Key Responsibilities (duties to be undertaken during the apprenticeship
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 multi-task, 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.
Desirable Qualifications and Experience
● Previous experience in a health or social care setting.
● Background or confidence in sales or service-pairing roles.
Job Types: Full-time, Apprenticeship
Pay: £7.55 per hour
Expected hours: 37.5 per week
Benefits:
* Company pension
* On-site parking
Education:
* GCSE or equivalent (preferred)
Work Location: In person