NOCN Group is an international charity which delivers future-fit skills solutions with social impact for colleges, training providers, employers and individuals. To find out more, visit our website.

Overview Of The Role

We are seeking a motivated and professional Senior Customer Onboarding Officer to join our Customer Onboarding team.

Reporting to the Customer Onboarding Quality and Service Lead, you will play a key role in delivering high-quality services aligned with NOCN's strategic objectives.

Key Responsibilities

• Coordinate day-to-day onboarding activity across the team, overseeing application workflows, monitoring progress against service standards and ensuring customer applications are progressed in a timely and effective manner.
• Maintain oversight of application pipelines, identifying bottlenecks, risks and delays, taking corrective action where appropriate and escalating significant issues to the Customer Onboarding Quality and Service Lead.
• Provide oversight of onboarding decisions made by the Customer Onboarding Officer, ensuring consistency, accuracy and adherence to NOCN policies, procedures and risk frameworks, as well as recommending decisions on escalated applications, referring to the Customer Onboarding Quality and Service Lead, where required.
• Act as the primary operational lead for international centre applications, managing enhanced due diligence requirements, coordinating stakeholder engagement and ensuring applications are reviewed in accordance with NOCN policies and risk frameworks.
• Provide guidance, coaching and support to the Customer Onboarding Officer, ensuring onboarding procedures are applied consistently and customer enquiries are managed effectively.
• Undertake reviews of higher-risk, complex or non-standard applications, making recommendations to the Customer Onboarding Quality and Service Lead regarding next steps, approval requirements and risk mitigations.