Customer Onboarding Specialist

About QuantumLoopAI

QuantumLoopAI is building AI-driven front-desk technology that helps patients reach NHS primary care more efficiently. Its virtual reception system, EMMA, supports millions of NHS patients by helping GP practices handle demand, cut down phone waiting times, and direct people to the right care faster. With backing from major healthcare investors and active deployments across England, the company is preparing for Series A growth and looking for people who want to make a meaningful contribution to the NHS.

About the Role

This position is responsible for taking new GP surgeries from signed agreement all the way through to successful launch. You will be the person who keeps the onboarding engine moving, coordinating several practices at once, managing compliance steps, and making sure each surgery is configured correctly and ready to deliver value. The role is highly operational and reports directly to the COO and CPO.

What You'll Be Doing

• Managing the full onboarding lifecycle for newly signed GP practices, from contract completion through setup and go-live.
• Running several onboarding workstreams in parallel, each with different stakeholders, deadlines and compliance needs.
• Handling compliance paperwork and checks, including DCB0160 and DSPT, and confirming all requirements are complete before launch.
• Working directly with NHS practice managers to collect technical, operational and contractual information.
• Building and maintaining implementation plans with milestones, ownership and due dates clearly defined.
• Keeping CRM and project tracking records accurate, current and easy to follow.
• Spotting risks and delays early and raising issues before they affect launch timelines.
• Providing weekly updates on onboarding status, pipeline movement, time-to-live performance and operational blockers.
• Partnering with engineering and product teams to coordinate configuration and technical readiness.
• Helping refine, document and improve onboarding workflows as the business scales.

Requirements

• At least 1 year of experience in coordination, operations, project management or customer onboarding; the team will also consider strong candidates from administration, customer service or account management backgrounds.
• Very strong organisational ability, with the capacity to juggle 20+ active onboarding projects without losing track of details.
• Excellent precision and a sharp eye for missing data, inconsistencies and errors.
• Strong written and verbal communication skills for both external messages to NHS stakeholders and internal progress updates.
• A proactive, persistent approach with consistent follow-up and ownership of progress.
• The ability to stay composed and professional when managing pressure, deadlines and demanding stakeholders.
• Comfort using multiple systems, including CRM platforms, spreadsheets and project management tools.
• Eligibility to work in the UK without sponsorship.
• Ability to commute to Canary Wharf and work full-time from the office five days a week.
• Experience in healthcare, NHS, SaaS or other regulated settings is helpful but not essential.
• Familiarity with NHS compliance areas such as DCB0160, DSPT or data protection is desirable.
• Experience with tools such as HubSpot, Salesforce, Monday.com, Asana or similar software is a plus.
• Prior work improving processes in a startup or fast-growing company is beneficial.
• Experience dealing directly with external clients or stakeholders in a professional services or onboarding role is desirable.
• Formal qualifications are not required; practical skills and relevant experience are valued more highly.
• This role is based at the Canary Wharf, London office, Monday to Friday.
• Visa sponsorship is not available.
• The start date is flexible.

Benefits

• Competitive compensation aligned to experience.
• Potential equity/share options.
• 20 days of annual leave plus 8 bank holidays.
• Support for professional development, including conference attendance and CPD.
• Modern office space in Canary Wharf.
• A chance to play a central role in company growth, with each successful launch improving care for thousands of NHS patients.
• Direct exposure to founders, NHS stakeholders and key decision-makers from the outset.

Culture and Working Style

The team is focused on making a real difference to NHS primary care. It operates with speed, accountability and shared success. The culture is built around meaningful outcomes, open communication, personal ownership and continuous learning as the company develops new solutions.

This is a hands-on role that is not limited to back-office coordination. You will work closely with NHS practice managers, collaborate with engineering and product teams, and see the real-world impact of your work each time a surgery goes live. If you want your organisational strengths to directly support better patient care, this role is a strong fit.

Diversity and Inclusion

The company welcomes applicants from all backgrounds and is committed to fostering an inclusive environment where people can do their best work. Candidates who are enthusiastic about the opportunity but do not meet every criterion are still encouraged to apply.

Recruitment Safety Notice

The company will never request payment or sensitive financial details during hiring. Official communication will only come from @quantumloopai.com email addresses.

Contact

For questions about the role, contact careers@quantumloopai.com.