Liaison/ Relationship Coordinator in Rayleigh

Job Description

Role Overview

The Area Liaison Coordinator is responsible for relationship management, customer communication, employee welfare coordination and safeguarding administration within a designated area.

The role acts as the primary coordination point for Local Authority communications, schools, centres, service users and employees, ensuring professional, consistent and supportive engagement.

The position plays a key role in maintaining positive stakeholder relationships whilst supporting compliance, safeguarding and workforce wellbeing.

The Area Liaison Coordinator also provides support and cover for the Area Operations Coordinator when required but does not hold primary accountability for operational planning activities.

Key Responsibilities

• Stakeholder Relationship Management
• Support the Area Manager in maintaining strong relationships with Local Authorities.
• Attend/Chair Local Authority meetings as required
• Act as a day-to-day contact for schools, colleges, day centres and other stakeholders.
• Support contract review meetings, school meetings and operational discussions.
• Participate in Next of Kin (NOK) meetings where required.
• Support individual transport reviews and stakeholder consultations.
• Promote positive stakeholder engagement and establishment engagement across the area.
• Ensure customer enquiries are handled professionally and promptly.
• Customer Communications & Case Management
• Manage customer communications and correspondence.
• Coordinate responses to complaints, concerns and service feedback.
• Maintain accurate customer records, case files and communication logs.
• Support investigations and customer case management activities.
• Coordinate customer route adjustments, including communication with customers and establishments regarding service changes.
• Handle inbound calls from customers and establishments, ensuring timely resolution or escalation.
• Ensure consistent communication standards are maintained.
• Employee Welfare & Employee Relations Support
• Act as a local point of contact for employee welfare matters.
• Support wellbeing initiatives and workforce engagement.
• Coordinate return-to-work meetings and welfare discussions where appropriate.
• Support Area Managers and People & Culture with employee relations administration.
• Conduct and document exit interviews.
• Support staff pay adjustment administration and payroll query resolution.
• Manage mobile team leave approvals/process.
• Produce and distribute employee newsletters and engagement communications.
• Handle inbound calls from employees and direct enquiries appropriately.
• Assist Area Manager in TUPE out consultations.
• Safeguarding & Compliance Administration
• Coordinate safeguarding concerns and reporting processes.
• Maintain safeguarding records and documentation.
• Support safeguarding investigations and follow-up actions.
• Manage safeguarding escalations and ensure concerns are reported through the appropriate channels.
• Coordinate incident reporting and maintain accurate incident records.
• Ensure compliance records remain accurate and up to date.
• Escalate safeguarding concerns appropriately.
• Training, Badging & Workforce Coordination
• Coordinate training requirements across the area.
• Support induction, onboarding and administration for new starters, including Mobile Team personnel.
• Coordinate Mobile Team training and refresher training programmes.
• Manage Local Authority badge applications, renewals and compliance records.
• Monitor mandatory training completion.
• Coordinate badge renewal processes and compliance monitoring.
• Maintain accurate training and workforce records.
• Administrative Support, Payroll & Record Management
• Maintain customer, employee and compliance records.
• Assist in route hour review completion and resolution management.
• Maintain establishment data, including term dates, operating schedules and start/finish times.
• Support audit preparation and information requests.
• Produce reports and administrative documentation.
• Maintain partner operator (PO) compliance records and supporting documentation.
• Ensure documentation remains accurate, complete and auditable.
• Support payroll administration and related record keeping.
• Manage area inbox effectively.
• Operational Coordination & Service Support
• Work closely with the Area Manager and Area Operations Coordinator.
• Support operational communications during service disruption.
• Provide administrative support to area initiatives and mobilisations.
• Support the Area Operations Coordinator during periods of absence or increased demand.
• Coordinate private hire bookings and associated administration.
• Support customer transport reviews and service adjustments.
• Assist with service planning and operational record management.
• Collaboration & Cross Functional Support
• Work collaboratively with Operations, People & Culture, Compliance and Customer Service teams.
• Support the production and distribution of Next of Kin (NOK) newsletters and stakeholder communications.
• Facilitate information sharing between operational and support functions.
• Contribute to continuous improvement initiatives and best practice development across the area.
• On-Call Responsibilities
• Participate in the area on-call rota.
• Support communication and stakeholder management activities during operational incidents.
• Assist with incident coordination, escalation management and emergency communications when required.

Essential

Skills & Experience Required

• Experience in customer service, administration, employee relations support or stakeholder management.
• Excellent communication and relationship-building skills.
• Strong organisational and record-keeping ability.
• Ability to manage sensitive and confidential information.
• Strong IT and administrative skills.
• Professional and customer-focused approach.

Desirable

• Experience within transport, education, social care or Local Authority environments.
• Knowledge of safeguarding processes.
• Employee welfare or HR administration experience.
• Training administration or compliance experience.
• Experience managing complaints or customer casework.

Benefits

• On-site parking
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