At a Glance
- Tasks: Lead the onboarding of new customers and ensure a seamless transition.
- Company: Join Mitie, a leader in Fire & Security Systems with a commitment to excellence.
- Benefits: Enjoy a supportive workplace with a focus on integrity, teamwork, and continuous improvement.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving successful transitions.
- Qualifications: Experience in customer onboarding and strong project management skills required.
The predicted salary is between 45000 - 55000 £ per year.
At Mitie, we are committed to delivering the exceptional, every day. Our expertise, care, technology and insight help create amazing work environments for our customers. This is an exciting opportunity for an experienced, customer‑focused mobilisation professional to lead the onboarding of new customers across Mitie Fire & Security Systems.
You will ensure every transition from bid, through mobilisation, and into business‑as‑usual delivery is seamless, structured and focused on long‑term customer success. The role reports to the Head of Mobilisation & Change. You will lead and coordinate the mobilisation and onboarding of new contracts and re‑mobilisations. Working closely with customers, Key Account Managers, Helpdesk teams and cross‑functional mobilisation workstream leads, you will ensure operational readiness, strong governance, clear communication and excellent customer experience throughout the onboarding journey.
What you’ll do
- Take ownership of the mobilisation and onboarding journey for new customers, ensuring plans, timelines, risks and governance are clearly defined and actively managed.
- Coordinate cross‑functional mobilisation workstream leads so that all departments are ready for service delivery and the handover into business‑as‑usual is structured, compliant and effective.
- Build trusted relationships, act as a senior point of contact where needed, lead customer meetings and readiness reviews, and ensure expectations are understood, documented and delivered throughout the transition.
- Embed robust processes, regulatory compliance and clear ways of working before handover.
- Capture post‑onboarding feedback and use lessons learned to improve future mobilisations.
- Identify and deliver continuous improvement opportunities across mobilisation and customer onboarding activity.
Success Criteria
Success will be measured by the quality and stability of each customer onboarding experience. This includes strong customer satisfaction, stable early‑life contract delivery, accurate asset data and documentation, and effective billing routines embedded.
What we’re looking for
We are looking for someone who is highly organised, credible and confident in a customer‑facing environment. You will bring strong stakeholder management skills, a structured approach to project delivery and a passion for improving the customer experience. The ideal candidate will bring significant experience in customer satisfaction, customer onboarding, mobilisation or operational delivery. They will be confident applying project management principles, such as PRINCE2, Agile or Lean, and will be comfortable managing risk, change and multiple priorities in a dynamic environment. A collaborative style, credible communication and a genuine commitment to continuous improvement will be key to success.
Benefits
You will be part of a business that values integrity, trust, teamwork and continuous improvement. At Mitie, our diversity makes us stronger, and we are committed to creating a workplace where everyone can thrive and be their best every day.
