Client Liaison
Nellie Supports Ltd
Salary: £28,000 per annum
Hours: 37.5 hours per week, Monday to Friday
Contract: Full-time, permanent
Location: Office-based in Grantham
Help people take the right next step during difficult and uncertain situations
Nellie Supports is an independent specialist social work practice and specialist mental capacity assessment provider.
We work with families, solicitors, deputies, local authorities, care providers and other professionals across England and Wales.
Many of the people who contact us are dealing with complex, sensitive or emotionally difficult circumstances. They may need help arranging a mental capacity assessment, understanding which specialist service is appropriate or progressing an urgent professional enquiry.
We are looking for a confident and compassionate Client Liaison to manage the client journey from initial enquiry through to quotation, payment, booking and invoicing.
This is not a traditional reception role.
It combines client care, consultative sales, accurate administration, case coordination and professional communication.
The role
As the first point of contact for many of our clients, you will listen carefully, ask purposeful questions and help identify the most appropriate Nellie Supports service.
You will explain the relevant service clearly, provide accurate quotations and confidently guide suitable clients towards payment and booking.
You will not be expected to give legal, medical or financial advice. Full training will be provided on Nellie Supports’ services, systems and processes.
Key responsibilitiesClient enquiries and service matching
- Respond to telephone, email and online enquiries from families and professionals
- Reassure callers who may be distressed, frustrated or uncertain
- Ask structured questions to understand the client’s circumstances, required decision, deadline, location and funding arrangements
- Identify the most appropriate Nellie Supports service
- Explain services, processes, fees and likely timescales clearly
- Manage client expectations professionally
- Recognise enquiries that require internal escalation or safeguarding action
Quotations, sales and follow-up
- Generate accurate quotations based on the service required and the complexity of the case
- Explain the value and scope of the recommended service
- Follow up quotations consistently and professionally
- Respond to client questions and manage objections sensitively
- Discuss fees and payment terms with confidence
- Ask suitable clients to proceed with payment and booking
- Track enquiries, quotations and conversions using Monday.com
- Maintain an accurate and active sales pipeline
Booking and coordination
- Confirm client acceptance and payment arrangements
- Book assessments with the appropriate team member
- Coordinate appointments, documentation and practical arrangements
- Liaise with assessors, case workers and the wider team
- Manage client communication throughout the assessment journey
- Monitor cases progressing through the usual assessment timeline
- Ensure clients understand the next step at each stage
Invoicing and administration
- Generate invoices at the appropriate stage of the client journey
- Apply the correct coding and VAT treatment in accordance with company processes
- Update case-management and finance systems accurately
- Maintain complete and confidential client records
- Collect and organise relevant documentation
- Monitor outstanding actions, payments and follow-up tasks
- Ensure information is recorded accurately and promptly
About you
You will be able to combine empathy with confidence.
You will care about the person making the enquiry, while also keeping the conversation focused and moving it towards a clear next step.
You are likely to be:
- calm and reassuring
- an attentive listener
- confident asking detailed questions
- comfortable speaking with vulnerable or distressed people
- able to build rapport quickly
- professional when discussing fees and payment
- organised and accurate
- proactive with follow-up
- comfortable working towards individual and team targets
- able to manage several priorities without losing important details
- willing to follow established processes
- receptive to coaching, feedback and development
- confident enough to seek guidance rather than guess
Essential experience and skills
- Experience in client liaison, consultative sales, professional services, customer enquiries, reception or administration
- Strong telephone and written communication skills
- Experience managing client enquiries from initial contact through to an agreed outcome
- Strong organisational skills and attention to detail
- Confidence discussing prices, quotations and payment
- Ability to maintain accurate records
- Ability to manage confidential and sensitive information professionally
- Experience using Microsoft Office or equivalent systems
- Confidence learning CRM, case-management and invoicing systems
- Ability to manage multiple enquiries and deadlines
- The right to work in the UK
Desirable experience
Experience in one or more of the following would be helpful but is not essential:
- social care
- healthcare
- legal or professional services
- mental capacity assessments
- continuing healthcare funding
- SEND or EHCP-related services
- case management
- invoicing
- CRM or sales-pipeline management
- Monday.com
Full training will be provided.
This role may suit you if:
You enjoy helping people make sense of complicated situations.
You naturally ask questions rather than making assumptions.
You can be compassionate without losing control of the conversation.
You understand that discussing fees and asking a suitable client to proceed is part of providing a professional service.
You take ownership of enquiries and follow through on what you have promised.
This role may not suit you if
You are looking mainly for a quiet administrative role with limited telephone contact.
You avoid conversations about fees, payment or commitment.
You prefer to pass enquiries to other people rather than take responsibility for progressing them.
You dislike accurate record keeping, follow-up activity or performance measures.
What we offer
- £28,000 per annum
- Full-time, permanent employment
- 37.5 hours per week (9:30am to 5pm)
- Monday-to-Friday working
- Office-based role in Grantham
- Structured induction and specialist service training
- Ongoing coaching and professional development
- A supportive and professional team environment
- Meaningful work that has a genuine impact on individuals and families
How to apply
Please submit your CV and a brief covering letter explaining:
- why this role interests you
- your experience of handling sensitive or complex enquiries
- an example of how you helped a client move from uncertainty to a clear decision
Job type: Full-time, permanent
Salary: £28,000 per annum
Hours: 37.5 hours per week, Monday to Friday
Work location: Office-based in Grantham
Job Type: Full-time
Pay: £28,000.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
