Remote Managed Services (RMS) Coordinator

Remote Managed Services (RMS) Consultant

Hybrid role – Home based with occasional travel to customer sites and Whitespace Head Office

To apply please contact sarah.edwards@whitespacews.com

The Company:
Whitespace Work Software is the leading provider of waste and environmental solutions in the UK. Our software supports more than 120 local authorities and public-sector contractors, helping them deliver efficient, compliant and customer-focused waste and environmental services. As our Remote Managed Services (RMS) offering continues to grow, we are expanding our team
to provide councils with a dedicated managed service that delivers proactive administration,
configuration, governance support, and continuous improvement of their Whitespace solutions.

The Role

The RMS Coordinator is responsible for the day-to-day delivery of Whitespace Remote Managed Services across a portfolio of customers. Reporting to the Head of RMS, the role serves as an extension of the customer’s operational team, delivering system administration, configuration, service support, and ongoing operational improvements that help customers maximise the value of their Whitespace investment. Whilst the majority of activities are delivered remotely, the role includes attending customer sites
where required to support service delivery, onboarding, workshops, service reviews and operational improvement initiatives.
The RMS Coordinator plays a key role in ensuring customers receive a proactive, structured, and high-quality managed service.

Key Responsibilities

Customer Service Delivery

Deliver RMS services to an allocated portfolio of customers.
Act as a day-to-day point of contact for RMS customers.
Manage customer requests, ensuring timely communication and resolution.
Build strong working relationships with customer stakeholders and operational users.
Support customer review meetings and service health checks.
Identify opportunities for service improvements and operational efficiencies.

System Administration & Configuration

Manage user accounts, permissions and role-based access controls.
Administer Single Sign-On (SSO) and user access processes.
Complete annual and seasonal configuration activities including bank holidays, service schedules and collection calendars.
Configure and maintain service workflows, operational rules and business processes.
Support annual subscription renewals, including garden waste and chargeable services.
Maintain communication templates and operational system settings.
Support customer restructures, service changes and operational transformation activities.

Data & Operational Management

Monitor system usage and operational performance.
Complete data validation and quality assurance activities.
Support managed data imports and customer data updates.
Maintain service records, configuration logs and change histories.
Assist customers in resolving data and operational issues.
Identify trends, risks and opportunities through analysis of customer data.

Governance & Continuous Improvement

Prepare monthly RMS reports and service summaries.
Track actions, risks and improvement opportunities.
Ensure customer environments remain aligned with operational requirements and best practice.
Support customers through organisational change, service reviews and process improvements.
Promote proactive management and continuous improvement across the customer base.

Customer Site Attendance

Attend customer sites where required to support RMS delivery activities.
Support onboarding workshops, operational reviews and customer meetings.
Assist with training, process reviews and system optimisation activities.
Represent Whitespace professionally during customer-facing engagements.

Internal Collaboration

Work closely with Support, Product, Engineering and Professional Services teams.
Escalate product issues appropriately whilst retaining ownership of customer communication.
Support the onboarding of new RMS customers.
Contribute to the development of RMS processes, documentation and service standards.
Share knowledge and best practice across the wider organisation.

Knowledge, Skills & Experience

Essential

Experience in software implementation, consultancy, service delivery, system administration or operational support.
Strong customer relationship and stakeholder management skills.
Excellent communication and presentation skills.
Ability to manage multiple priorities and customer requirements simultaneously.
Strong organisational and problem-solving abilities.
Experience producing reports and communicating operational performance.
High attention to detail and commitment to quality.

Desirable

Experience within local government, waste management or environmental services.
Experience administering business-critical software applications.
Knowledge of service management processes and service level agreements (SLAs).
Experience delivering customer-facing workshops or reviews.
Understanding of operational workflows and business process improvement.

Key Performance Indicators

RMS customer satisfaction and retention.
Achievement of agreed service response and resolution targets.
Completion of administration and configuration activities within agreed timescales.
Quality and accuracy of system configuration and documentation.
Successful delivery of customer onboarding and service activities.
Number and quality of improvement opportunities identified and implemented.
Contribution to RMS customer retention and service growth.

Additional Requirements

Ability and willingness to travel to customer sites across the UK as required.
Full UK driving licence.
Occasional overnight stays may be required.
Ability to work independently whilst managing multiple customer priorities.
Comfortable working directly with customer operational and management teams both remotely and on-site.

Reporting Structure

Reports to: Head of Remote Managed Services (RMS)

This role forms part of the RMS service delivery structure and provides operational and customer-facing support to enable the continued growth and scalability of the RMS service.

Vacancy