Enquiries Coordinator - Part Time in Pontypool

As the Enquiries Coordinator, you will be the first point of contact for clients, families, professionals and external stakeholders, delivering a professional, compassionate and responsive service across multiple communication channels. You will manage a high volume of enquiries, ensuring each interaction is handled accurately, efficiently and with empathy while providing an exceptional client experience. You will work closely with clinical and operational teams to resolve enquiries, coordinate urgent cases and ensure information reaches the appropriate teams. You will play an important role in maintaining The Owl's reputation by providing timely support through telephone, email and digital communication channels. You will work within a collaborative team, following a structured rota to maintain service coverage whilst supporting colleagues during periods of increased demand. This position is a part time role working a set 7.5 hours on Mondays, Thursdays and Fridays but will require flexibility when required. Please note this role will be office based in our Pontypool office until training is completed, therefore moving to a hybrid role.

What you'll be doing:

• Manage a high volume of enquiries across telephone calls, voicemails, emails and online enquiry forms by responding professionally, accurately and empathetically, so that every client receives a timely, consistent and positive experience.
• Handle emotionally sensitive, challenging or complex conversations by remaining calm, compassionate and solution focused, so that clients feel listened to whilst expectations are managed appropriately.
• Process confidential and sensitive client information by following GDPR requirements, safeguarding procedures and organisational policies, so that personal information is always protected and handled securely.
• Manage safeguarding concerns by gathering relevant information, assessing immediate risk and escalating concerns in line with organisational procedures, so that vulnerable clients receive timely and appropriate support.
• Coordinate enquiries with clinical and operational teams by gathering relevant information, escalating client cases and directing enquiries to the appropriate colleagues, so that clients receive the right support at the right time.
• Manage client expectations by providing clear, accurate and consistent information, so that clients understand processes, timescales and available support.
• Maintain clear, accurate and detailed case records, documenting all client interactions and actions taken, so that information supports service continuity, safeguarding and audit requirements.
• Work across telephone calls, voicemails and email enquiries by following a structured team rota and adapting to changing service demands, so that workload is shared fairly, and consistent service coverage is maintained throughout the working day.
• Deliver a professional and client-centred service by demonstrating empathy, professionalism and excellent customer service in every interaction, so that The Owl's reputation and commitment to exceptional client care are upheld.
• Contribute to service improvements by identifying recurring themes, escalating trends and sharing feedback with the wider team, so that processes continue to evolve and the overall client experience is enhanced.

We'd love it if you are:

• An excellent communicator who can confidently adapt their communication style to suit a wide range of audiences and situations.
• Calm, compassionate and professional when managing difficult, emotional or challenging conversations.
• Passionate about delivering outstanding customer service and creating a positive experience for every client.
• Organised and able to prioritise competing tasks whilst maintaining attention to detail.
• Self-motivated and able to work independently whilst contributing positively to a collaborative team.
• Flexible and adaptable, able to learn and retain new information, responding positively to changing business priorities and workload demands.
• Comfortable working within a fast-paced evolving environment where work can be repetitive but requires consistent accuracy.
• Confident using multiple communication channels and managing a high volume of enquiries throughout the day.

We'd love it if you have:

• Experience working within a customer service, neurodiversity, SEND, healthcare, education or client-facing environment.
• Experience managing high volumes of telephone calls, emails or customer enquiries within a busy service environment.
• Experience handling difficult conversations, complaints or emotionally sensitive situations whilst maintaining professionalism.
• Knowledge of Microsoft Office applications including Outlook, Word and Excel.
• Experience managing client expectations and providing clear, accurate information.
• Awareness of safeguarding principles and an understanding of when concerns should be escalated.
• Experience working within service level agreements or response time targets would be advantageous.

What you'll get:

• Being part of a purpose led organisation, with strong values at the heart of everything we do.
• Working alongside our exceptional clinical leadership team and colleagues.
• The opportunity to do amazing work with our charity 'Waiting Well'.
• 50% off assessments, making Autism & ADHD assessments more accessible for you and your family.
• Great leave benefits package includes 25 days of annual leave, increasing by 1 day after only 1 year service up to a maximum of 30 days, your birthday off, and a 'you do you' day to spend on yourself.
• Hybrid & Home working offering the perfect blend of flexibility and in-person collaboration!
• Growth opportunities, as we grow our teams.
• Protected time to connect with colleagues.

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.