Job Description

As a Client Engagement Coordinator, you are the first point of contact for all private, NHS, schools and local authorities enquiries. You have a focus on taking our clients through the enquiries process in an efficient, friendly and professional manner. You will gain a sound understanding of all the services we deliver to be able to manage enquires effectively. You create a welcoming and responsive experience, building relationships, signposting and referring to appropriate services, turning enquiries into successful engagements, using The Owl tone of Voice.

What you'll be doing:

Manage the front door process of all new private enquiries - from the first engagement through to payment. Work in line with your teams Key Performance Indicators (KPI's) and Service Level Agreements (SLA's). Act as the first point of contact, providing an exceptional client experience over the phone and via email, making sure you support each caller on a 1:1 basis with their specific questions and needs. Support the cancellation and rebooking process proactively as cancellations come in. Respond to enquiries in a timely manner including managing the shared email inbox, using initiative and acting in a proactive way to support clients when required. Manage the phone lines inbox; listening, actioning and forwarding messages as appropriate, and cover for other phone lines as and when required, including; project line and support with enquiries forms when colleagues are on leave. Appropriately deal with questions and queries from clients, carers, family members and professionals, always adhering to confidentiality policies. Take responsibility for escalating any concerns in relation to risk, consent and safeguarding. Ensure that clients are appropriately assigned to clinicians by developing an understanding of our team's skills and how various interventions and assessments can support our clients. Develop and maintain positive relationships with schools and other external entities, offering our services and ensuring SLA's are up to date and accurately reflect their needs. Support the development of new systems and help enhance our current processes.

We'd love it if you had:

Experience in a healthcare setting - bonus points if you have knowledge of special educational needs or disabilities (SEND). Knowledge of adult skills funding (ASF) Understanding of the EHCP process Knowledge of MS office applications (Excel, Word, PowerPoint) Experience with handling data, creating reports and presenting findings A track record of building positive and lasting relationships

What you'll get:

Being part a purpose led organisation, with strong values at the heart of everything we do. Working alongside our exceptional clinical leadership team and colleagues. The opportunity to do amazing work with our charity 'Waiting Well' 50% off assessments, making Autism and ADHD assessments more accessible for you and your family. Great leave benefits package includes 25 days of annual leave, increasing by 1 day after only 1 year service up to a maximum of 30 days, your birthday off, and a 'you do you' day to spend on yourself. Hybrid and Home working offering the perfect blend of flexibility and in-person collaboration! Growth opportunities, as we grow our teams. Protected time to connect with colleagues.

You're someone who connects with our values:

We are one team We are reliable We are creative We are passionate

Don't be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don't feel you are a 100% there, but we would still love to hear from you! We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive.

We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.

This role will operate on a hybrid basis and there is an expectation to attend our office in Pontypool 2 - 3 times per week.

Job Type: Full-time

Pay: 27,000.00 per year

Benefits:

On-site parking Work from home
Work Location: Hybrid remote in Pontypool NP4 0JJ