Customer Onboarding & Records Specialist

Job Purpose

About Protect 

We help Protect our customers’  ideas and innovations.

 

Job Overview

This is a specialist operational role within Customer Onboarding & Records for Protect Delivery. The role is responsible for onboarding new and existing IP customers and for creating and maintaining accurate, compliant customer records across Filing & Translations, IP Renewals, IP Recordals and IP Research. Working to the standards set by the Head of Customer Onboarding and Records, the Specialist ensures customers are set up correctly the first time and that records remain a reliable single source of truth for regional service teams, the IP Ops Hub and Business IP Service Owners.

 

Key Responsibilities

 

• Execute the end-to-end onboarding process for new customers and for transitions of existing customers, including portfolio migrations, in line with enterprise standards.
• Gather, validate and record the information and documentation required to set customers up for Filing & Translations, IP Renewals, IP Recordals and IP Research services.
• Liaise with Sales, Account Management and Regional Service Teams to ensure a smooth handover into delivery and that customer-specific instructions and requirements are captured accurately.
• Track onboarding cases through to completion, chasing outstanding information and escalating delays or complex cases to the Head of Customer Onboarding and Records.
• Create and maintain accurate, complete and auditable customer records, including contacts, instruction preferences, authorisations / powers of attorney, entity and billing information.
• Process record changes promptly, following agreed change control procedures.
• Carry out regular data quality checks, identifying and resolving duplicates, gaps and inconsistencies.
• Help move customer information out of local trackers and spreadsheets into enterprise core fulfilment systems.
• Handle customer data in line with data protection, confidentiality and information security requirements.
• Carry out required client due diligence, conflict, sanctions and contractual checks as part of onboarding, in partnership with Legal, Finance and Compliance.
• Follow documented procedures and controls, and flag exceptions, risks or non-compliance promptly.
• Support internal and external audits by providing accurate records and evidence.
• Seek guidance from IP Law within the IP Ops Hub on jurisdiction-specific documentation and authorisation requirements where needed.
• Respond to onboarding and records queries from customers, Regional Service Teams, Sales and other internal stakeholders in a timely and professional manner.
• Provide a positive, consistent customer experience from the first point of contact.
• Share feedback and insights on the onboarding experience with the Head of Customer Onboarding and Records.
• Use enterprise core fulfilment and related systems accurately and consistently.
• Follow and help maintain documented procedures, work instructions and training materials for onboarding and records.
• Identify manual workarounds, inefficiencies and data issues, and propose practical improvements.
• Meet agreed targets for onboarding cycle time, first-time-right rates and records accuracy.
• Provide data and input for onboarding and records reporting.
• Contribute to continuous improvement initiatives using customer feedback, operational metrics and audit findings.
• Work with colleagues across Customer Onboarding & Records, Regional Service Teams (NASA, EMEA, APAC, Japan) and Business IP Service Owners to ensure onboarding and records meet service-specific needs.
• Collaborate with the IP Ops Hub (Payments, IP Law, Training & Governance, Data, Analytics, Automation & Excellence).
• Contribute to a trusting and collaborative work environment that encourages professional growth and self-development.
• Commit to continuous learning and skill development.
• Demonstrate the values and behaviours that reflect RWS’s commitment to quality, integrity and client excellence.
• Speak up with ideas, concerns and feedback.

 

Skills & Experience

 

• Experience in customer onboarding, client administration, records or data management, or a similar operational role, ideally within IP, legal or professional services.
• Understanding of IP services (Filing & Translations, Renewals, Recordals, Research) is advantageous.
• Experience working in core fulfilment, CRM or case-management systems.
• Excellent attention to detail and a strong commitment to data accuracy and quality.
• Working knowledge of data protection, confidentiality and client due diligence requirements is advantageous.
• Clear written and verbal communication skills, with the ability to work with internal and external stakeholders across regions and time zones.
• Ability to manage a varied workload, prioritise effectively and meet deadlines in a fast-paced environment.
• Comfortable working in a matrix organisation and collaborating with cross-functional teams.
• Proficiency in Microsoft Office, particularly Excel, and a willingness to adopt new tools and automation.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

 

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

 

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.