Location: Norwich, Norfolk. Role title: Customer Implementation Administrator Salary: £11,44 - pro rata Hours: Fri - Sun | 10am - 4pm About the company: Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year. As a leading embedded finance, payments, and POS provider, we are proud to empower our existing and new customers with our award-winning solutions, helping them to successfully scale their businesses and increase their operational efficiencies. About the role: The service department supports customers across two critical areas; setup and training during their first 30 days, and post-setup care and support. As a key member of our Implementation Team, the Implementation Administrator will play an essential role in maximising opportunities to schedule customer training sessions as part of their onboarding journey. Role Purpose: As the Implementation Administrator you will be responsible for engaging with customers to support them through the onboarding process. This includes reaching out to customers who may need help with integration, completing KYC (Know Your Customer) requirements, or scheduling additional training sessions. By ensuring customers are engaged, the Administrator helps them stay on track in their onboarding journey, increasing their readiness and improving overall onboarding success. Responsibilities: Reach out daily to assigned customer groups to offer support, guidance, and answer questions. Use a friendly, empathetic approach to re-engage customers in their onboarding process. Log each interaction in the CRM, recording details of customer responses and session commitments. Schedule necessary KYC, integration, or training sessions, explaining each session's importance. Minimise no-shows by sending reminders and following up on missed sessions to reschedule. Coordinate with the onboarding and support teams to handle scheduling conflicts or issues. Maintain accurate records of all customer interactions and session updates in the CRM. Ensure that information is up-to-date for smooth follow-ups and accurate reporting. Address common customer questions on the spot and escalate more complex issues to the appropriate teams. Follow up on any escalated issues to confirm that they’ve been resolved for the customer. Benefits: Career progression Company bonus scheme (bi-annual, based on company performance). Company equity scheme (available after 1 year service). Company celebratory events (summer and winter). Hiring process: Successful candidates will have a short screening call with RecruitmentJunky, before being invited for a video or face-to-face interview with a hiring manager.