CS Update: EOI - Onboarding Agent Support

As mentioned in the monthly meeting earlier in the month, we are looking to step someone up into a new temporary role until the end of March.

Over the next few months, we will be inducting 15 new agents in a new onboarding team, reporting into Tiff Costello.

We are looking for a senior agent to jump in as a 2IC to Tiff, supporting the growth and development of this team as they learn the ropes and taking the reigns as the main point of contact for them while Tiff is on RDO’s Thursdays/Fridays each week.

Key Responsibilities:

• Training and Development of new starters spanning Product, Process, Procedure and Systems
• Supporting and Facilitating group learning and skill sharing sessions
• Side by side coaching and observations
  • Build confidence with customer interactions and ticket management
• Evaluating interactions via Genesys
• Developing best practice operating rhythms and case management practices within the cohort
• Monitor performance trends to ensure customer satisfaction standards are in place
• Checking ticket queues (AR’s etc)
• Managing Quality of the team
• General Floor support and escalation point

Ideal candidates should have:

• Significant CS experience
  • A deep knowledge of system, process and procedure
  • Functional understanding of daily operational processes
• Exceptional customer service skills
• Demonstrated quality standards at a high level
• Interest in moving into leadership (experience favorable)
• A desire to train, coach and drive continuous improvement
• A track record of being a strong team player with a ‘can do’ attitude
• Solution focused mindset
• Ability to think on your feet and make decisions

Interview process:

• Round 1 – email application
• Round 2 – Face to Face interview with Tiff and I
• Round 3 – If required*

Due to the nature of this role, and the fact Tiff is remote, we will only be considering in office applicants.  

If you are interested in applying, please send me an email with your application, outlining why you are interested and what makes you a good candidate.

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 31st October 2025, titled "EOI - Onboarding Agent Support" sent by Rob R (Head of Customer Service)