Job Description

Fixed term contract 6 months, with the possibility of going perm

Immediate start date

Hybrid with an expectation of being at our Pontypool office 2-3 time per week

As a Client Journey Administrator you will be responsible for supporting client operations with tasks including bookings, cancellation management, managing referrals and report information. Alongside this you will contact clients and service providers where necessary, to ensure a smooth, efficient, and positive experience from initial enquiry through to confirmed appointments. You will play a vital part in maintaining accurate schedules, clear communication, and seamless coordination between clients and internal team.

You'll support the Client Journey Lead and Clinical Leads in delivering our service efficiently and think proactively to ensure project KPIs are being achieved.

What you'll be doing:

Be the first point of contact for booking-related enquiries via phone, email, and online systems Respond promptly and professionally to client enquiries, changes, and cancellations Clearly explain booking processes, availability, and next steps to clients Provide a warm, professional, and client-centred service at all times Manage appointment bookings, rescheduling, and cancellations accurately Coordinate clinician/service availability and room or resource allocation Send booking confirmations, reminders, and follow-up communications Monitor diaries and capacity to minimise gaps and maximise efficiency Maintain accurate and up-to-date client and booking records Ensure all required information is collected prior to appointments Prepare and distribute relevant documentation and forms Handle confidential information in line with data protection policies Liaise with internal teams to ensure bookings are accurate and complete Identify and escalate booking issues, conflicts, or delays promptly Support service efficiency by flagging trends or recurring booking challenges Follow internal procedures and contribute to continuous improvement Assist with basic reporting on bookings, attendance, and capacity Provide administrative support to the wider team as required

We'd love it if you had:

Great experience in an administration role Knowledge of MS office applications (Excel, Word, PowerPoint) Healthcare experience or understanding of healthcare ways of working Managed dairies or scheduled appointments for multiple people/clients

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 & 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 & Home working offering the perfect blend of flexibility and in-person collaboration! Working in a dog friendly office 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.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: 25,000.00 per year

Benefits:

Additional leave Company pension Free parking On-site parking Referral programme Store discount Work from home
Work Location: Hybrid remote in Torfaen, NP4 0HZ