Job Description

Key Responsibilities (duties to be undertaken during the apprenticeship

Client Engagement & Service Guidance

? Respond to enquiries by phone and email with clarity, patience, and professionalism.

? Use active listening and empathy to understand client needs and guide them to the most suitable service.

? Explain Nellie Supports' multidisciplinary services and basic case law (e.g. Banks v Goodfellow) in accessible terms.

? Soft-sell services ethically while maintaining excellent customer service and trust. ? Maintain a helpful, approachable, and knowledgeable manner at all times. Administrative Coordination

? Create and maintain accurate client records and files.

? Prepare and issue quotes, invoices, and payment requests using our accounting systems.

? Process payments and manage financial documentation with accuracy and care.

? Manage a caseload of enquiries and ensure deadlines are met. Service Logistics

? Take and process new instructions efficiently.

? Liaise with clients, families, referrers, and assessors to coordinate appointments and resolve queries.

? Organise and manage diaries, book appointments, and handle rescheduling.

? Act as the key link between the client and assessor, supporting a smooth and informed client journey. Assessor Support

? Assist assessors with administrative support for benefit reviews and brokerage services.

? Manage case tracking and client communication pre- and post-assessment.

Essential Qualities and Skills

? Excellent communication skills, both written and verbal.

? Excellent computer and IT skills, with confidence using multiple systems.

? Strong customer service skills with a professional, empathetic approach.

? High levels of empathy, patience, and emotional intelligence.

? Demonstrated ability to multi-task, manage a case load, and meet deadlines under pressure.

? Highly organised, detail-oriented, and proactive.

? Ability to work independently while contributing positively to teamwork.

? A thirst for knowledge and professional growth.

? Comfortable handling basic financial tasks and quoting - good with numbers.

Desirable Qualifications and Experience

? Previous experience in a health or social care setting.

? Background or confidence in sales or service-pairing roles.

Job Types: Full-time, Apprenticeship

Pay: 7.55 per hour

Expected hours: 37.5 per week

Benefits:

Company pension On-site parking
Education:

GCSE or equivalent (preferred)
Work Location: In person