Customer Onboarding Associate (WFH)

About the Client 

The client's mission is to enable affordable childcare for parents, high quality early education for children and amazing careers for childminders. We want to give children the best start in life - providing an amazing early years education during the highest impact and formative stages of a child's development. To do this, we are an EdTech start-up that offers a platform that empowers micro-entrepreneurs to open their own home nurseries. Backed by leading investors from Local Globe and Index Ventures.

Work hours: Monday - Friday, 8:00 am to 5:00 pm or 9:00 am to 6:00 pm, UK Time  (Subject to change upon prior notice)

Work set-up: Work from Home

What you’ll do

• Monitoring inboxes and phone lines in case trainees call in with issues, to direct them to the relevant teams or resolve the issue themselves

• Logging, reviewing, and approving documents from trainees, including:

  • Managing the onboarding inbox (Local Authority checks and Ofsted checks)

  • Managing the DBS UCheck portal

  • Managing the GP checks

  • Uploading first aid training and ensuring the certificates are valid and up to date

  • Downloading/reviewing docs that are received by advisers and tagged to onboarding team

• Supporting trainees throughout their journey, including:

  • Outbound calling trainees to chase them to submit documents

  • Answering questions & troubleshooting issues regarding checks

Requirements

What You Bring

• Strong and professional written and verbal English (to answer customer phone calls and respond to emails)

• Attention to detail (to process checks, stay on top of admin, make sure nothing falls through the cracks)

• Responsiveness and ability to prioritise (to respond to urgent requests, but also carve out time to dedicate to longer term projects)

• Minimum 1 year experience in customer service/operations (experience dealing with customer queries)

• The ability to be flexible and eager to be learning new tasks. Being a start up you have to be able to pivot to take on new responsibilities if the business needs.