Head of Customer Onboarding

We are recruiting on behalf of an ambitious and highly successful business telecoms provider. Cloud hosted VoIP, SIP and business broadband, headquartered in Lincolnshire with consultants working nationwide. They have built a strong reputation on genuinely personal service, one named contact who understands the customer's setup rather than a call centre queue, and they are winning significant new business as a result.

The 2027 ISDN and PSTN switch off means tens of thousands of UK businesses must move off copper lines before January 2027, and our client is taking that work. Their challenge is a good one. The volume of new customers coming through has outgrown the process that gets them live.

The opportunity

This is not inheriting a polished function. It is building one.

You will take complete ownership of the customer onboarding journey from the point a contract is signed through to implementation, go live and handover, creating a structured, visible and accountable function that gives every new customer the right first impression.

What you will do

• Own the end to end onboarding journey from sales handover through to successful go live
• Oversee provisioning, installation, number porting, connectivity and every other onboarding dependency
• Introduce clear milestones, ownership and communication, so customers always know where they are and what happens next
• Identify and resolve bottlenecks, aged orders and recurring points of failure
• Build strong working relationships across Sales, Technical, Operations and Customer teams, and improve the quality of handovers between them
• Establish onboarding SLAs, KPIs and reporting where visibility is currently limited
• Reduce early life complaints, cancellations and avoidable rework
• Lead, coach and develop the onboarding team as the function grows

How success is measured

Time to live, aged base, aged debt, onboarding CSAT and overall productivity of the team.

What our client is looking for

• Strong operational leadership experience, having managed a customer implementation journey with multiple moving parts
• The ability to build process, introduce accountability and create an excellent customer experience, not simply maintain what already exists
• A capable team leader and self starter who thrives in a fast moving, start up paced environment
• Telecoms experience is an advantage, particularly provisioning, connectivity, hosted telephony or number porting. Candidates who have managed complex onboarding or installations in other sectors are equally welcome

What is on offer

• £35,000 to £40,000 basic salary
• Full ownership of a function you get to design from the ground up
• A growing business with a genuine market tailwind behind it
• Lincoln based, office environment

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