Client Care Coordinator
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Would you like to be part of a young and vibrant charity that is dedicated to supporting people who have been bereaved by suicide?
We're looking for a Client Care Coordinator to be a key part of our team in delivering high-quality, client-centred support. You'll be the first point of contact for many people in our community seeking support, helping them through their journey with us from initial application through to the conclusion of their counselling.
We’re growing fast so we’re looking for someone with a hands-on approach and a can-do attitude!
About the role
As Client Care Coordinator you will:
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Handle email and SMS correspondence with clients relating to their counselling, with awareness of client needs and service policies.
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Answer the phone, responding with warmth and clarity to general or counselling queries, or directing calls to other members of the team as appropriate.
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Match clients with counsellors with the support of the Client Care Manager, and speak with clients over the phone to arrange sessions.
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Provide clients with all pre- and post-counselling information.
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Work closely with associate counsellors, supporting them to feel confident in their client work with us, and providing administrative assistance and contacting clients where needed.
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Support with onboarding new associate counsellors and ensuring systems are updated so they can begin client work.
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Monitor data relating to service activity on a weekly and monthly basis.
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Attend and participate in regular team meetings, as well as broader team meetings with the Service Team and Growth Team.
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Contribute to the ongoing development of the organisation by identifying opportunities to improve processes and systems.
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Provide administrative support to the wider team as needed.
About you
We're looking for someone with experience of working in an administrative and client-facing role, ideally in a mental health and/or counselling setting. Above all, you will have excellent interpersonal skills, including a warm, empathetic manner on the telephone and in writing; a high level of organisation and attention to detail; confidence in using digital platforms like HubSpot; and the ability to work independently and as part of a team. Training will be given to the right candidates.
If you like the sound of what we stand for and our mission, are passionate about mental health, and would like to work within a fast-paced environment, then we’d love to hear from you!
We are committed to Equality, Diversity and Inclusion and as such are actively seeking candidates of all backgrounds to represent the diverse population of people that we serve.
This role requires eligibility to work in the UK and a Basic DBS check. Training will be given to the right candidates.
Registered Charity 
21 - 50
The client requests no contact from agencies or media sales.
