OnBoarding Representative

Business Context and Main Purpose of the Role

Onboarding Representatives are a key function of Customer Operations and act as a progressive step between project handover and routine operational procedures. The work of this team ensures that billing cycles are successfully established and processed, working with key stakeholders throughout the onboarding process to resolve issues and ensure a smooth transition to operations.

Key Result Areas

The primary Tasks of an Onboarding Representative are as follows.

• Complete checklists to ensure onboarding requirements have been provided.


• Accurate data base upload and administration of client information


• Handling and resolving client questions.


• Thoroughly checking quality of information provided vs. requirement for contract


• Working closely with the projects team


• Supporting their manager in the improvement and delivery of business KPI’s


• Handover to BAU Operations


• Stakeholder management, including timescales for delivery

Key Skills and Behaviours Required

• 1st class professional service and communication with clients


• Excellent communication skills, able to discuss and articulate complex information


• Problem solving and a strong level of attention to detail.


• Interpretation and a high degree of accuracy.


• Analytically minded.


• Confident and articulate communicator


• Comprehensive PC Skills including the familiarity of the Microsoft Office Package (Excel, Word, Outlook, SharePoint)

Knowledge, Training and Relevant Experience to do the job

Educated to GCSE ‘A’ level standard or NVQ level 2 or 3 in customer service.