Overview
Apprentice Customer Liaison Officer at Nellie Supports. This role involves being the first point of contact for clients, families, and professionals seeking support with mental capacity, care, and legal-related services. The position requires empathetic listening, excellent customer service, legal awareness, and strong coordination skills throughout the process.
Responsibilities
* 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 in accessible terms; ethically promote services 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 to support 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 caseload, 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.
What you’ll learn/Training
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)
Requirements
Desirable qualifications
* GCSE English (grade 4) and Maths (grade 4)
* BTEC in Customer Service (grade pass)
Other: Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication, IT, attention to detail, organisation, customer care, problem solving, administrative, number skills, logical thinking, team working, initiative, non-judgemental attitude, and patience.
Location
Unit 20, Springfield Business Park, Caunt Road, Grantham, NG31 7FZ
Application Details
Start date: Wednesday 1 October 2025
Duration: 1 year 3 months
Wage: Training course
Hours: Monday to Friday, 9am to 5pm (40 hours per week)
Position: Apprentice Customer Liaison Officer (level 3)
Closes in 27 days (Tuesday 30 September 2025 at 11:59pm). Sign in with GOV.UK One Login to apply. Reference: VAC1000338038.
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