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We are looking to recruit an Onboarding Co-ordinator to support our Accountancy and Parasol teams.
Caroola is a group of market-leading brands that specialise in providing tax management, umbrella, and accountancy services to small businesses and a high-quality contingent workforce in the UK. Our mission is to unite and empower the agile workforce community with innovative technology, exceptional service, and expertise, all under one brand. Our top priority is to offer unparalleled support to our clients, easing their workload and helping them grow with us. This is who we are, and what we do.
You will:
Role Overview:
Within the role, you'll be responsible for onboarding new clients into Parasol and Caroola, providing them with a dedicated point of contact. You will guide clients through each step, delivering excellent customer service to ensure retention. You will also proactively promote the company’s partnerships based on client needs.
Role and Responsibilities:
* Resolve all telephone and email enquiries to the client’s satisfaction.
* Nurture clients and manage expectations through regular communication and relationship building.
* Take ownership and accountability of all work produced.
* Build client interest in products by adding value at every opportunity.
* Retain existing clients through reactive and proactive retention strategies.
* Work effectively as part of a team, contributing to team spirit and being open to ideas.
* Suggest improvements to processes and the overall client experience.
* Communicate professionally and in compliance with standards.
* Welcome feedback and demonstrate performance improvement.
* Achieve individual and departmental performance targets.
* Adapt positively to change and meet evolving work requirements.
* Support department and company initiatives actively.
* Prepare for and contribute to performance development reviews, identifying training needs.
* Find appropriate resolutions for clients by taking ownership.
* Manage a portfolio of clients efficiently by prioritising tasks.
* Build rapport with clients to provide excellent service.
* Maintain strict client confidentiality at all times.
* Uphold high standards of professionalism and personal drive.
* Take responsibility for all aspects of work with accountability.
Skills & Requirements:
Skills and Experience Required:
* Experience in a customer-focused environment.
* Clear communication skills.
* Track record of achieving targets.
* Accountability for own work.
* Strong soft skills and rapport-building ability.
* Innovative mindset and initiative use.
* Organisational and time management skills.
* Ability to motivate and encourage others.
* Assertiveness and supportiveness in difficult situations.
* Teamwork and valuable contribution.
* Understanding and adherence to confidentiality and health & safety procedures.
* Proficiency in Microsoft Office applications.
* GCSE (or equivalent) in Maths and English at grade C or above.
Additional Information:
What we offer you:
* Opportunities for career progression within Caroola Group.
* Comprehensive training and mentorship from industry experts.
* Access to the Caroola Hub of Benefits including discounts at restaurants, hospitality, travel, gym memberships, etc.
* Study support to advance your career without financial worries.
* Wellbeing resources, including mindfulness and mental health support.
* My Savings Pal for cashback and discounts on shopping.
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