Onboarding Agent

Onboarding Agent

Full Time – Office based

Newcastle Upon Tyne

As an Onboarding Agent, you will be responsible for ensuring new customers are set up quickly and efficiently. Acting as the central point of contact, the role coordinates between customers, suppliers, and internal teams to arrange bin deliveries, confirm service details, and track progress through to successful service start. The focus is on delivering a smooth onboarding experience, resolving any issues proactively, and ensuring all bins and services are in place on time and to the customer’s expectations.

Responsibilities:

• Act as the primary point of contact for all new customers during onboarding, keeping them informed throughout their journey
• Coordinating bin deliveries & service start dates and communicate these with the customer
• Work cross-functionally with operations, sales, and suppliers
• Identify and resolve onboarding or delivery issues quickly
• Provide clear timelines and manage expectations
• Handle onboarding queries, issues, or changes efficiently via phone/email
• Ensure a positive first experience for every customer
• Liaise with supplier depot regarding deliveries/services
• Daily administrative tasks & CRM use

Person Specification:

• Excellent listening skills
• Empathetic approach, tailoring each call to the individual customer's needs
• Excellent communication skills both verbal and in writing
• Strong customer service background
• Experience managing multiple tasks and deadlines
• Ability to problem solve effectively
• High attention to detail and accuracy
• The right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through while always putting our customers first and provide an amazing service as a part of our team