Senior Customer Onboarding Officer

NOCN Group; Sheffield; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

35-hour working week

Training and development opportunities

Wellbeing support

Free parking

Job summary

NOCN Group is seeking a Senior Customer Onboarding Officer to join the Customer Onboarding team in the United Kingdom. You will report to the Customer Onboarding Quality and Service Lead and help deliver high-quality onboarding services aligned with NOCN's strategic objectives.

The role involves coordinating day-to-day onboarding activity, overseeing pipelines, and guiding decisions on escalations. A hybrid working model is offered, with a 35-hour week and opportunities for professional

Qualifications

• Experience coordinating workloads and workflows in busy environments.
• Strong customer service experience across multiple channels.
• Ability to quality-check the work of others and ensure accuracy.
• Experience managing complex stakeholder relationships.

Responsibilities

• Coordinate day-to-day onboarding activity across the team and monitor progress.
• Oversee application pipelines, identify bottlenecks, and escalate issues.
• Provide oversight of onboarding decisions and ensure policy compliance.
• Lead international centre applications and ensure due diligence.
• Coach and support the onboarding officer and review high-risk cases.
• Review complex or non-standard applications and recommend next steps.

Skills

Workload coordination

Quality checking

Customer service

Administrative experience

Stakeholder management

Education

Level 2 Literacy & Numeracy

Job description

About NOCN Group

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.

Why Join NOCN Group?

Company values

• Responsive
• Supportive
• Honest
• Ethical
• Sustainable
• Respectful
• Innovative

What we can offer you

• 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
• Flexible bank holidays for religious holidays
• Pension scheme
• Wellbeing support
• Training and development opportunities
• Free parking at both offices
• Life assurance
• 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.

Our Commitment to Diversity & Inclusion

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