Client Journey Coordinator - 18 Months FTC in Pontypool

We're looking for a Client Journey Coordinator to join our team. As the Client Journey Coordinator you will play a key role in ensuring our clients have a smooth, supportive, and efficient experience throughout their entire journey with us. You will manage critical touchpoints from responding to enquiries and quality-checking reports to managing discharges, contributing to our operations moving within our service level agreements. Working closely with the bookings and referrals teams on an ad hoc basis, you will step in to optimise diary gaps, manage appointments, and process vital client data. You will help to ensure project KPIs are consistently achieved by proactively supporting both the Client Journey and Clinical Leads. Your adaptability and organisational skills will directly contribute to the high-quality, reliable service The Owl aims to provide.

Please note this position will be based in our Pontypool office whilst training until fully competent, then will become a hybrid working pattern.

What you'll be doing:

• Client Experience and Journey Management: Support clients throughout their journey to help create a smooth, positive and reassuring experience, by acting as a main point of contact for clients, parents and schools, responding to queries and voicemails, and helping to minimise any unnecessary delays throughout the assessment process. Provide clear and helpful guidance on our services, projects and booking processes so clients feel informed and confident in the support available to them, by developing a good understanding of our services and sharing accurate, easy-to-understand information at each stage of their journey.
• Quality Control and Clinical Collaboration: Help maintain high standards across the service so clients and external professionals receive accurate information and outcomes within expected timescales, by completing daily administrative quality checks on submitted reports and raising any concerns with the appropriate clinical team. Support the resolution of more complex queries so clients, colleagues and external stakeholders receive helpful and well-informed responses, by investigating queries, working closely with clinical teams for additional input, and involving the Team Lead where further support is needed.
• Operations and Reporting: Compile monthly project data and progress updates to help stakeholders understand how projects are progressing and ensure any issues are identified and addressed, by working alongside the Team Lead to highlight concerns, communicate with Clinical Leads and support practical solutions as one team. Help identify and manage operational risks, such as scheduling bottlenecks or resource gaps, so the team can continue to meet KPI and SLA targets while providing an effective service, by working collaboratively with the wider team and Team Lead to share ideas, make the best use of available resources and support solutions that keep services running smoothly.

We'd love it if you’re someone who is:

• Highly organised and self-motivated, with a proven ability to independently manage and prioritise a busy, time-sensitive workload.
• An excellent communicator who can engage clearly, confidently, and empathetically with clients, clinical teams, and external partners.
• Analytical and data-driven, possessing the ability to interpret reports, spot trends, and use data to tell a clear story that drives smart decisions.
• A collaborative team player who proactively steps in to support colleagues and share the load during high-pressure or busy periods.
• Adaptable and resilient, completely comfortable navigating changing demands, shifting priorities, and fast-paced environments.
• Curious and keen to learn, always looking for opportunities to develop your skills and deepen your understanding of our services and pathways.

We'd love it if you have:

• Proven administrative experience: A demonstrated background in a fast-paced administrative or coordination role, with proven success in managing multiple tasks and deadlines simultaneously.
• Healthcare sector knowledge: Previous experience working within a healthcare, clinical, or similarly regulated environment, giving you a solid understanding of patient and client pathways and data confidentiality.
• Organisation and multitasking experience: Hands-on experience managing busy diaries, coordinating appointments, or handling high-volume bookings for multiple clients and professionals.
• Technical proficiency: Confident and capable using MS Office applications (especially Excel, Word, and PowerPoint) to manage data and reports, with the ability to quickly pick up new booking systems or databases.

You’re someone who connects with our values:

• We are one team
• We are reliable
• We are creative
• We are passionate

Don’t be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don’t feel you are a 100% there, but we would still love to hear from you! We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive. We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.

Closing Date: Wednesday 2nd September at 9am. We may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications. To avoid disappointment, we encourage you to submit your application as soon as possible.