

Qualifications

• Candidates must demonstrate strong customer service skills and experience in administration.
• Excellent attention to detail is essential for accurate data handling and order processing.
• Proven ability to solve problems and escalate when necessary to resolve issues.
• Experience handling inquiries and maintaining records to support smooth onboarding.

Responsibilities

• Manage incoming orders for migrations, new connections, and changes to existing services.
• Order and monitor progress of orders using online systems.
• Program routers for End Users and request equipment delivery to site.
• Communicate via phone and follow up by email on all correspondence.
• Resolve provisioning faults and liaise with third-party suppliers during orders.
• Answer inbound calls from internal customers in a professional manner.
• Update in-house database with broadband setup information for accuracy.
• Arrange surveys and liaise with installation department to meet customer requirements.
• Provide information to engineers to inform customer visits.
• Decide and implement alternate installation routes to speed installations.
• Handle outbound communications during installation/site moves.
• Respond to installation queries via inbound calls and emails.
• Raise security incident reports if fraudulent activity is suspected.
• Review Security Policies to ensure compliance with laws and company policies.
• Carry out ad hoc assignments and ensure health and safety compliance.

Skills

Strong Customer Service Skills

Admin experience

Attention to Detail

Problem Solving & Escalation

Job description

Purpose of the Role

The Onboarding Team is the first point of contact in the customer journey, ensuring a smooth transition onto the 4Com network. You will be responsible for coordinating the installation of new services and the transfer of existing services from other providers, working closely with suppliers and internal departments to deliver an excellent customer experience.

Key Responsibilities

• Managing incoming orders for migrations, new connections, and changes to existing services.
• Ordering and monitoring the progress of orders using the online systems.
• Programming new routers for End Users and requesting equipment to be delivered to site.
• Communicate via phone call and follow up by email all correspondence.
• Resolve any provisioning faults.
• Liaise with all 3rd party suppliers and support teams during life of orders and early life failure.
• Answer incoming calls from internal customers in a professional and timely manner.
• Updating in-house database with relevant information to ensure that all information relating to broadband set up and installation is correct
• Where necessary arrange surveys & liaise with the installation department to make sure all customer requirements are met.
• Collecting relevant information to ensure the engineer is appropriately informed for the all customer visits.
• Deciding and implementing alternate installation routes, to complete installations as swiftly as possible
• Outbound communication during installation/site moves
• Handling inbound calls through the call centre relating to incoming installation queries
• Answering internal and external email enquiries relating to installations
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review the company Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any 'ad hoc' assignments as and when required.
• To be compliant with health and safety company policy and legislation.

Educational Qualifications - Essential

(Training, Professional memberships, Accreditations)

Experience, Knowledge & Expertise - Essential Experience

• Strong Customer Service Skills
• Admin experience
• Attention to Detail
• Problem Solving & Escalation Management