Client Enquiries Coordinator

• Monitor and respond to care opportunities on the ADAM brokerage system throughout the day
• Log, triage and follow up all enquiries from councils, hospitals, families and self-funding clients (phone, email, web, walk-ins) in a CRM or central log
• Work closely with our Registered Managers and rota/co-ordination teams to understand capacity and decide which opportunities we can safely and sustainably take on
• Maintain a clear enquiry pipeline and build straightforward dashboards so we can see enquiry volumes, stages and outcomes at a glance
• Use agreed pricing/commercial terms (set by the management team) and flag any cases that fall outside the standard approach
• Carry out regular sweeps of the ADAM portal during the working day and ensure every client opportunity is either: Applied for
• or Declined with a clear, coded reason
• Be the first point of contact for new enquiries (council and private), ensuring they are logged in the CRM/central log and responded to within agreed timescales
• Have initial conversations with enquirers to understand their needs, explain and sell our service, and gather the information our teams need to check capacity and build rotas
• Work with Registered Managers, Care Coordinators and the Head of Care, Quality & Governance to decide which opportunities we can take, using agreed pricing/commercial terms (you will not be expected to set or negotiate these)
• Keep the enquiry log/CRM and pipeline up to date with: source, stage, next actions, and outcomes
• Build and maintain a simple dashboard (e.g. in spreadsheets/CRM reporting) showing key measures such as enquiry volumes, conversion, and ADAM apply/decline/miss rates
• Follow up “warm” leads (people who are thinking about it, or where a start has been delayed) and record the outcome
• Share insight with our marketing and community outreach colleague about the quality of leads from different sources

• Have a BA degree in a relevant field, any degree, or equivalent qualification
• At least 1 year of experience IT systems, CRM tools, with good attention to detail when logging and manipulating information (filters, basic analysis, charts)
• Have at least 1 year experience in turning raw enquiry data into simple, accurate tables and dashboards
• Be a confident, clear communicator who is comfortable speaking with families, social workers and internal colleagues
• Be highly organised, able to manage multiple enquiries and follow-ups without losing track
• Be assertive enough to chase decisions, but calm and compassionate with people who may be stressed or anxious about having care
• Be interested in how home care works operationally (rotas, visit patterns, geography) and willing to learn our rota “rules” so you can judge what is realistic when it comes to gauging our capacity

Experience in domiciliary care, brokerage, care coordination or a similar role would be a strong advantage, but we are also open to candidates from other backgrounds who can demonstrate the right skills and mindset

• Competitive salary package depending on skills, experience and qualifications
• Annual pay reviews to keep salaries in line with inflation
• Pension contributions
• Blue Light Card - Eligible to apply for the Blue Light Card and get access to discounts and rewards
• Commitment to training and personal growth
• A supportive, family-run environment dedicated to the wellbeing of both clients and staff
• The chance to be part of a growing team focused on delivering outstanding homecare