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.
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
* >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
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