Customer Onboarding Specialist

Position: Customer Onboarding Specialist (Permanent)
Customer Onboarding Specialist

Leeds

£30k +Bonus (Paid annually)

Full Time - Hybrid, working from home 4 days/week

We’re looking for a friendly, proactive and detail-driven Customer Onboarding Specialist to deliver a first-class onboarding experience for new professional services customers, including law firms and lenders, joining a market-leading digital platform.

This role is all about building confidence, trust and long-term relationships. You’ll guide new customers through onboarding from initial referral through to their first successful transaction, ensuring they feel supported, informed and genuinely delighted at every stage.

You’ll take pride in managing interactions end-to-end, responding accurately the first time, and continuously improving processes based on customer feedback. Over time, you’ll also broaden your involvement into wider operational and customer support activities.

You will have previous experience within the mortgage or conveyancing process and be a confident user of a CRM system.

The Role

Customer Onboarding

* Manage the end-to-end onboarding of new customers in line with defined processes

* Build strong professional relationships throughout onboarding and through completion of the first transaction

* Support multiple customers concurrently, keeping them informed and confident at every stage

* Maintain accurate and up-to-date customer records within a CRM system

First Transaction Support

* Help law firm customers identify a suitable first transaction

* Provide hands-on guidance throughout the transaction lifecycle, supporting queries through to completion

* Update progress and stage gates to support reporting and internal visibility

* Handover customers smoothly to relationship management once onboarding is complete

Feedback, Process & Continuous Improvement

* Manage feedback, issues and concerns with an empathetic, resolution-focused approach

* Document feedback and close the loop with customers

* Work with managers to update processes, documentation and training materials

* Contribute to help centre content, knowledge bases and onboarding resources

* Collaborate with colleagues to embed a culture of continuous improvement and high-quality service

Wider Operational Support

* Handle customer enquiries and user access queries

* Support daily administration tasks as required

* Expand knowledge and capability across broader operational activities as experience grows

Essential

* Previous experience in a customer-focused support role within a law firm environment

* Confident communicating with customers via phone, video calls and email

* Polite, articulate, cheerful and professional manner

* Strong organisation and time-management skills

* Excellent written and verbal communication skills

* High attention to detail

* Self-motivated, proactive and comfortable working autonomously and as part of a team

* Willingness to learn and continuously develop knowledge

Key Attributes

A genuine passion for delivering first-class customer service

Calm and composed under pressure

Collaborative, supportive and flexible

Professional, reliable and demonstrates high personal integrity

Strong analytical mindset

Advanced Microsoft Office skills, particularly Excel

Enthusiastic, adaptable and eager to expand skills and knowledge

Working Pattern & Travel

This role is primarily home-based

You must be able and willing to travel to Leeds at least once per week and occasionally travel to the South for Team meetings

Attendance at industry events, roadshows and sales-led activities will also be required