Implementation Consultant

Company Description: Come join us and make a difference in the world! Discover more at www.necsws.com

This role is a hybrid position – Home / Portsmouth office. In this role, you will be part of the team responsible for delivering the NPS Charter solutions into Police Forces nationally. You will lead the configuration and implementation of NEC Charter software and services within agreed timescales, quality standards, and budget. You will be customer‑facing, gathering and documenting requirements with clarity, and collaborating with other teams where appropriate. A key focus will be ensuring a smooth transition for customers and end‑users to the new or updated system. You will also advise customers on implementation and configuration strategies to meet their objectives. Additionally, you will be responsible for triaging technical and functional issues, supporting and leading User Acceptance Testing (UAT) phases, and ensuring that customers are confident in the solution prior to go‑live. This role requires successful security vetting before visiting customer sites.

Objectives:

• Participate in the delivery of implementations in a timely and cost‑effective manner.
• Jointly responsible for system installation/configuration, support, process improvements, and documentation.
• Ensure all customers receive high‑quality service and deliverables aligned with the project plan.
• Develop a strong understanding of NEC Charter core software and its integration with customer systems.
• Build long‑term relationships with customers.
• Triage and resolve issues raised by customers and internal teams, ensuring timely resolution within SLAs.
• Lead and support UAT activities, including planning, coordination, issue tracking, and customer engagement.
• Provide 3rd line support to the external Charter user community.
• Provide pre‑sales support to Account Managers when necessary, including effort estimation.
• Follow company project management and quality procedures, and contribute to their continuous improvement.

Qualifications – Specific Experience and Knowledge:

• Strong analytical skills to assess situations and identify solutions – essential.
• Articulate and positive communication skills, both written and verbal – essential.
• Ability to communicate effectively with both technical and non‑technical customer staff – essential.
• Excellent time management and prioritisation skills – essential.
• Ability to build relationships with key customer stakeholders – essential.
• Experience in triaging and resolving technical and functional issues – essential.
• Experience in leading and supporting UAT phases – essential.
• Quick learner with the ability to pick up varied technical and business skills – essential.
• Flexible and quality‑focused approach across a variety of tasks – essential.
• Analytical background with problem‑solving capabilities – essential.
• Strong team‑player with the ability to work independently – essential.
• Customer‑facing experience and confidence – essential.
• Attention to detail and ability to manage conflicting priorities – essential.
• Exposure to webserver technology including IIS – preferred.
• Understanding of databases including SQL and/or Oracle – preferred.

Benefits:

• 25 days paid holiday with the option to buy/sell (FTE).
• 4× basic salary life assurance cover (with the option to increase cover at an additional cost).
• A Group Pension Plan.
• A selection of flexible benefits to suit your individual needs.

Other Information:

Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting, references and occupational health checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.