The Owl Centre
Client Journey Coordinator - 18 Months FTC
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Client Journey Coordinator
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, you will contribute 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
- Facilitate the client journey by acting as the main point of contact for clients, parents, and schools to resolve queries and voicemails, aiming to create a seamless, supportive, and delay-free pathway through the assessment process.
- Guide clients effectively by providing a comprehensive understanding of all company services, projects, and booking processes, so that accurate information is shared, and clients feel confident in our service.
Quality Control and Clinical Collaboration
- Safeguard service standards by conducting daily administrative quality checks on submitted reports and highlighting any areas of concern to the clinical team, supporting clients and external professionals in receiving highly accurate outcomes in a timely manner.
- Resolve complex queries independently and with the support of the team lead where necessary by collaborating directly with clinical teams to gather input on internal or external questions, ensuring all stakeholders receive prompt, well-informed responses.
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Operations and Reporting
- Compile monthly data returns for stakeholders on project progress and work with the team lead to communicate and highlight any issues to the clinical leads to ensure we are working as one team and effective solutions to issues are in place.
- Work closely with the wider team and the team lead to identify and overcome risks such as scheduling bottlenecks/resource gaps and support when required with actionable ideas to optimize team resources to mitigate these risks and empower the wider Operations team to ensure KPI and SLA targets are consistently met.
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.
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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.
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