Customer Service and Onboarding Advisor

Location: Tyburn

Customer Service and Onboarding Advisor

Location:

Hybrid / Birmingham - 1 Day in Office Per Week
Salary:
Competitive (DoE)
Contract Type:
Permanent, Full-Time
What We Can Offer You: 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles), Additional Holiday Purchase, Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources
Why Do We Want You
Do you enjoy solving problems and supporting people as they get to grips with online tools
At International Compliance Association (part of Wilmington plc) you’ll help customers settle in smoothly with our learning platform. You’ll walk them through first logins, help them find their way around, and answer the everyday technical questions that pop up. You’ll also play an important part in keeping our onboarding steps and learning content accurate and up to date.
If you enjoy a hands on role where you can put your people and tech skills to good use, we'd love to hear from you!

Please note:

To complete your application, you will be redirected to Wilmington plc’s career site.
At Wilmington plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!
You'll play a key role within our Customer Onboarding team, focusing on helping customers achieve value quickly, feel supported from day one, and remain engaged long term. You’ll contribute directly to customer growth, retention, and loyalty by ensuring every new customer starts their journey with confidence.
Your responsibilities include:
Customer Activation & Onboarding

• Set up new customer accounts accurately and on time.

• Send welcome communications and guide customers through first login and initial setup.

• Provide friendly product orientation and signpost helpful resources.

• Keep onboarding checklists, logs, and customer notes up to date.

• Support pre–go live checks on accounts, permissions, and access.
Proactive Customer Support

• Monitor early customer usage and identify risks such as low engagement.

• Provide proactive outreach based on usage triggers.

• Share updates on any issues that may affect onboarding or access.
Technical Guidance & Troubleshooting

• Assist with basic access queries, login issues, and general troubleshooting.

• Process password resets, account changes, and contact updates.

• Help customers navigate the platform and use key features.
Learning Content

• Support the creation and upkeep of digital learning content on the LMS (Totara).

• Ensure learning materials are accurate, up to date, and correctly restricted for users.
What is the Best Thing About This Role
You get to make a real difference to someone’s experience with ICA. Our Learners often arrive feeling unsure about new systems or processes, and you’re the person who helps everything click into place. Every day brings a mix of tasks - from guiding someone through their first login to sorting a quick technical fix - so the work stays varied and interesting.
What is the Most Challenging Thing About This Role
Some queries can be time sensitive, especially when learners are trying to log in for an exam or to begin a course. In those moments, they need quick, clear support, and you’ll be working within set SLAs to make sure they aren’t left waiting. You may also be handling more than one request at once, so you'll need to stay focused and organised.
To be successful in this role, you must have:

• Experience in a customer facing role such as onboarding, customer support, service desk, or customer success.

• The ability to confidently guide customers through their first login, setup steps, and basic product orientation.

• Strong problem solving skills, especially when troubleshooting access, login, or system navigation queries.

• Comfort handling basic technical issues,…