Title: Talent Engagement Coordinator Location: Remote occasional travel to Fareham (PO15) Salary: Competitive + Benefits Contract: FTC Maternity Cover Brand: Carbon60 Job description We are looking for a Talent Engagement Coordinator to support candidates from offer stage through onboarding, assignment and offboarding. This is a fast-paced, people-focused role ideal for someone who enjoys customer service, coordination and problem-solving, and wants to build a career in talent or recruitment. About the role As the main point of contact for candidates, you will coordinate onboarding, manage queries, work with internal and offshore teams, and help deliver a smooth and positive candidate experience. This is a high-volume role that helps ensure candidates are ready to start on time and feel supported throughout their journey. What you will be doing - Managing candidate onboarding activities in line with agreed start dates - Acting as a key point of contact for candidates throughout onboarding and assignment - Liaising with internal stakeholders including consultants, payroll, HR, legal and offshore support teams - Handling and coordinating candidate queries, including more sensitive or time-critical issues - Supporting candidate lifecycle activity through to offboarding and feedback collection - Ensuring accurate administration and consistent use of multiple systems and processes - Helping to deliver a smooth, responsive and high-quality candidate experience Job requirements What we are looking for We are open to candidates from a range of backgrounds, particularly those with experience in customer service, administration, coordination or call-centre environments. The most important thing is that you are confident communicating with people, comfortable managing a busy workload and able to stay calm when handling queries in a fast-moving setting. - Strong customer service and communication skills - Confidence handling phone-based conversations and stakeholder queries - Excellent organisation and coordination ability - Comfort working under pressure in a high-volume environment - Good IT literacy and confidence using multiple systems - A proactive, solutions-focused and team-oriented approach Why join us? This role is a great entry point into talent and recruitment operations, offering the chance to build valuable experience in candidate management, stakeholder engagement and workforce coordination. You will join a supportive team where you can develop your skills, gain exposure to a broad range of people processes and grow your career over time. We offer a competitive salary, attractive benefits, and a collaborative environment where your contribution will make a real difference.

• End-to-End Loan Processing: Manage the lifecycle of loan applications from initial data entry through to settlement, ensuring all documentation is accurate and compliant. • CRM & Pipeline Management: Maintain and update client records within MyCRM and Broker Engine, ensuring the pipeline is organized and milestones are met. • Lender Liaison: Act as the primary point of contact for lenders and credit assessors to track application status, resolve queries, and expedite approvals. • Client Communication: Provide regular, proactive updates to clients throughout the application process, maintaining our firm's reputation for transparency and exceptional service. • Compliance & Quality Control: Perform thorough reviews of supporting documents (payslips, bank statements, etc.) to ensure they meet specific lender credit policies and internal standards. • Administrative Support: Assist Brokers with the preparation of Compliance Documents (SOCA/NCCP) and help streamline office workflows to increase efficiency.

• Drive customer loyalty, adoption, and implementation of Trellix Solutions • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors • Build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio • Partner with Sales to help transition the account from Pre-Sales to Customer Success • Advocate for customers with a focus on transformation and engagement • Develop a comprehensive understanding of typical business and cyber security challenges faced by customers • Handle escalations of deployment or customer productivity blocking issues • Identify risks to the customer achieving their desired outcomes

• Define and own the company-wide customer success strategy and vision, ensuring it aligns with Xapo's overall business objectives and long-term growth. • Develop and implement a scalable framework for customer success that drives product adoption, enhances customer retention, and increases lifetime value. • Drive the strategic direction of the Customer Success department, championing customer-centricity across the entire organization. • Partner closely with Product leadership to create a robust feedback loop, translating customer insights into actionable product improvements and influencing the product roadmap. • Collaborate with the Marketing team to develop customer-centric messaging, create powerful case studies and testimonials, and support go-to-market strategies for new features and products. • Act as the primary executive partner for other departments, including Product, Engineering, Compliance, and Marketing, representing the voice of the customer in all strategic discussions. • Lead, mentor, and inspire a team of Customer Success leaders, fostering a culture of accountability, excellence, and continuous improvement. • Implement and oversee scalable training and development programs to ensure the global team is equipped with the skills and knowledge to succeed and grow. • Serve as the executive escalation point for critical customer issues, providing decisive leadership and resolution. • Own and optimize the systems, processes, and technology stack that enable an effective and scalable global customer success operation. • Ensure rigorous compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in partnership with the Risk, Compliance, and Legal teams. • Establish and refine a Quality Assurance (QA) program to monitor and elevate the performance and impact of the Customer Success organization.