Onboarding Co-ordinator

We are looking to recruit a Onboarding Co-ordinator to support our Accounatncy 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.

Role Overview:

Within the role, you'll be responsible for onboarding new clients into Parasol and Caroola, giving them a dedicated point of contact. You will be hand holding the clients through each step, providing excellent customer service to ensure we retain them through the process. You will also be proactively promoting the company’s partnerships based on the client’s needs.

Role and Responsibilities:

• To ensure all telephone and email enquiries are resolved to the client’s satisfaction.
• To nurture clients and manage expectations through regular communication and building relationships.
• Take ownership and accountability of all work produced.
• Build client interest in products offered by adding value at every available opportunity.
• To retain existing clients through both reactive and proactive retention.
• To work well as part of a team, be open minded towards the ideas and views of others and contribute to building team spirit.
• To generate ideas for improvements to processes and the overall client experience.
• To communicate with clients in a professional and compliant manner.
• To welcome feedback provided as part of the quality assessment framework and demonstrate improvement in performance.
• To achieve individual and departmental performance targets.
• To adapt positively to change and meet the changing requirements of the work environment.
• Actively support department and company initiatives.
• Prepare and contribute towards regular performance development reviews, highlighting potential development requirements and training needs.
• To take ownership and find the right resolution for the client.
• To effectively manage a portfolio of clients by organising time effectively to prioritise tasks.
• To build rapport with clients as part of providing an excellent service.
• To maintain a strict level of client confidentiality at all times.
• To maintain a high level of personal drive and professionalism at all times.
• To take the highest standard of accountability for all aspects of the work.

Skills and Experience Required:

• Previous experience in a customer focused environment.
• Ability to communicate clearly.
• Experience of achieving required targets.
• Accountability of own work.
• Excellent soft skills with the ability to build rapport.
• Retention skills.
• Strong customer focus.
• Ability to be innovative and use own initiative.
• Personal workload organisational and time management skills.
• Ability to encourage and motivate others.
• Ability to deal with difficult situations in an assertive and supportive manner.
• Ability to work as part of a team with active and valuable contribution.
• An understanding of and adherence to all confidentiality aspects required.
• An understanding of and adherence to all relevant health and safety procedures.
• Excellent computer and keyboard skills with experience of using Microsoft Office applications.
• GCSE (or equivalent) in Maths and English at grade C or above.

What we offer:

We're experts in managing finances and we want to optimise yours too! We'll ensure that you receive the right benefits to support your choice of lifestyle, wellbeing and health - right now, as well as for your future. Find what’s best for you through your own personal benefits hub.

• A competitive salary, flexible working options, and the ability to flex your holiday entitlement is in the heart of our offering.
• Enjoy 25 days off plus Bank Holidays to reach a maximum of 29. Want more? No problem. You can buy up to an additional 3 days and tailor your leave.
• Plan ahead - With private medical insurance, you can access medical treatment when you need it most. So when life throws you an unexpected challenge, you can access a quick diagnosis and accurate treatment.
• Stay strong - Keep in shape with dental insurance, our Cycle to Work scheme and subsidised gym memberships.
• Study support - Progress your career in your chosen field without worrying about finding the time, the right guidance or the money to do it
• Our financial benefits will aid you in life’s ups and downs including free access to mortgage advice, credit scoring for life and financial management tools
• Company Pension - Save for the future with our company pension scheme with NEST.
• Caroola supports the mental health of its people. Take advantage of our mindfulness resources and engage in a list of initiatives that we update regularly. Our dedicated team of qualified Mental Health First Aiders provide materials and support in areas such as mental health, mindfulness and personal health. Through Health Assured, we provide 24/7 365 days a year counselling and support through our Employee Assistance Programme. If it’s your thing—or not (yet)—there’s also a gym membership up for grabs.
• Keep your balance - to ensure that everyone is able to thrive when they are at their best, we provide a flexible environment to support your lifestyle, priorities and family life which is built on a culture of trust and ownership.
• Tusker Car benefit scheme - Help the planet and put some of your salary, before tax, to buy an electric or hybrid car.
• My Savings Pal - Earn cashback. Make your salary go further with big discounts on all of your shopping.