At a Glance
- Tasks: Lead customer onboarding and ensure seamless transitions for new contracts.
- Company: Join Mitie, a leader in Fire & Security Systems with a focus on exceptional service.
- Benefits: Be part of a diverse team that values integrity, teamwork, and continuous improvement.
- Other info: Opportunity to thrive in a dynamic environment with a commitment to personal growth.
- Why this job: Shape amazing customer experiences and drive successful mobilisations every day.
- 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, and we are looking for a Mobilisation & Customer Onboarding Manager to play a key role in making that happen.
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
Reporting 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.
- Play a central role in shaping the customer experience during onboarding, including building trusted relationships, acting as a senior point of contact, leading customer meetings and readiness reviews, and ensuring 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.
What success looks like
Success will be measured by the quality and stability of each customer onboarding experience, including 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.
We are looking for someone who combines strong organisation and attention to detail with excellent stakeholder management and customer-facing skills. A collaborative style, credible communication and a genuine commitment to continuous improvement will be key to success.
Why join Mitie?
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.
If you are ready to take ownership of customer onboarding, lead successful mobilisations and help shape exceptional customer experiences, we would love to hear from you. Apply now and help us deliver the exceptional, every day.
Mobilisation & Customer Onboarding Manager in Northampton employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that values its team members by providing a supportive work environment in Tutnalls, where collaboration and reliability are key. With flexible part-time hours, employees can enjoy a healthy work-life balance while benefiting from opportunities for personal growth and development within the company. Join us to be part of a dedicated team that prioritises safety, cleanliness, and exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Mobilisation & Customer Onboarding Manager in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Mobilisation & Customer Onboarding Manager in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group plc.:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group plc.!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
