Client Services Coordinator
5 months ago
JOB SPECIFICATION
Job Title: Client Services Coordinator
Location: Hybrid Working - Greater Manchester
Hours: 08:00 - 20:00 - rota based (37.5 hrs per week)
**Salary**: £26,000
Reporting To: Service Lead - Greater Manchester
Key Relationships: Clients, Practitioners, Internal Stakeholders, Direct Team Members
About MoreLife:
We are commissioned by the NHS to provide digital programmes and services to individuals that will help them change their behaviours and make a difference in their overall health and wellbeing. Our digital services are both digital only and digital with coaching (via video, phone, text) We are passionate about what we do and how we do it. Our team of experts provide evidence-based, tailor-made and psychologically informed programmes to individuals to bring about long-lasting change.
Our core values underpin our approach:
We are looking for an individual who is passionate and shares our values. At MoreLife (UK) we strive to be understanding and caring towards our clients. We seek out those who are experts within their field and someone who is accountable and can provide a personal service. We seek dynamic individuals to come onboard as part of our team.
Background information
MoreLife deliver integrated healthy lifestyle services, which includes the following:
- Awareness and engagement (which we see as the start of the behaviour change process)
- Adult & child weight management services
- Physical activity for people with long term conditions and health walks
- Smoking cessation interventions and campaigns
- NHS Health Checks
- Training & Awareness raising, including Making Every Contact Count
- Public Health Campaigns and Events
The Role:
- The Client Services Coordinator will be responsible for coordinating the Client Services Team towards delivering excellent client care by focusing on proactive client relationships.
- The role will focus on delivering on set SLA’s/KPI’s as well as ensuring a first-class service is delivered.
- Responsible for coordinating a team to drive engagement, personal growth, performance, quality and profitability through a people & client-first culture. The team will be the first point of contact for all incoming calls with the focus on client triaging and managing the referral process into services for the Greater Manchester Contract, alongside the client journey.
Key responsibilities:
- Direct line management of Client Services Team to ensure that the team are offering first-class customer service to clients including robust triage and appropriate referral in to all Morelife’s programme/services across the business.
- Oversee and review all Standard Operating Procedures within the Client Services Team, ensuring they meet the needs of both the clients and services.
- Set/meet performance targets for speed, efficiency, and quality.
- Monitor random calls to improve quality, minimise errors and track operative performance.
- Ensure regular audits are carried out on all relevant communications and data, ensuring they are updated and recorded on the relevant systems.
- Undertake needs assessments, performance reviews and cost/benefit analyses
- Support with forecasting and analysing data against KPI’s & SLAs on a weekly and/or monthly basis.
- Responsible for drawing data to ensure KPI’s are being met.
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Record statistics, user rates and the performance levels of the Team and where required prepare reports on these.
- Organise shift patterns and the number of team members required to meet demand.
- Responsible for adherence to complaints policy for the Client Services team.
- Coach, motivate and retain team members by reviewing performance through set KPI’s, identifying training needs and plan training sessions
- Set expectations for the Greater Manchester contract (for clients and partner agencies) in terms of the client experience, journey and onward support/after service.
- Ensure there is provision of full administrative and telephone support of the referrals coming into the Greater Manchester contract.
- Provide support to partner agencies in Primary and Secondary Care and encourage partnership working and cross-referral between services.
- Accountable for the ongoing development of robust, fit for purpose and regular touchpoints across all services to maximise service integration (via internal referral to additional MoreLife services) and provide clients with first-class communication.
- Work in line with MoreLife policies to support confidentiality, GDPR Compliance, Quality Assurance and service effectiveness
- Liaise with the clinical team to ensure compliance with regulation and suitable support for staff is provided.
- Ad hoc duties as and when required.
Person Specification:
Essential Criteria
Qualifications:
- Minimum of 5 GCSEs or equivalent inclusive of Maths and English.
Experience & Knowledge:
- At least one years' experience in
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