Amtivo Group
Client Onboarding & Scheduling Manager
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Client Onboarding & Scheduling Manager
Location: Kings Hill, Kent (Hybrid, minimum 3 days per week in the office)
Contract: Full-time, Permanent
Salary: Competitive
Benefits:
- Hybrid working
- Discretionary Bonus scheme (eligible after completion of probation)
- Auto enrolment to the company pension scheme – contributions are 5% employee and 3% employer
- Laptop and Equipment
- Optional Paycare Healthcare Scheme
- Death In service (x4 Annual Salary)
- Group Insurance Policy
- 25 Days Annual Leave plus Bank Holidays increasing with service
- Refer a friend Scheme
Join Amtivo and Shape an Exceptional Client Experience
At Amtivo, we're passionate about helping organisations achieve certification and build confidence in their management systems. As we continue to grow, we're looking for an experienced Client Onboarding & Scheduling Manager to lead a critical function at the heart of our client journey.
This is a unique opportunity to combine client relationship management, operational leadership, scheduling excellence and team management in a fast-paced, customer-focused environment.
The Role
As the Client Onboarding & Scheduling Manager, you will own the client experience through the early stages of the certification journey, from contract sign-off and onboarding through Stage 1 and Stage 2 audits to initial certification, ensuring seamless delivery at every touchpoint before the client transitions to the Account Management team.
You will be operating in a fast-paced, high-volume environment where the role carries overall responsibility for client scheduling across the certification lifecycle, ensuring audits are planned efficiently, resources are allocated appropriately, and clients, auditors and internal stakeholders have clear visibility of upcoming activity.
Key Responsibilities
Client Journey, Onboarding & Certification Progression
- Own the end-to-end onboarding experience for new clients, acting as the main point of contact from contract sign-off through to first certification audit.
- Design and deliver a structured onboarding journey that sets clear expectations on audit timelines, documentation requirements and certification milestones.
- Coordinate with key stakeholders including the New Business Sales team, the Audit Delivery team, Scheme Managers, Auditors and Compliance Operations to ensure a smooth handover with no loss of information or momentum.
- Proactively guide clients through certification progression stages, including Stage 1, Stage 2 and certification issue, keeping them informed and confident at every step.
- Monitor client progression against agreed timelines and proactively identify and address delays, dependencies or potential barriers to certification.
- Manage the administration and completion of NDAs and supplier/vendor application forms during onboarding, tracking outstanding documentation and chasing clients and internal stakeholders to avoid delays.
- Complete a structured handover to the allocated Account Manager once initial certification is achieved, ensuring all client history, commitments and open actions are transferred; ongoing account ownership from that point sits with the Account Management team.
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Overall Scheduling Management
- Own and coordinate the overall scheduling process for clients across the certification lifecycle, ensuring audits are planned, communicated and delivered in line with client requirements and certification timelines.
- Manage scheduling activity from initial audit planning through certification, surveillance, recertification, scope changes and other certification-related activities.
- Work closely with the Audit Delivery team, Scheme Managers, Auditors and Compliance Operations to ensure appropriate auditor availability, competence, capacity and allocation against client requirements.
- Maintain clear oversight of the forward scheduling pipeline, identifying capacity constraints, scheduling risks and potential conflicts at an early stage and raise to key internal stakeholders including the Director of Client Services and Service Delivery Director.
- Proactively engage with clients to agree suitable audit dates, manage changes and minimise disruption to their business.
- Coordinate schedule changes, cancellations and postponements, ensuring all relevant stakeholders are informed and that certification timelines remain on track wherever possible.
- Monitor scheduling performance and identify opportunities to improve utilisation, efficiency and lead times.
- Ensure scheduling activity supports contractual commitments, certification requirements and applicable scheme or accreditation expectations.
Client Relationship Management (Pre-Certification)
- Act as the day-to-day operational contact for a portfolio of clients from contract sign-off through to initial certification, working alongside the allocated Account Manager.
- Build effective, multi-level relationships within client organisations during onboarding and certification to understand their business, risks and certification needs.
- Conduct regular check-ins to monitor client progress, satisfaction and confidence as they move through the certification process.
- Identify and escalate at-risk accounts early, working cross-functionally to resolve issues before they delay certification, and flagging retention risks to the allocated Account Manager.
Complaints, Queries & Issue Resolution
- Act as the first point of escalation for client complaints, queries and concerns arising during onboarding, certification and scheduling, taking ownership through to full resolution.
- Investigate root causes of complaints in partnership with the Compliance Operations and Audit Delivery teams, ensuring fair and timely outcomes.
- Maintain accurate complaint and query logs, tracking resolution times and identifying recurring themes, including scheduling-related issues.
- Turn service recovery moments into opportunities to strengthen the client relationship and demonstrate Amtivo's commitment to service excellence.
Strategic Growth & Commercial Opportunity
- Surface cross-sell and upsell opportunities that emerge during onboarding and certification, including additional ISO standards, scope extensions and multi-site certification, and pass them to the allocated Account Manager to progress.
- Work closely with the New Business Sales and Account Management teams to hand off qualified opportunities and support a joined-up commercial approach.
- Contribute client insight to pipeline planning and revenue growth initiatives.
- Support referral and advocacy programmes by identifying newly certified clients suited to case studies, testimonials or introductions.
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Customer Experience & Continuous Improvement
- Champion a client-first culture, identifying friction points across the onboarding, certification and scheduling journey and driving initiatives to remove them.
- Gather and act on client feedback from the onboarding and certification stages, including NPS and satisfaction surveys, to shape continuous improvement of that experience.
- Partner with Marketing, Compliance Operations, Audit Delivery
- Maintain accurate, up-to-date client records in HubSpot (or equivalent CRM), ensuring lifecycle stage, interactions, scheduling activity and opportunities are properly tracked.
Line Management & Team Leadership
- Line manage a team of direct reports covering client progression, setting clear objectives, priorities and standards of performance.
- Provide day-to-day leadership, coaching and development, including regular one-to-ones, performance reviews and personal development plans.
- Allocate and balance workload across the team to ensure client progression and scheduling activity is delivered to agreed service levels.
- Recruit, onboard and induct new team members, ensuring they are equipped to support clients confidently from the outset.
- Manage performance, absence and conduct in line with HR policy, escalating to the Director of Client Services where appropriate.
- Build a culture of accountability, client-first thinking and continuous improvement within the team.
About You
We're looking for a customer-focused leader with strong operational and stakeholder management skills, who can confidently manage multiple priorities in a busy environment.
Essential Experience
- Experience in account management, customer success, client services, scheduling, coordination or another client-facing operational role.
- Proven experience managing complex scheduling or resource planning activities.
- Experience leading, coaching and developing a team.
- Strong customer service and complaint resolution experience.
- Excellent organisational and project management skills.
- Ability to build relationships and influence stakeholders at all levels.
- Experience using CRM and operational systems.
- Strong communication skills, both written and verbal.
Desirable Experience
- Knowledge of ISO standards such as ISO 9001, ISO 14001, ISO 27001 or ISO 45001.
- Understanding of certification, audit, inspection, testing or professional services environments.
- Experience working within a regulated or compliance-driven industry.
Ready to Apply?
If you're passionate about delivering exceptional client experiences, leading high-performing teams and driving operational excellence, we'd love to hear from you.
Apply today and help shape the future of client onboarding and certification at Amtivo.
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