QuantumLoopAI
Customer Onboarding Specialist
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## 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**.
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## 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 from 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**.
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## 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.
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Requirements
Essential
- At least 1 year of experience in a role involving coordination, operations, project management, or customer onboarding. We 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.
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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 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-office coordination role. You will work directly with NHS practice managers, coordinate with engineering and product teams, and see the tangible impact of your work every time a surgery goes live. If you want a role where your organisational skills directly translate into better patient care, this is it.
Diversity and Inclusion
We believe diverse teams build better products. We welcome applications from candidates of all backgrounds, and we are committed to creating an inclusive environment where everyone can do their best work. If you are excited about this role but do not meet every requirement, we would still love to hear from you.
Recruitment Safety Notice
QuantumLoopAI will never ask candidates for payment or sensitive financial information during the recruitment process. All official communications come from [email protected] email addresses.
Come Work With Us
Ready to help transform NHS primary care? We would love to hear from you. Questions about this role? Contact careers@quantumloopai.com.
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