Onboarding and Mobilisation Coordinator

To coordinate and support the successful mobilisation, remobilisation and demobilisation of customer contracts, ensuring smooth operational transitions, accurate system set-up, and minimal service disruption. This role acts as a central coordination point during contract transitions - making sure nothing is missed, timelines are met, risks are flagged early, and customers experience a professional, well-controlled transition. Key responsibilities include: Contract Mobilisation

• Support the end-to-end onboarding of new customer contracts
• Assist in the creation, improvement and maintenance of mobilisation plans with clear actions and deadlines
• Coordinate internal stakeholders across Operations, Billing, Finance and Compliance
• Ensure accurate set-up of customer records, SLAs, reporting and billing details
• Track progress against milestones and escalate risks where required
• Support go-live readiness checks
• Assist in post-mobilisation reviews to identify improvements
Contract Remobilisation
• Coordinate implementation of contract variations, scope changes or restructures
• Ensure system updates reflect revised commercial and operational terms
• Support alignment of internal teams where changes occur
• Maintain documentation and ensure clear communication across stakeholders
Contract Demobilisation
• Support structured offboarding of customers
• Ensure accurate final billing and system closure
• Assist with data transfer, documentation and compliance processes
• Track key dates to ensure contractual obligations are met
• Capture lessons learned following contract exit and assist in continuous system and process design
Success measures include:
• >95% of mobilisation activities completed on or ahead of agreed timeline
• Zero critical onboarding actions outstanding at point of service commencement
• >98% of mobilisation risks or delays escalated within 24 hours of identification
• Effective collaboration with Key Account Managers, service teams, helpdesk, billing and compliance functions, contributing to >90% positive onboarding satisfaction feedback
• Identification and implementation of onboarding process improvements, tools or templates that increase efficiency, consistency or customer experience
Person Specification
• Significant experience in customer satisfaction roles
• Excellent stakeholder management and customer-facing skills
• Process design and continuous improvement capability
• Proactive and structured
• Calm and organised under pressure
• Ownership mindset - doesn't wait to be chased
• Collaborative and solution-focused
• Commercially aware and detail-driven
  
  Significant experience in customer satisfaction roles
• Excellent stakeholder management and customer-facing skills
• Process design and continuous improvement capability
• Proactive and structured
• Calm and organised under pressure
• Ownership mindset - doesn't wait to be chased
• Collaborative and solution-focused
• Commercially aware and detail-driven