Client Experience Coordinator - 12 Month FTC

**This position is available on a 12 month fixed term contract**

As a Client Experience Co-ordinator, you will play a key role in delivering an exceptional experience for clients, families, professionals and stakeholders throughout their journey with The Owl. You will be the first point of contact for enquiries whilst also supporting clients through key stages of their assessment.

You will manage a variety of responsibilities including calls, emails, report quality checks, discharges and data monitoring whilst working closely with clinical and operational teams to ensure clients receive timely support, accurate information and a seamless experience from initial enquiry through to discharge.

You will work within a collaborative team environment, supporting service delivery across multiple pathways and adapting to changing priorities to ensure service level agreements, key performance indicators and client expectations are consistently achieved.

PLEASE NOTE: This position requires you to attend our Pontypool office 4 days per week, once training has been successfully passed, a hybrid pattern will commence (2 days in office, 3 days from home)

Working hours: Monday-Friday between our core hours of 8am-6pm

Location: Pontypool

Salary: £30,000 per annum 

What You'll Be Doing

• Act as the first point of contact for a high volume of enquiries, responding to calls, voicemails, emails and messages on digital platforms with accurate information and compassionate support so clients and stakeholders know what to expect next.
• Maintain accurate records of client interactions by updating internal systems and documenting actions and follow-up, so colleagues can pick up enquiries and provide consistent support.
• Coordinate with clinical and operational teams to gather information, escalate concerns and follow up on outstanding queries, helping clients receive timely responses and support.
• Carry out administrative quality checks on clinical reports by reviewing them against agreed standards and flagging omissions or discrepancies to the relevant clinician so they can be addressed before reports are shared.
• Support the completion and distribution of clinical reports and outcomes by tracking progress, following up on delays and sharing finalised information with the relevant clients, professionals and stakeholders so they can act on the next steps.
• Handle sensitive, emotional or complex conversations by listening with empathy, communicating calmly and working with the person to identify practical next steps, so they feel heard and supported.
• Handle confidential information in line with GDPR, safeguarding requirements and organisational policies when recording, accessing or sharing it, to protect people’s privacy.
• Support day-to-day service delivery by managing bookings, appointment changes and referral administration, and helping with other operational tasks as needed so clients can access services without avoidable delays.
• Contribute to service improvement by identifying recurring issues, sharing client feedback and suggesting practical changes that improve the client experience.
• Work flexibly across team rotas and adjust priorities as demand changes, supporting colleagues to maintain service coverage and keep essential tasks moving during busy periods.

You're Someone Who Is

• Able to communicate effectively and adapt your communication style to different audiences and situations.
• Compassionate, professional and calm when managing challenging or emotional conversations.
• Highly organised and able to pay attention to detail.
• Self-motivated and able to prioritise competing demands.
• Flexible and adaptable to changing priorities and workloads.
• Analytical and able to use information and data to support decision-making.
• A collaborative team player who actively supports colleagues.
• Comfortable working within a fast-paced environment where accuracy and consistency are essential.
• Confident managing multiple communication channels and a varied workload.

You're Someone Who Has

• Experience working in a customer service, healthcare, education, neurodiversity, SEND or client-facing environment.
• Experience managing high volumes of enquiries and client communications.
• Experience handling sensitive or complex conversations professionally.
• Great administrative and organisational skills.
• Experience maintaining accurate records and managing case-related information.
• Knowledge of Microsoft Office applications including Outlook, Excel and Word.
• Experience working to service level agreements or performance targets.
• An understanding of safeguarding and information governance requirements.

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!

• 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.

Closing Date: Monday 16th November

We may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications. To avoid disappointment, we encourage you to submit your application as soon as possible.