Better places, thriving communities.
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
1. Support the end-to-end onboarding of new customer contracts
2. Assist in the creation, improvement and maintenance of mobilisation plans with clear actions and deadlines
3. Coordinate internal stakeholders across Operations, Billing, Finance and Compliance
4. Ensure accurate set-up of customer records, SLAs, reporting and billing details
5. Track progress against milestones and escalate risks where required
6. Support go-live readiness checks
7. Assist in post-mobilisation reviews to identify improvements
Contract Remobilisation
8. Coordinate implementation of contract variations, scope changes or restructures
9. Ensure system updates reflect revised commercial and operational terms
10. Support alignment of internal teams where changes occur
11. Maintain documentation and ensure clear communication across stakeholders
Contract Demobilisation
12. Support structured offboarding of customers
13. Ensure accurate final billing and system closure
14. Assist with data transfer, documentation and compliance processes
15. Track key dates to ensure contractual obligations are met
16. Capture lessons learned following contract exit and assist in continuous system and process design
Success measures include:
17. >95% of mobilisation activities completed on or ahead of agreed timeline
18. Zero critical onboarding actions outstanding at point of service commencement
19. >98% of mobilisation risks or delays escalated within 24 hours of identification
20. Effective collaboration with Key Account Managers, service teams, helpdesk, billing and compliance functions, contributing to >90% positive onboarding satisfaction feedback
21. Identification and implementation of onboarding process improvements, tools or templates that increase efficiency, consistency or customer experience
Person Specification
22. Significant experience in customer satisfaction roles
23. Excellent stakeholder management and customer-facing skills
24. Process design and continuous improvement capability
25. Proactive and structured
26. Calm and organised under pressure
27. Ownership mindset — doesn't wait to be chased
28. Collaborative and solution-focused
29. Commercially aware and detail-driven
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .