Customer Onboarding Specialist (12 Month Fixed Term Contract)

Renaissance® is a global leader in education technology. We help schools and school groups in the UK and around the world with educational assessments, practice and intervention solutions, and data analytics. Renaissance now incorporates GL Assessment (known internationally as GL Education), too – a leading provider of educational assessments. 

Together, our assessments offer the ideal starting point to help teachers understand their students’ strengths and pinpoint areas of need. Our teaching and learning tools then provide effective next steps, with online literacy and maths solutions that meet students exactly where we are. 

Worldwide, we support over 18 million students, operating in over 100 countries. 

About this role:

Renaissance Global are recruiting for a Customer Onboarding Specialist to join our growing team on a 12-month fixed term contract.   

The  Customer Onboarding Specialist works within the Customer Experience department and manages a key handover point for customers after point of sale into training. The Onboarding Specialist manages schools, guiding them through their onboarding processes including initial set-up stages to ensure a confident start of a customer journey and dealing with queries in a timely manner. As the initial contact after point of sale, the Onboarding Specialist’s key objective is to ensure an efficient start to a customer’s onboarding journey and handover to trainer(s).   

Onboarding Specialist’s Job Responsibilities:   

• Manage a number of schools from point of sale to oversee and coordinate their onboarding process.  
• Conduct onboarding consultations to discuss with customers their onboarding journey, talking through different options available and assisting with set-up queries.  
• Input all valuable information on the CRM system regarding the customer by capturing contact details and other key information.  
• Make outbound and receive inbound calls and emails to customers, identifying the customers’ needs and requirements to ensure valuable information can be handed over to trainers and appropriate onboarding next steps can be carried out.  
• Work to agreed KPIs (Key Performance Indicators) to ensure customers complete onboarding within 30 days.  
• Ensure customer technical queries are passed to the relevant team within the company for resolution.  
• Collaborate with trainers to ensure smooth and effective handovers.  
• Promote value through the customer's experience.  
• Identify customers who are at risk of not renewing our services due to lack of engagement at the earliest opportunity, finding solutions and collaborating with colleagues to ensure renewal.   

Skills and experience required: 

To be considered for the role of  Customer Onboarding Specialist, we are looking for an experienced customer onboarding professional who has a proven track record of operating in highly cross-functional initiatives,  who has the confidence to lead a new customer through guided and bespoke onboarding journeys, as well as demonstrating set-up procedures which training will be provided on.   

You will also have or be: 

• Customer facing experience   
• Previous experience with customer onboarding.  
• Understands the pressure on schools and the education system  
• Excellent written and verbal communication skills  
• Excellent organisation and time management.  
• Sharp attention to detail  
• Advanced Presentation skills  
• Experience with setting up meetings and events through Teams and zoom  
• Experience with CRM platforms  
• Ability to learn different software systems  
• Strong team player  

As our Onboarding Specialist, we are looking for someone who aligns with Renaissance's mission to accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide, we are looking for someone who is/ has: 

• Have solid communication and presentation skills with a personable approach.  
• Communicate clearly, adapting style to suit the audience.  
• Confidence to lead a new customer through guided and bespoke onboarding journeys, as well as demonstrating set-up procedures which training will be provided on.   
• Be comfortable making calls to customers, handling objections and thinking creatively to manage conversations.  
• Build strongly respectful and positive relationships with customers, other departments (such as customer support and sales), and within the customer experience team with trainers and other coordinators.  
• Confidence to contribute towards departmental meetings using creative thinking and problem-solving skills.  
• Thrive working under pressure.  
• Have a self-disciplined approach and strong motivation to succeed.  
• Always ensure adherence to GDPR standards and to company Data Protection standards at all times. 

Additional information:  

This is role is a Remote United Kingdom based role, all candidates must reside and hold the right to work in the United Kingdom. (Please note we do not offer sponsorship for this position) 

Please note the closing dates for applications will be Friday 9th May 2025, with all candidates moving to the next stage being contacted by Wednesday 14th May 2025.  

We offer a competitive salary of between £27,000 – £30,000 dependant on experience, Plus lots of amazing benefits. 

Benefits: 

Pension & Insurance – all employees can participate in our salary sacrifice company pension scheme administrated by Aviva – where we will contribute 8% of your annual salary if you contribute just 3% to your pension. All employees are entitled to Life and income protection insurance  

Holiday and Bookable Leave - 22 days annual leave per annum, plus 3 complementary days to be used for our Christmas shutdown (usually between Christmas & New Year, plus UK statutory Bank Holidays. We also offer a day off for your birthday so you can celebrate in style, to be used in the month of your birthday. We also offer every UK based employee up to 5 paid volunteering days per year with a cause of your choice.    

We also offer the chance to buy an additional 5 days holiday per year through our salary sacrifice scheme and you can spread the cost over 3-8months!    

Growth and development – extensive training opportunities for career progression across Renaissance Learning with great leaders looking to grow your career and allow you to flourish.       

Shopping & Working for Renaissance Perks - you’ll get instant access to a benefits and discount platform with 1000’s of discounts at retailers, leisure attractions, restaurants, and more through our portal provided by Reward Gateway. You will also be able to collect Renaissance Rewards via our employee recognition Platform, these points can be used to purchase items including vouchers on Renaissance Rewards platform. You will also get access to Smart tech where you can get your electrical household and personal items at the best price and spread the cost through your salary, interest free, up to £5000.     

Wellbeing & Health – We have a generous maternity/paternity/adoption leave and pay policy, employee assistance programme available 24/7 offering confidential support from counselling to legal and financial advice, including Family Support Services – a specialist bereavement support to help through the most difficult times via our Help@Hand app. This app includes access to GP, physio, nutrition, counselling support, medical appointments, and so much more.     

We offer access to mental health first-aiders based at all our UK sites, and remotely. We offer access to company paid BUPA PMI and BUPA cash plan optional schemes for you. 

It doesn’t stop there you will also be able to protect yourself with free access to annual flu vaccinations, and the Company will also contribute towards eye tests and those on trend specs if you need them.    

Renaissance UK Office benefits – All Hybrid working employees are entitled to apply for a season ticket loan, use the amazing cycle to work scheme where you can get on your bike for less, save money, and get fit - that‘s a win-win for us! All UK Offices have fruit baskets delivered for all to enjoy a healthy snack each week.  

We have an ongoing commitment to Diversity, Equity and Inclusion and have taken strides to become a more welcoming and inclusive workplace, including the introduction of our DEI Matters Network which is owned and driven by our staff. 

We are an equal opportunities employer. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within our organisation. 

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend any interview, please contact us and we will talk this through with you. 

All your information will be kept confidential according to GDPR guidelines. Please note that we can only consider applicants who already hold a full work permit. 

This role is subject to DBS and background checks.