Customer Onboarding Specialist

About the role

ABOUT QUANTUMLOOPAI QuantumLoopAI is transforming how patients access NHS primary care. Our AI-powered reception system, EMMA, serves millions of NHS patients, helping GP surgeries manage demand, reduce phone queues, and ensure patients get the right care at the right time. Backed by leading healthcare investors and working with NHS practices across England, we are building the future of primary care access. As we prepare for our Series A and expand our team, we are looking for exceptional people who want to make a genuine difference to the NHS. ABOUT THE ROLE Every GP surgery we bring live means faster care for thousands of patients and direct revenue growth for the business. We are looking for a Customer Onboarding Specialist to own that process end to end - from signed contract to full go-live. This is not admin work. You will be the operational backbone of our growth, managing multiple surgery onboardings simultaneously, coordinating compliance, and ensuring every practice is live, configured correctly, and delivering results. You will report directly to the COO and CPO. WHAT YOU WILL DO - Own the end-to-end onboarding journey for new GP surgeries - from contract signature through to activation and go-live. - Manage multiple concurrent onboarding projects, each with its own timeline, stakeholders and compliance requirements. - Coordinate compliance documentation including DCB0160 and DSPT, ensuring all requirements are met before go-live. - Liaise directly with NHS practice managers to gather technical, operational and contractual details. - Create and maintain detailed implementation plans with clear milestones, owners and deadlines. - Keep all records accurate and up to date across CRM and project management tools. - Identify and troubleshoot blockers early - escalating issues before they delay go-live. - Report weekly on onboarding progress, pipeline status, time-to-live metrics and any bottlenecks. - Work closely with engineering and product teams to coordinate technical setup and configuration. - Contribute to improving and documenting onboarding processes as we scale. ESSENTIAL - At least 1 year of experience in a role involving coordination, operations, project management or customer onboarding. We will consider strong candidates from adjacent backgrounds such as administration, customer service or account management. - Exceptionally organised - you can manage 20+ concurrent onboarding projects without dropping anything. - Strong attention to detail - you spot errors, missing information and inconsistencies before they become problems. - Excellent written and verbal communication skills - you can write a professional email to an NHS practice manager and give a clear internal status update with equal confidence. - Proactive and persistent - you chase progress, follow up without being asked, and do not let things slip. - Calm and professional under pressure - you can handle competing deadlines and demanding stakeholders without being rattled. - Comfortable learning and working across multiple systems including CRMs, spreadsheets and project management tools. - Right to work in the UK without sponsorship. - Commutable to Canary Wharf - this role is full-time office-based, five days per week. DESIRABLE - Experience in healthcare, NHS, SaaS or regulated industries. - Familiarity with NHS compliance processes such as DCB0160, DSPT or data protection requirements. - Experience with tools such as HubSpot, Salesforce, Monday.com, Asana or similar CRM and project management platforms. - Experience building or improving operational processes in a startup or fast-growing environment. - Experience working directly with external clients or stakeholders in a professional services or onboarding capacity. LOGISTICS - Education: We value skills and experience over formal qualifications. - Working arrangements: Office-based at our Canary Wharf, London headquarters, Monday to Friday. - Visa sponsorship: We are unable to offer visa sponsorship for this role. - Start date: Flexible. WHAT WE OFFER - Competitive package depending on experience - Potential share options - 20 days holiday plus 8 bank holidays - Professional development including conference attendance and CPD support - Modern office in Canary Wharf - The opportunity to be at the centre of our growth - every surgery you bring live means better care for thousands of NHS patients - Direct exposure to founders, NHS stakeholders and key decision-makers from day one HOW WE ARE DIFFERENT At QuantumLoopAI, you will join a team that is genuinely improving NHS primary care. We move fast, take ownership, and celebrate wins together. Our culture values: - Impact over optics. We measure success by patient outcomes, not busy work - Transparency. Open communication, honest feedback, shared context - Ownership. You will have real autonomy to shape your work and our product - Learning. We are building something new, and we learn from every experiment This is not a back-off

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