Assistant Lead Client

2 weeks ago

Manchester, United Kingdom The Better Health Generation Full time

**Position Title**: Assistant Lead Client & Triage Services

**Working Hours**: 37.5 Hours per week - Monday to Friday

**Location**: Remote - Head Office Location Manchester

**Salary**: £24,000 - £25,000 for 37.5-hour contract.

Are you looking for a chance to contribute to a company that strives to make a positive difference in people’s lives? You may be just the person we need The Better Health Generation is a community of thought-leading health professionals bound together by purpose. We are experts in work-focussed health services, and give individuals and organisations access to high-quality, evidence-based and cost-effective health solutions that support performance, improve staff turnover and commitment and deliver tangible results.

We work within the following sectors:

- Employability & Skills Sectors
- Corporate Business
- Justice and Offender Management
- Education

We are a company with a reputation for excellence, and living our values of Quality, Results, Innovation and Integrity.

**We are looking for**

The role of Assistant Lead Client and Triage Services Officer operates as an integral part of TBHG Team. The role requires management of a small team who work as the first point of contact for referrals. This role aims to provide exceptional customer service to TBHG clients and staff, whilst following participant journeys from start to finish whilst assisting in the day-to-day running’s of the team.

**Key responsibilities will include**:

- Ability to work closely with the Lead Client & Triage Services Officer
- Assist in overseeing small team
- Motivate and develop yourself and your team to achieve and exceed KPI’s
- Act as a champion of brand standards and values
- An ability to relate to people from diverse backgrounds and cultures.
- Provides an engaging and appropriate phone manner with an ability to create easy rapport with the caller and adapt to their method of communication. An ability to take initial details relating to enquiries and/or referrals and take the customer through our referrals / service delivery process.
- Generating quotes and following up on quote approvals.
- Communicating with support coordinators regarding matters of their referrals.
- Manage and support our clinical teams’ diaries.
- Engage in follow up communications, post clinical intervention to seek feedback.
- Receive and manage varied business/generalised enquiries.
- Engage with key stakeholders both internal and external, acting as a relationship manager.
- Attendance at industry/customer events to represent TBHG, as required by the business from time to time.
- Demonstrate commitment to quality client service.
- Confidence in triaging queries and complaints, escalating where necessary.
- Accurate and timely data entry into company software and any other company systems.
- Arrange and book appointments on behalf of TBHG clinicians, including the coordination of assessments and intervention appointments.
- Updating and collating data in company systems for trend tracking and statistical analysis purposes.
- Reporting to managers any identified trends within data.
- Client file management, including tracking client files for reallocation and cessation.
- Allocate approved referrals to TBHG clinicians within set timeframes.
- Assist the TBHG clinicians with ad hoc tasks.
- Competence in using case management system or equivalent, Outlook, Teams, Excel and other Microsoft Suite/Office programs.
- Provide daily handover requirements to the TBHG clinicians and management.
- Carrying out ‘Annex A’ days for potential Access to Work participant referrals, gathering key information over the telephone.
- Various other tasks relating to the growth of the Access to Work Contract.
- Carrying out Initial Assessment appointments with participants who have been referred via an employability contract. Gathering information so a participant can be best placed with the most suitable clinician.
- **Qualification & Essential Criteria**:

- Experience within the Health Industry
- Relevant study and recognised qualification within psychology/counselling or other relevant health qualification. (Minimum level 3).
- Proven experience in providing Information, Advise and Guidance.
- High-level of adaptive communication skills both verbal and written.
- Maintaining dignity and respect through use of inclusive, accessible, and sensitive language.
- Ability to work efficiently, multi-task and demonstrate exceptional time management skills in a fast paced role.
- Ability to build rapport quickly and maintain positive relationships with internal/external key stakeholders.
- An understanding of the principles of confidentiality and privacy.
- Intermediate to advanced computer literacy skills across all Microsoft Suite/Office programs.
- Must be able to foster a culture which is approachable and which respects empowerment.
- Demonstrated skills in supporting all levels of staff and external agencies.
- **Desirable criteri

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