Senior Onboarding & Customer Success Lead

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

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.