Job Title
Learner Onboarding Advisor
Location
Hybrid / Birmingham – 1 Day in Office Per Week
Contract Type
Permanent, Full‑Time
Salary
Competitive (DOE)
Benefits
25 Days Annual Leave (pro‑rata for part‑time and fixed‑term roles), additional holiday purchase, hybrid working, performance‑related bonus, life assurance, Vitality private healthcare, subsidised gym memberships, cycle‑to‑work scheme, discount vouchers, and access to wellbeing resources.
Job Purpose
This role is focused entirely on guiding, assisting, and problem‑solving for learners as they start with our online platform. It is not a sales position.
Responsibilities
Learner Activation & Onboarding
* Set up new learner accounts accurately and on time.
* Send welcome communications and guide learners through first login and initial setup.
* Provide friendly product orientation and signpost helpful resources.
* Keep onboarding checklists, logs, and learner notes up to date.
* Support pre‑go‑live checks on accounts, permissions, and access.
Proactive Learner Support
* Monitor early learner usage and identify risks such as low engagement.
* Provide proactive outreach based on usage triggers.
* Share updates on any issues that may affect onboarding or access.
Technical Guidance & Troubleshooting
* Assist with basic access queries, login issues, and general troubleshooting.
* Process password resets, account changes, and contact updates.
* Help learners navigate the platform and use key features.
Learning Content
* Support the creation and upkeep of digital learning content on the LMS (Totara).
* Ensure learning materials are accurate, up‑to‑date, and correctly restricted for users.
Required Qualifications & Experience
* Experience in a customer‑facing role such as onboarding, learning support, service desk, or customer success.
* Ability to confidently guide learners through first login, setup steps, and basic product orientation.
* Strong problem‑solving skills, especially when troubleshooting access, login, or system‑navigation queries.
* Comfort handling basic technical issues with good judgement on escalation.
* Experience using CRM or ticketing systems to log activity, track progress, and manage tasks efficiently.
* Clear, friendly written and verbal communication skills with a supportive, learner‑first approach.
* High attention to detail when updating accounts, processing changes, or completing onboarding checklists.
* Strong organisational skills and ability to manage workload effectively to meet SLAs.
Desirable Skills
* Experience onboarding learners onto digital learning platforms or e‑learning products.
* Familiarity with LMS systems.
* Understanding of learner engagement and adoption metrics.
* Experience creating or maintaining help articles, guides, or support documentation.
* Exposure to analysing basic usage data or reporting onboarding activity.
* Previous experience supporting product introductions, training sessions, or learner education.
Successful candidates must have permission to work in the role’s location by the start of employment.
EEO Statement
At Wilmington plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria.
Legal Notice
* This role may remain advertised until an offer of employment has been made.
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