Working As A Customer Onboarding Specialist with Marney Davies

Marney graduated from OMBS in July 2023, and is now working for a fibre rural internet provider. Here she shares with us what it’s like to work in a customer facing role that is integral to the success of on boarding new clients to the business.

What is your current job role title and company name and where are you working in terms of location?

I am a Customer Onboarding Specialist for Wessex Internet, living and working in Dorset.

Describe a typical day in your position for us.

A typical day is lots of admin! I am on the telephone from 9 am until 5.30 pm on both inbound and outbound calls with customers and other internal departments. My department books in jobs for private internet installations and we’re currently the best rural provider in the UK.

I help oversee the order to installation, which can take up to 2 years. It’s a lot more complicated than you might think, involving liaising with engineers and operatives, keeping customers updated and then further liaising with different departments, team leads and project managers to ensure the process runs smoothly.

We are an important customer facing department and responsible for converting enquiries into paying customers!

What do you love most about your role?

I love the people side of the role and the environment. I particularly enjoy being the person that people come to in order to find out the answers from on current installation projects.

It’s also a really busy job! I get a good sense of achievement when we manage to sort something challenging out for a client, especially when there has been lots of setbacks in an installation. This can happen when we don’t have the infrastructure we need in place.

What skills learnt at OMBS have you found most beneficial to you in your position? 

I use my phone etiquette skills every day! What I learnt about complaint handling was also very useful and I use Outlook in my role daily too.

I also shared the Excel manual I created at OMBS with a colleague and they couldn’t believe how amazing and useful it was.

Being able to touch type while on the phone with clients is amazing and makes me very fast at my role. My wpm has continued to improve since leaving OMBS too! Skills I learnt about managing my email, organising my calendar and setting tasks have also been really useful.

How did studying with OMBS help you feel confident about your early career and getting your first role?

I felt so confident going for interviews after my experience at OMBS, particularly when answering questions from the interviewer. I also felt really confident about answering questions about what was included on my CV in terms of my skills and experience.

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