Once For All

Team Leader

• Be responsible for effective people management of the Technical Assessment Team, ensuring team morale, timely customer management and consistent achievement of operational metrics, KPIs and SLAs, acting as first point of contact for escalations.
• Be responsible for implementing corrective actions from QA function are completed to ensure consistent achievement.
• Coach individuals on their performance to exceed targets through regular 1:1s, identifying training needs, managing performance and ensuring all technical and mandatory training is completed and evidenced.
• Develop a customer-focused, technically competent team who are pro-active and always seek the opportunity to improve the customer's assessment experience.
• Build and maintain close working relationships with all key stakeholders, including certification bodies, scheme owners and internal teams.
• Be responsible for the recruitment, induction and technical training of new starters into the Technical Assessment team, ensuring they meet the minimum requirements for the Technical Assessor role before undertaking unsupervised assessments.
• Monitor customer satisfaction, ensuring assessment processes are completed to standard and outputs reported, with corrective actions taken or recommended as required.
• Work as part of the Customer Operations Management Team, reviewing processes and driving continuous improvement through the creation, training and enforcement of such improvements.
• Monitor and ensure the team's ongoing SSIP Assessor competence, including initial SSIP Assessor Training, 3-yearly SSIP Refresher Training and CPD evidence, escalating and actioning any lapses in line with SSIP Membership Rules.
• Undertake technical assessments personally as required, to support team capacity and to maintain first-hand technical credibility when coaching and quality-checking the team's work.

Technical Assessment Team Leader

Assessor

• Undertake Technical assessments and provide advice and support to suppliers throughout the assessment process.
• Accurately verify documents submitted by suppliers against the set criteria and in line with agreed processes, providing guidance at every stage.
• Proactively engage with customers across multiple communication channels in an efficient and timely manner — requesting data updates, providing further information, or resolving and escalating issues where applicable.
• Provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is given.
• Deliver an outstanding level of quality and customer service across all communication channels, in line with company policy.
• Assist in the development and delivery of additional technical services as required.
• Work within set KPIs and self-manage personal performance against business and personal targets.
• Meet regularly with the Team Leader to give feedback and help improve customer service culture, response times and tools.
• Support new starters with training and mentoring where requested, and work closely with other teams to ensure a positive customer experience.

Technical Assessor

Quality Specialist

• The Specialist is responsible for being the technical authority on our most complex scheme requirements, driving continual improvement and closing quality gaps end-to-end.
• Proactively identify where quality, consistency or customer experience is breaking down across people, process, systems, outsourced delivery and AI.
• Own a closed loop improvement model: convert findings into permanent fixes in training, guidance, process and system design, then re-measure to confirm the gap is closed.
• Connect every quality and improvement activity to customer outcomes, accuracy, fairness, speed and confidence in our verified data.
• Use assessment insight to reduce the avoidable rework, rejections and escalations that frustrate customers and suppliers.
• Validate the integrity, accuracy and technical robustness of assessor outputs against scheme standards and regulatory expectations.
• Lead thorough, fair investigations into non-conformances (NCs), applying deep technical expertise.
• Conduct structured root cause analysis to separate systemic, process and individual causes.
• Support the reporting of findings into targeted training, calibration and guidance so complex requirements are applied consistently.
• Coach assessors and reinforce correct interpretation, raising technical decision-making across internal and outsourced teams.
• Validate AI vs human decision-making to maintain consistency and quality across automated assessment layers.
• Contribute to internal and external quality reviews and inspections (e.g. SSIP), providing evidence of coverage and control.

Technical Quality Specialist – Continuous Improvement

Researcher

• Research and collect details of tenders
• Involved in ongoing research of tenders up to submission date
• Gathering post tender information
• Making calls to clients to get information on new tenders
• Keeping rapport and asking questions
• Administering all gathered information onto the system

Customer Insights Researcher

Operations

• Atender llamadas entrantes de proveedores y clientes empresariales (entorno B2B).
• Gestionar incidencias mediante tickets, chat, formularios de contacto y diferentes canales de comunicación que se implementen.
• Asesorar sobre procesos de homologación, carga y validación de documentación, estados de expedientes y requisitos normativos.
• Guiar al usuario en el uso de la plataforma Nalanda (navegación, incidencias básicas, recuperación de accesos).
• Registrar todas las interacciones en los sistemas internos (CRM / herramientas de ticketing).
• Resolver incidencias en primer nivel y escalar correctamente los casos que requieran soporte especializado.
• Realizar seguimiento de incidencias hasta su resolución, informando al usuario de manera proactiva.
• Cumplir los niveles de servicio establecidos (SLAs), así como los estándares de calidad y satisfacción del cliente.
• Detectar incidencias recurrentes y proponer mejoras en procesos o comunicaciones con proveedores.
• Colaborar con otros departamentos (Operaciones, Finanzas, Homologación, IT, etc..) para la correcta resolución de casos.
• Garantizar el cumplimiento de las políticas de confidencialidad y protección de datos.

