As a Customer Liaison officer at Nellie Supports, you will be the first point of contact for clients, families, and professionals seeking support with mental capacity, care, and legal-related services. This role demands empathetic listening, excellent customer service, legal awareness, and strong coordination skills throughout the process.
Wage
Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9am to 5pm.
40 hours a week
Start date: Wednesday 1 October 2025
Duration 1 year 3 months
Positions available 1
Work
Most of your apprenticeship is spent working. You'll learn on the job by getting hands-on experience.
What you'll do at work
Client Engagement & Service Guidance
* Respond to enquiries by phone and email with clarity, patience, and professionalism.
* Use active listening and empathy to understand client needs and guide them to the most suitable service.
* Explain Nellie Supports' multidisciplinary services and basic case law (e.g. Banks v Goodfellow) in accessible terms.
* Soft-sell services ethically while maintaining excellent customer service and trust.
* Maintain a helpful, approachable, and knowledgeable manner at all times.
Administrative Coordination
* Create and maintain accurate client records and files.
* Prepare and issue quotes, invoices, and payment requests using our accounting systems.
* Process payments and manage financial documentation with accuracy and care.
* Manage a caseload of enquiries and ensure deadlines are met.
Service Logistics
* Take and process new instructions efficiently.
* Liaise with clients, families, referrers, and assessors to coordinate appointments and resolve queries.
* Organise and manage diaries, book appointments, and handle rescheduling
* Act as the key link between the client and assessor, supporting a smooth and informed client journey.
Assessor Support
* Assist assessors with administrative support for benefit reviews and brokerage services.
* Manage case tracking and client communication pre- and post-assessment.
Essential Qualities and Skills
* Excellent communication skills, both written and verbal.
* Excellent computer and IT skills, with confidence using multiple systems.
* Strong customer service skills with a professional, empathetic approach.
* High levels of empathy, patience, and emotional intelligence
* Demonstrated ability to multitask, manage a case load, and meet deadlines under pressure.
* Highly organised, detail-oriented, and proactive.
* Ability to work independently while contributing positively to teamwork.
* A thirst for knowledge and professional growth.
* Comfortable handling basic financial tasks and quoting, good with numbers.
Where you'll work
Unit 20, Springfield Business Park
Caunt Road
Grantham
NG31 7FZ
Training
Apprenticeships include time away from working for specialist training. You'll study to gain professional knowledge and skills.
Training provider
NORTHWEST EDUCATION AND TRAINING LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer's expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
On and off-the-job training delivered in the workplace via face-to-face and remote sessions.
RequirementsDesirable qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
BTEC in:
Customer service (grade pass)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
Qualities and Skills Excellent communication skills, both written and verbal. Excellent computer and IT skills, with confidence using multiple systems. Strong customer service skills with a professional, empathetic approach. High levels of empathy, patience, and emotional intelligence. Demonstrated ability to multitask, manage a case load, and meet deadlines under pressure. Highly organised, detail-oriented, and proactive. Ability to work independently while contributing positively to teamwork. A thirst for knowledge and professional growth. Comfortable handling basic financial tasks and quoting – good with numbers.
Ask a question
The contact for this apprenticeship is:
NORTHWEST EDUCATION AND TRAINING LIMITED
Emma Mortin
The reference code for this apprenticeship is VAC
Apply now
Closes in 27 days (Tuesday 30 September 2025 at 11:59pm)
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