Head of Customer Relations & Onboarding

We're looking for an experienced and customer-focused Head of Customer Relations & Onboarding to lead the customer journey from the point a new client is handed over by Sales, through implementation and into an ongoing relationship with Workwell.

Leading both our Onboarding and Customer Relations functions across multiple brands and service lines, you'll ensure customers are onboarded effectively, transitioned smoothly into business as usual and receive a consistent level of service once they are live.

A key part of the role will be bringing together Sales, Onboarding and Operations to create clear visibility of upcoming business, implementation requirements and team capacity. You'll also help us identify and respond to customer or service risks, improve retention and continually strengthen the overall customer experience.

• Leading the Onboarding and Customer Relations teams across our different brands and service lines.
• Owning the end-to-end onboarding journey, from the initial Sales handover through implementation and transition into business as usual.
• Ensuring clear visibility of the Sales pipeline, upcoming implementations and the capacity required to deliver them successfully.
• Monitoring onboarding timescales, lead times and potential delays against planned go-live dates.
• Ensuring new customers are successfully transitioned into business as usual, with all agreed handover requirements completed.
• Developing the team through cross-training to strengthen knowledge, coverage and support across different products and service lines.
• Owning our approach to customer relationships once clients are live, including regular reviews, engagement and service communications.
• Managing customer satisfaction across the business, ensuring feedback is reported, understood and translated into meaningful actions.
• Monitoring customer satisfaction scores, survey response rates and the completion of actions raised through feedback and customer reviews.
• Overseeing customer escalations and ensuring there is clear ownership from the point an issue is raised through to its resolution.
• Identifying customers who may be at risk and working with the relevant teams to improve the relationship and support retention.
• Monitoring customer exits and helping the business understand the reasons clients choose to leave.
• Working closely with Operations to improve the handover into business as usual and address service issues identified through customer feedback.
• Maintaining accurate customer and service information to support reporting, communication and effective decision-making.
• Developing a clear understanding of customer needs and identifying potential opportunities for additional services, working with Sales where appropriate.
• Continually reviewing our onboarding and customer relationship processes to improve efficiency and the customer experience.
• Supporting the performance and development of the team against agreed service levels and objectives.

We'd Love to hear from someone that

• Has strong experience in customer relations, onboarding, service delivery or a similar operational role, ideally within recruitment.
• Has experience leading, managing and developing teams across different functions or locations.
• Builds trusted customer relationships and communicates confidently with senior stakeholders.
• Is comfortable taking ownership of customer escalations and supporting issues through to resolution.
• Has experience managing customer implementations and balancing multiple projects or customer requirements at the same time.
• Can use customer feedback, customer satisfaction measures and operational data to identify risks and opportunities for improvement.
• Understands how Sales, Onboarding and operational delivery need to work together to create a positive customer experience.
• Is process-driven, organised and able to manage competing priorities effectively.
• Has strong commercial awareness and can identify customer risks, retention opportunities and opportunities for additional services.
• Can work effectively across multiple brands, products and service lines.
• Is committed to continuous improvement and enjoys developing processes that benefit both customers and internal team

• 25 days annual leave (increasing with service) + bank holidays
• Pension
• Health Assured
• Life Assurance
• Cycle to Work Scheme
• Awards
• Long Service Recognition
• Annual Pay Review
• Employee Referral

Brand:
Workwell Outsourcing
Territory: EMEA

Location:

Camberley, United Kingdom
Salary: £56,000 - £56,000
Workplace:
Hybrid

Experience:

Mid

Hours:

Mon - Friday 9:00 - 17:30

Head of Customer Relations & Onboarding £56,000 - £56,000