Onboarding & Implementation Specialist - #2097596

Parking Matters is an award-winning parking consultancy dedicated to innovation.

We are the principal contractor for the delivery and operation of the National Parking Platform (NPP).

The NPP is a not-for-profit, open platform that connects multiple parking service providers to thousands of locations nationwide. Instead of requiring drivers to download multiple apps, the NPP integrates those apps so that drivers can use the app they trust at any location, making parking simple, seamless, and consistent everywhere. The NPP enables a better customer experience while delivering efficiency and value for local authorities and service providers alike.

We are seeking a proactive, client-focused Onboarding & Implementation Project Specialist to join our growing NPP Operations team.

This role combines responsibility for onboarding and implementing new Parking Operators with the delivery of first-line client support. The successful candidate will serve as the primary point of contact throughout the onboarding journey, ensuring a smooth transition from initial requirements gathering through testing and go-live to ongoing operational support.

• Own and manage the end-to-end onboarding process for new operators joining the NPP
• Lead onboarding and discovery calls to gather business and technical requirements.
• Ensure procedures are followed and milestones achieved
• Generate clear, accurate onboarding documentation and maintain implementation records
• Configure new operator accounts, including tariffs, locations, assets, user accounts, and related platform settings.
• Coordinate testing activities and manage the go-live process with operators and internal stakeholders.
• Track onboarding progress, manage timelines, and communicate status updates to clients and internal teams.
• Identify and implement process improvements to enhance onboarding efficiency and the customer experience.

• Provide first-line support to operators and clients, ensuring timely and professional resolution of queries.
• Investigate and troubleshoot operational issues.
• Escalate technical incidents to the technical team with clear, accurate documentation.
• Support ongoing operator administration, including data verification, account updates, and configuration changes.
• Liaise with operators to ensure compliance with operational processes and platform standards.
• Maintain accurate records of support requests, actions, and resolutions.

• Experience of managing multiple projects simultaneously, onboarding, and client support, with strong organisational skills.
• Strong communication and stakeholder management skills.
• Strong problem-solving and analytical skills.
• Experience working with spreadsheets, operational systems, and structured processes with a high attention to detail.

• Experience managing software, platform, or technical onboarding projects.
• Experience using service desk platforms such as Zoho (CRM) or similar tools.
• Familiarity with APIs, integrations, or data exchange platforms.
• Experience within mobility, transport, or parking environments.
• Knowledge of project management methodologies and tools.

• Position: Full time
• Location: This role is home-based
• Hours: 40 hours a week, some flexibility within reason
• Full time salary: £40,000
• Contract: Permanent

• Staff pension scheme, company contribution 3% employee 5%
• Holiday entitlement, 25 working days per year plus paid Bank Holidays.
• Company sick pay (on successful completion of probation)