Business Support & Client Referral Coordinator

Main Duties and Responsibilities

1. Maintain a professional relationship with clients, contractors, and colleagues.
2. Work as part of the team responsible for receiving all incoming calls and face-to-face callers to the office, always providing a professional and polite response.
3. Deal with enquiries by identifying customer/client needs, providing advice and information, interrogating the CRM systems as necessary, and directing calls and queries to other colleagues where required.
4. Accurately input referrals for services onto the CRM systems, ensuring that all key information is recorded.
5. Allocate jobs as required to Support Workers and Contractors.
6. Allocate client referrals to the relevant internal department, to partner organisations and other relevant organisations and signpost where relevant.
7. Liaise with the Customer Service Manager on referrals not fitting within service criteria guidelines.
8. Upholding Contractor relationships to ensure all jobs allocated and completed in a timely manner.
9. Use CRM Systems to raise jobs for contractors, liaising with the referrer and contractors via telephone and email as necessary and keeping the client informed.
10. Take responsibility for the monitoring and the coordination of open cases through all stages, ensuring all completed cases are closed on the systems
11. Involvement in contacting and assessing clients requiring the paid for work services, processing payments and refunds when necessary; and liaising with relevant contractors for quotes.
12. Involvement in supporting paid for works or any other ad-hoc funding.
13. Support the Technical Team by inputting queries and data from client requests and referrals into the CRM System (Monday.com).
14. Provide general administrative support to the SMT when required.
15. Monitor and respond to enquiries and referrals received through several email addresses in a timely manner.
16. Open all incoming mail, referring all finance correspondence to the finance team, and CEO correspondence to the CEO, stamp all outgoing mail at the end of the day, and take it to the Post Office.
17. As part of the team, have responsibility for opening and locking up the reception.
18. Support the Client feedback process by making feedback calls and recording information via CRM systems.
19. Involvement in the organisation and delivery of the bi-yearly Client Forum.
20. Responsible for issuing energy vouchers.
21. Support and embrace the continuous development and improvement of administrative processes and systems.
22. Participate in all available training for CRM and telephone systems to ensure that best results are always achieved.
23. Attend all meetings relevant to their role, as well as staff meetings and departmental meetings and take minutes as required.
24. Support cross skilling programmes by actively participating in skills development and specific training sessions designed to expand and improve everyone’s knowledge and experience of other areas of the organisation.

A full job description can be downloaded here: Business Support & Client Referral Coordinator