Learning Onboarding Advisor

Do you enjoy helping learners solve problems and get comfortable with technology?

 

At the International Compliance Association (part of Wilmington plc), you’ll support learners as they get started with our online platform. This role is focused entirely on guiding, assisting, and problem-solving, it is not a sales position. You’ll help users with first logins, show them how to access resources, answer everyday technical questions, and contribute to keeping onboarding processes and learning materials clear and up to date.

 

If you enjoy a hands-on role where you can put your people and tech skills to good use, we’d love to hear from you!

 

 

• Set up new learner accounts accurately and on time.
• Send welcome communications and guide learners through first login and initial setup.
• Provide friendly product orientation and signpost helpful resources.
• Keep onboarding checklists, logs, and learner notes up to date.
• Support pre–go‑live checks on accounts, permissions, and access.

• Monitor early learner usage and identify risks such as low engagement.
• Provide proactive outreach based on usage triggers.
• Share updates on any issues that may affect onboarding or access.

 

• Assist with basic access queries, login issues, and general troubleshooting.
• Process password resets, account changes, and contact updates.
• Help learners navigate the platform and use key features.

 

• Support the creation and upkeep of digital learning content on the LMS (Totara).
• Ensure learning materials are accurate, up to date, and correctly restricted for users.

 

 

You get to make a real difference to someone’s experience with ICA. Our learners often arrive feeling unsure about new systems or processes, and you’re the person who helps everything click into place. Every day brings a mix of tasks - from guiding someone through their first login to sorting a quick technical fix - so the work stays varied and interesting. 

 

 

Some queries can be time‑sensitive, especially when learners are trying to log in for an exam or to begin a course. In those moments, they need quick, clear support, and you’ll be working within set SLAs to make sure they aren’t left waiting. You may also be handling more than one request at once, so you'll need to stay focused and organised.

To be successful in this role, you must have:

• Experience in a customer‑facing role such as onboarding, learning support, service desk, or customer success.
• The ability to confidently guide learners through their first login, setup steps, and basic product orientation.
• Strong problem‑solving skills, especially when troubleshooting access, login, or system‑navigation queries.
• Comfort handling basic technical issues, with good judgement on when to escalate more complex problems.
• Experience using CRM or ticketing systems to log activity, track progress, and manage tasks efficiently.
• Clear, friendly written and verbal communication skills with a supportive, learner‑first approach.
• High attention to detail when updating accounts, processing changes, or completing onboarding checklists.
• Strong organisational skills and the ability to manage your workload effectively to meet SLAs.

 

• Experience onboarding learners onto digital learning platforms or e‑learning products.
• Familiarity with LMS systems.
• An understanding of learner engagement and adoption metrics.
• Experience creating or maintaining help articles, guides, or support documentation.
• Exposure to analysing basic usage data or reporting onboarding activity.
• Previous experience supporting product introductions, training sessions, or learner education.

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

 

ICA is the leading professional body for the global compliance community. Since 2001, we’ve helped over 150,000 professionals across 152 countries enhance their knowledge and skills. We inspire and enable our members to conduct the right business in the right way.

 

 

At Wilmington plc, we help global customers to do the right business in the right way - providing trusted data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape.

 

When you join us, you’ll not only make a real difference for our customers, you’ll also enjoy flexibility through hybrid working and benefit from a wide range of learning, career, and development opportunities.

 

Whether you're just starting out, returning to work after a break, or looking to take your next step, you’ll be doing work with meaning.

 

Join us and make a real difference. Click on “APPLY” today!

 

 

 

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

 

*Please note that this role may remain advertised until an offer of employment has been made.