Senior Customer Onboarding Officer

Hollybank Trustees Ltd; Sheffield; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Flexible working

Free parking

Training opportunities

Dress down Fridays

38 days annual leave

Tax-free childcare schemes

Modern office spaces

Job summary

NOCN Group is seeking a Senior Customer Onboarding Officer to join the Onboarding team in a permanent, full-time capacity. The role reports to the Customer Onboarding Quality and Service Lead and focuses on delivering high-quality onboarding services aligned with NOCN’s objectives.

The role involves coordinating workflows, ensuring timely progress of applications, and guiding colleagues while maintaining policy and risk compliance. Hybrid working is available in this busy public-sector context.

Qualifications

• Level 2 in Literacy and Numeracy is required.
• Commitment to continuing professional development.
• Experience in demanding administrative or operational roles.
• Experience coordinating workloads, workflows or operations and quality-checking others.
• Experience delivering excellent customer service face-to-face, on the phone and in writing.
• Experience managing complex stakeholder relationships.

Responsibilities

• Coordinate day-to-day onboarding activity across the team.
• Maintain oversight of application pipelines and escalate issues.
• Oversee onboarding decisions for consistency and risk alignment.
• Lead for international centre applications and due diligence.
• Provide guidance and coaching to junior colleagues.
• Review and advise on high-risk, non-standard applications.

Skills

Level 2 Literacy & Numeracy

CPD commitment

Administrative / operational role

Workload coordination

Customer service delivery

Stakeholder management

Education

Level 2 Literacy & Numeracy

Job description

Location: On site / Sheffield, UK
job type: Permanent / Full-time
Sector and subsector: Public Sector | Education and Training
Annual Salary range:from £ 35,714.00 to £ 41,790.00

NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals. To find out more, visit our website.

Overview of the role

We are seeking a motivated and professional Senior Customer Onboarding Officer to join our Customer Onboarding team.

Reporting to the Customer Onboarding Quality and Service Lead, you will play a key role in delivering high-quality services aligned with NOCN’s strategic objectives.

Key Responsibilities

• Coordinate day-to-day onboarding activity across the team, overseeing application workflows, monitoring progress against service standards and ensuring customer applications are progressed in a timely and effective manner.
• Maintain oversight of application pipelines, identifying bottlenecks, risks and delays, taking corrective action where appropriate and escalating significant issues to the Customer Onboarding Quality and Service Lead.
• Provide oversight of onboarding decisions made by the Customer Onboarding Officer, ensuring consistency, accuracy and adherence to NOCN policies, procedures and risk frameworks, as well as recommending decisions on escalated applications, referring to the Customer Onboarding Quality and Service Lead, where required.
• Act as the primary operational lead for international centre applications, managing enhanced due diligence requirements, coordinating stakeholder engagement and ensuring applications are reviewed in accordance with NOCN policies and risk frameworks.
• Provide guidance, coaching and support to the Customer Onboarding Officer, ensuring onboarding procedures are applied consistently and customer enquiries are managed effectively.
• Undertake reviews of higher-risk, complex or non-standard applications, making recommendations to the Customer Onboarding Quality and Service Lead regarding next steps, approval requirements and risk mitigations.

About You

• Level 2 in Literacy and Numeracy
• Commitment to continuing professional development
• Experience in a demanding administrative or operational role.
• Experience coordinating workloads, workflows or operational activities, as well as quality-checking the work of others.
• Experience delivering excellent customer service, face to face, on the phone, and written
• Experience of managing complex stakeholder relationships.

We offer 38 days of annual leave this includes 8 bank holidays and 3 closure days between Christmas and New Year

We can offer hybrid working

35-hour working week

We can offer flexible working for a better work-life balance

Buy/Sell Annual leave

Pension scheme

Training and development opportunities

Free parking at both offices

Modern office spaces

Enhanced family leave

Optional tax-free childcare schemes

Dress down Fridays

Please note: Due to the high volume of applications, we can only provide feedback at the interview stage.

As a proud member of both Disability Confident and Inclusive Employers standard, we celebrate and recognise the benefits of equity, diversity, inclusion and belonging. As such, we welcome and encourage applicants from all backgrounds, and should you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will do our best to accommodate