onboarding specialist jobs

The Keyholding Company, a tech-driven business, has been changing the way security services are delivered in the UK. This is an exciting opportunity to join our Client Support Team at the forefront of the security industry.

The team plays a pivotal role within the company with direct interaction on a day-to-day basis with our clients - Acting as an escalation point for many teams within the business, you will take responsibility for a number of key phases of a client's lifecycle, as well as being a subject matter expert on a range of complex operational scenarios.

The department is predominantly responsible for the initial client conduit, resolution of client queries, onboarding of new properties, project management, escalated client complaints, operational analysis, management for our key clients and performance management of our partner network, contributing in client meetings and preparation of operation performance and reports.

The role will encompass all the above aspects and you will be multi-skilled across the responsibilities of the department.

As a tech-driven business you will be expected to use data to make the majority of your decisions and to design technological fixes to resolve short and long term challenges. As such you will have a deep understanding of all systems and processes that contribute to the successful delivery of our services.

What you get:

• Salary of £28,000 per annum on a permanent, and flexible working basis (ability to work from home but must have the flexibility to travel into our Farringdon HQ fortnightly and when required).
• Full-time, permanent role working 40 hours per week, Monday to Friday, with team operating hours between 07:00-19:00 and standard hours of 08:30-17:30, with some flexibility where required.
• Benefit from personalised career development plans through our My TKC Journey initiative.
• Auto-enrolment into our salary sacrifice pension scheme, 24/7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week.
• Regular social events, monthly team days, and an exercise club to keep you connected and active.
• Fast paced and exciting role, no two days are ever the same.

You'll be (but not limited to):

• Responding to client queries and complaints that have been escalated or triaged from other departments in the business and from the client direct.
• Delivering a quality of customer service that meets or exceeds our CSAT and QA targets
• Managing BAU administration tasks, such as processing keys, completing a wide range of cases within our operational platform, whilst distributing and completing tickets.
• Joining and contributing to client meetings both with and without the account manager if required.
• Overseeing and mobilising the new properties process, by taking them from the sales process through to an active site, liaising with our clients and partners to arrange surveys and handovers.
• Responsible for all aspects of customer concerns, conducting investigations both internally and externally, whilst providing comprehensive responses and incident reports for our clients.
• Liaising with other departments to provide quick and effective query resolutions for both our clients and supply chain partners.
• Be able to thrive in a fast-paced environment, whilst maintaining high levels of accuracy both in data input and communication.
• Support in the implementation and adoption of our technology platform across our clients and suppliers to ensure the reduction of queries
• Taking ownership of the data - Ensuring a property has all its associated information entered in the correct places, which is critical before mobilising our services.
• Adapting and documenting new internal processes to fit the needs of our clients.
• Implementing complex service requests from our clients (such as setting up schedules and negotiating with partners).
• Team members may be assigned to other duties, in addition to, or in lieu of, those described above as per the needs of the company.

An excellent candidate for this has:

• Previous experience in a client support, customer service, or similar operational role, ideally within a fast-paced environment
• Strong communicator with excellent written and verbal skills, confident managing a range of stakeholders
• Highly organised with great attention to detail, able to prioritise and juggle multiple tasks
• Comfortable working through change and using systems/technology to solve problems (ticket-based systems a bonus)
• Calm, proactive, and people-focused, with the confidence to make decisions and handle challenging conversations

Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.