Onboarding Administrator

Job Title: On-Boarding Administrator Location: Sunderland (office-based) Company: Protected Trust Services (PTS) Contract Type: Full-Time, Permanent Salary: Competitive About Us Protected Trust Services (PTS) is a leading name in the travel industry, providing financial protection and regulatory support to travel businesses across the UK. We help our members trade confidently and compliantly, backed by robust systems, expert guidance, and a personalised service. Due to continued growth, we're looking for a highly organised and personable On-Boarding Advisor to join our friendly team in our Sunderland office. You'll be working closely with the team to deliver a seamless onboarding experience to new PTS members. The Role As an On-Boarding Advisor, you'll play a key part in the early stages of the member journey, from assessing new member applications and issuing contracts to gathering key business information and conducting handover calls via Teams or in person. This is a fast-paced, people-focused role ideal for someone with excellent organisation skills, a keen eye for detail, and a passion for delivering great service. Key Responsibilities:

• Support the New Member Manager in onboarding new clients
• Review applications and assess key details, including compliance documentation
• Issue contracts and manage the collection of member information
• Maintain clear, up-to-date records in internal systems
• Conduct Teams or face-to-face calls to hand over and guide new members
• Liaise with internal teams to ensure a smooth transition into the PTS network
• Help troubleshoot and guide members through early queries and setup
• Assist in improving onboarding workflows and member communications Desirable:
• Highly organised with strong attention to detail
• Friendly, professional, and confident on the phone, Teams, and in person
• Strong administrative skills and experience working in a process-driven role
• Excellent written and verbal communication
• Self-motivated, with a proactive and supportive approach
• Travel industry experience is highly desirable but not essential
• Comfortable using Microsoft Office, CRM platforms, and digital tools What We Offer
• A supportive, close-knit team culture
• Opportunities to grow within a trusted and expanding travel services company
• Training and development to help you succeed in your role
• Competitive salary, based on your experience and skills
• Company pension
• On-site parking
• Bike to Work Scheme If you're a people-person who loves organisation, thrives in a collaborative environment, and wants to support travel businesses on their journey, we want to hear from you. To apply, send your CV and a short cover letter to emma.collis@protectedtrustservices.com