Customer Onboarding Manager

Customer Onboarding Manager The Customer Onboarding Manager will own the end-to-end onboarding experience, ensuring new contractors receive a professional, personalised and seamless introduction to Workwell from first contact through to go-live. This role is accountable for driving revenue and conversion, improving customer outcomes and embedding consistent service standards across the onboarding journey. Working closely with cross-functional teams, the role will balance commercial performance with customer experience, compliance and continuous improvement.

What youll be doing:
Own the end-to-end onboarding experience, ensuring new contractors receive a professional, personalised and seamless introduction to Workwell from first contact through to go-live. Lead, coach and develop the onboarding team, setting clear daily, weekly and monthly performance expectations and supporting team capability development. Drive revenue and conversion performance across the onboarding funnel, including lead-to-registration, registration-to-active conversion and Workwell Plus uptake.

Embed agreed quality standards, undertaking regular reviews of onboarding conversations to ensure consistency, compliance, customer experience and commercial effectiveness. Maintain structured lead management and follow-up cadences, ensuring accurate CRM usage, pipeline tracking and timely customer contact. Track, analyse and report on key performance indicators, including activity levels, conversion rates, customer feedback, service trends and Workwell Plus penetration. Use data-led performance management to identify trends, risks and improvement opportunities, providing insight and updates to senior leadership.

Analyse customer feedback and service trends to identify improvement opportunities and enhance conversion and customer outcomes. Identify, prioritise and lead process improvements across onboarding journeys, systems and communications to improve efficiency and customer outcomes. Develop and refine call frameworks, scripts, service standards and customer communications to ensure consistency and quality across onboarding conversations. Act as the onboarding subject matter expert and represent the onboarding function in cross-functional initiatives, ensuring customer journeys, processes and communications deliver a consistent customer experience.

Collaborate closely with Customer Success, Sales, Marketing, Payroll, Operations and other business areas to support seamless onboarding and service delivery. Provide feedback to Marketing and other teams on lead quality, customer insight and opportunities to test and optimise new approaches. Take ownership of quality assurance, service standards, process improvement, customer experience during onboarding and cross-functional customer journey improvement. Wed love to hear from someone that:
Has experience managing customer onboarding, customer success, sales development or contact centre operations. Understands how to balance commercial outcomes with customer experience and regulatory requirements. Has a strong track record of delivering against conversion, revenue or customer outcome targets. Has experience implementing service improvements, quality frameworks or performance management initiatives. Is comfortable using CRM systems, dashboards and operational reporting to drive decision making.

Has experience managing, coaching or developing a performance-driven team. Communicates clearly and effectively, with strong influencing skills and a collaborative approach. Brings energy, resilience and accountability to a fast-paced, target-driven environment, with a strong focus on continuous improvement. Whats next? Our recruitment team will be in touch for an initial screening call if your application is shortlisted. Please note that due to high application volumes, we may not be able to respond to every applicant individually.

What we can offer you: 25 days annual leave (increasing with service)  bank holidays Pension Health Assured Life Assurance Cycle to Work Scheme Awards Long Service Recognition Spectrum life Annual Pay Review Employee Referral