Onboarding & Customer Experience Lead – Financial Advice

skipton; Skipton; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Annual discretionary bonus

25 days annual leave + bank holidays

Employer pension contributions up to £

Staff mortgage access and product/perk

Flexible working to balance your life

Private medical insurance & wellbeing

Cycle-to-work & gym discounts

Home & Tech vouchers (Currys, IKEA)

Job summary

Skipton is seeking a Customer Contact Lead in Skipton to own the onboarding journey for Financial Advice customers, keeping them informed and engaged. After a 3-month training at the Head Office, you will work in a hybrid role with a minimum of 3 days onsite weekly.

The role focuses on delivering excellent customer service, resolving complex queries, and collaborating with advisers and operations teams to ensure smooth progression and positive outcomes for customers.

Qualifications

• Experience in a Financial Advice environment and understanding of FA processes.
• Ability to handle complex queries in a fast-paced service setting.
• Experience managing administrative tasks and updating systems.
• Telephony experience with professional customer conversations.
• Confidence communicating with a wide range of customers and delivering a positive experience.

Responsibilities

• Contact customers during onboarding, keeping them informed via phone and email.
• Manage workflow queues, own queries, and meet agreed standards and SLAs.
• Work with Financial Advisers and operations teams to support positive outcomes.
• Identify opportunities to improve the customer journey and service experience.

Skills

Customer service

Relationship building

Phone & email communication

Clear communication

Attention to detail

Job description

Skipton is seeking a Customer Contact Lead in Skipton to own the onboarding journey for Financial Advice customers, keeping them informed and engaged. After a 3-month training at the Head Office, you will work in a hybrid role with a minimum of 3 days onsite weekly.

The role focuses on delivering excellent customer service, resolving complex queries, and collaborating with advisers and operations teams to ensure smooth progression and positive outcomes for customers.