UK Customer Onboarding Associate

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education. They are building a vibrant community, run by their home childminders who can impact their local neighborhoods and beyond.

About the Role

We are looking for a proactive Customer Onboarding Associate to ensure a seamless experience for our trainees throughout their journey. This role is pivotal in managing the onboarding process, maintaining high standards of accuracy and responsiveness, and providing support that directly impacts trainee satisfaction and operational efficiency. You will act as the first point of contact for trainees, ensuring all processes run smoothly and efficiently.

What you'll do

• Monitoring inboxes and phone lines in case trainees call in with issues, to direct them to the relevant teams or resolve the issue themselves

• Logging, reviewing, and approving documents from trainees, including

• Managing the onboarding inbox (incl. Local Authority and Ofsted checks)

• Managing the DBS UCheck portal
• Managing the RTW applications (our private GP service)
• Downloading/reviewing docs that are received by advisers and tagged to onboarding team

• Supporting trainees throughout their journey, including

• Outbound calling trainees to chase them to submit documents

• Answering questions & troubleshooting issues regarding checks

What You Bring

• At least 2-3 years of experience in customer service or operations, with exposure to handling customer queries.
• Strong, professional written and verbal English skills for phone and email communication.
• Exceptional attention to detail, ensuring accuracy in document processing and administrative tasks.
• High responsiveness and ability to prioritize urgent requests while managing longer-term projects.
• Comfortable navigating multiple portals and managing administrative workflows.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's career and welfare..
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.