Apprentice Customer Liaison officer

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 multitask, 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.

Training:
On and off-the-job training delivered in the workplace via face-to-face and remote sessions.

Training Outcome:
Possible progression to team leader and leadership roles.

Employer Description:
Nellie Supports provides comprehensive social care services, including mental capacity assessments, support for individuals with various conditions, assistance with legal processes such as power of attorney. We care about our services and our people.

Working Hours :
Monday to Friday 9am to 5pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Logical,Team working,Initiative,Non judgemental,Patience