Customer Operations Analyst

Account Manager

• Assume ownership of enterprise and strategic customers once onboarding is complete.
• Own the long-term commercial relationship with assigned enterprise, key, and strategic customers.
• Build trusted relationships with senior stakeholders across various departments.
• Develop structured account plans defining stakeholder maps, adoption priorities, growth opportunities, and engagement cadence.
• Identify early risk indicators and lead recovery actions.
• Grow Tender Management and Marketplace adoption across additional teams and divisions.
• Create customer-specific expansion plans that align platform capability with customer priorities.
• Deliver senior, value-led demonstrations tailored to executive sponsors and operational stakeholders.
• Drive consistent publishing activity across enterprise customers by influencing relevant teams.
• Use usage patterns to identify areas of under-adoption and account growth.

Enterprise Account Manager

Communications

• Support the development and execution of Nalanda’s corporate communication plan.
• Help define, refine and activate key messages for Nalanda’s main audiences: clients, prospects, suppliers, partners, media, associations and industry stakeholders.
• Translate strategic business priorities into clear communication angles, messages and narratives.
• Ensure consistency of tone, positioning and messaging across channels, campaigns and external touchpoints.
• Support communication around strategic initiatives, product launches, partnerships, customer projects, market developments and company milestones.
• Help position Nalanda within the broader Once For All group and the European built environment ecosystem.
• Contribute to the evolution of Nalanda’s external voice as the company expands from compliance solutions towards a broader market network proposition.
• Coordinate Nalanda’s PR and media relations activities.
• Develop and manage press releases, media opportunities, interviews, opinion pieces, branded content and external collaborations.
• Work closely with PR agencies and external communication partners.
• Identify opportunities to increase Nalanda’s visibility in relevant media, industry platforms, events and associations.
• Prepare briefing materials, key messages and supporting content for spokespeople.
• Monitor media coverage, competitor communication, industry conversations and relevant market trends.
• Develop clear messages for different audiences and contexts, including Health & Safety, Procurement, Operations, Construction, Facilities, Industrial and supplier communities.

Senior Communication Specialist

DevOps Engineer

• Liderar el equipo de DevOps en alineación con los OKRs de la empresa.
• Impulsar la entrega y la responsabilidad.
• Facilitar el trabajo diario para los equipos de desarrollo.
• Diseñar, implementar y mantener la infraestructura de la plataforma AWS utilizando Terraform.
• Implementar y mantener soluciones de supervisión y observabilidad.
• Modernizar la automatización de la plataforma y CI/CD.
• Ser responsable de las operaciones de bases de datos relacionales.

DevOps Engineer – Manager

Sales Development Rep

• Ricerca attiva di nuovi clienti: individuare nuove opportunità commerciali e potenziali clienti attraverso diverse fonti, tra cui ricerche di mercato, database, LinkedIn e altri canali digitali.
• Contatto con i potenziali clienti: effettuare attività di outbound prospecting tramite chiamate, e-mail e altri canali di contatto, presentando l’azienda e le sue soluzioni con l’obiettivo di generare interesse.
• Pianificazione di incontri commerciali: coordinare e programmare meeting tra i potenziali clienti qualificati e il team commerciale, contribuendo all’avanzamento del processo di vendita.
• Qualificazione dei lead: valutare il potenziale e l’idoneità dei prospect sulla base di criteri predefiniti, assicurandosi che siano in linea con il target e le esigenze dell’azienda.
• Collaborazione con il team commerciale: lavorare a stretto contatto con gli Account Executive e i responsabili commerciali per garantire una gestione efficace dei lead qualificati e supportarne la conversione in clienti.
• Gestione e aggiornamento del CRM: mantenere aggiornato il database dei prospect, registrando in modo accurato le attività, le interazioni e lo stato di avanzamento delle opportunità nel CRM aziendale.

Sales Development Representative Analyst – Italia

Customer Support

• Atender llamadas entrantes de proveedores y clientes empresariales (entorno B2B).
• Gestionar incidencias mediante tickets, chat, formularios de contacto y diferentes canales de comunicación que se implementen.
• Asesorar sobre procesos de homologación, carga y validación de documentación, estados de expedientes y requisitos normativos.
• Guiar al usuario en el uso de la plataforma Nalanda (navegación, incidencias básicas, recuperación de accesos).
• Registrar todas las interacciones en los sistemas internos (CRM / herramientas de ticketing).
• Resolver incidencias en primer nivel y escalar correctamente los casos que requieran soporte especializado.
• Realizar seguimiento de incidencias hasta su resolución, informando al usuario de manera proactiva.
• Cumplir los niveles de servicio establecidos (SLAs), así como los estándares de calidad y satisfacción del cliente.
• Detectar incidencias recurrentes y proponer mejoras en procesos o comunicaciones con proveedores.
• Colaborar con otros departamentos (operaciones, homologación, IT) para la correcta resolución de casos.
• Garantizar el cumplimiento de las políticas de confidencialidad y protección de datos.

Customer Support Agent – Turno Noche

• Active prospecting of new clients: Identify business opportunities in potential markets through different sources, including market research, databases, social media, and other relevant channels.
• Prospect outreach: Use cold calls, emails, and other outreach strategies to introduce the company and its solutions, generate interest, and identify potential business opportunities.
• Scheduling sales meetings: Coordinate and schedule meetings between prospects and the Sales team to move opportunities forward in the sales process.
• Lead qualification: Assess the suitability of prospects based on predefined criteria and ensure they meet the company’s target customer profile and business needs.
• Collaboration with the Sales team: Work closely with Sales Executives to ensure qualified leads are effectively managed and converted into clients.
• CRM follow-up and updates: Keep the prospect database up to date and accurately record interactions in the company’s CRM system.