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Onboarding Consultant

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Onboarding Consultant

Posted 12 months ago

Onboarding Consultant

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

The customer onboarding process is probably the most important stage of the customer lifecycle here at Access PaySuite. Onboarding is the process of welcoming new customers, setting them up and helping them confidently collect their payments. It comes right at the beginning of our customers journey and lays the foundations for the whole relationship. We aim to deliver a consistent, frictionless customer onboarding process.

As an Onboarding Consultant, you will enjoy being part of a busy, friendly and collaborative team. Passionate to learn, you will be motivated to deliver a seamless on-boarding experience to our customers whilst delivering consistent Customer Service excellence. We aim for continual improvement which you can contribute to by having a keen interest in learning new skills and improving existing processes. You will be responsive, have good attention to detail and enjoy working with, and cooperating with, other teams in our division such as Sales and Customer Support.

Day-to-day, you will:

· Follow our Onboarding process to set-up new customers onto our Direct Debit and Credit Management System (DDCMS), ensuring each customer is correctly setup on the right product, and managing their onboarding experience through to go-live

· Service new customers following their initial Onboarding and for their first three months of collecting payments

· Provide training to each customer on using our services to ensure they become proficient

· Liaise with our banking partners and suppliers where necessary

· Promptly answer any customer queries by phone, email or helpdesk

· Create on-line payment sign-up pages when required

· Work closely with other departments within the Payments division including Sales, Customer Support, Risk, Technical Operations, and Payment Processing

· Ensure the smooth handover of customers at the end of Onboarding to Customer Support/Success

· Administer Bulk Changes and migrations to, and from, Access PaySuite

· Contribute ideas on how we can improve

· Ensure we meet our SLAs and exceed on KPIs

· Understand the Onboarding strategy & supporting the team leader with its delivery

· Ensure working instructions are kept up-to-date

· Provide an exceptional Customer Experience at all times

· Take responsibility for developing your own product knowledge

· Work on migration projects to enable customers to move across to Access PaySuite

Your skills and experiences might also include:

· Good understanding and working knowledge of Microsoft Office, particularly Excel / Outlook

· Highly organised and able to prioritise daily workloads whilst working efficiently and accurately

· Ability to multi-task in a fast-paced environment

· Analytical and problem-solving skills

· The ability to quickly learn new applications and technologies

· Being numerate and comfortable with spreadsheets and manipulating data.

· Having a strong attention to detail

· Salesforce experience (preferred but not essential)

· Onboarding experience (preferred but not essential)

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you.

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.