The Owl Centre
Enquiries Coordinator
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Enquiries Coordinator
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 while supporting colleagues during periods of increased demand.
After successful completion of training, the salary will increase, and the days required to be in the office each week will reduce.
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 while expectations are managed appropriately.
- Process confidential and sensitive client information by following GDPR requirements, safeguarding procedures, and organizational 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 organizational 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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 prioritize competing tasks while maintaining attention to detail.
- Self-motivated and able to work independently while 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 while 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What you'll get:
- Being part of a purpose-led organization, 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.
Closing Date:
Friday 17th July at 4pm
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location