Triage Coordinator

The Growth Company; Liverpool; Remote; GBP 23,000 - 30,000; Full time

Job summary

The Growth Company is recruiting a Triage Coordinator to help residents access the right employability services. You will work with local authorities, community organisations, and employment providers to build partnerships and deliver practical support.

This home-based role involves occasional travel to local offices for meetings and events, with base options in Liverpool or St Helens. You will record interactions in our CRM, coordinate appointments, and help residents move toward work with

Qualifications

• Experience handling resident or client interactions.
• Proficient with CRM and MS Office.
• Ability to work independently and meet targets.
• Excellent organisational skills.

Responsibilities

• Manage resident interactions across in-person, phone, email and website/app channels.
• Conduct empathetic interviews to assess needs and determine support actions.
• Record client interactions in the CRM following procedures.
• Evaluate next steps using GC resources and external advisory services.
• Refer residents to internal specialists or external agencies.
• Oversee workflow and escalate cases within partner organisations.
• Support service promotion through marketing, networking, and partnerships.
• Coordinate appointments and issue referrals promptly.

Skills

Customer service

IT Proficiency

Communication

CRM systems

Job description

The Growth Company (GC) Employment team has an exciting opportunity for a Triage Coordinator to join our team. In this role, you will help residents access the right employability services and support, working closely with local authorities, community organisations, social enterprises, and employment providers to build strong partnerships and positive outcomes.

Employment, Justice and Health deliver integrated support to help individuals with complex barriers move towards and into work. We work with people affected by health conditions, justice involvement, or long-term unemployment, supporting them to improve their wellbeing, confidence, and employability. We provide tailored, person-centred support alongside access to specialist partners, and collaborate with employers to create inclusive job opportunities. Through this work, we aim to improve life chances and support sustained, positive outcomes for individuals and communities.

Home-based role with occasional travel to local offices for team meetings and events. The role can be based from our Liverpool or St Helens office.

Please note that this role is being advertised subject to contract award, until an outcome is confirmed, your application will be treated as speculative.

Key Responsibilities:

• Manage resident interactions across all contact channels, including in-person, phone, email, and website/app.
• Conduct empathetic interviews to assess needs and determine appropriate support actions.
• Accurately record client interactions and actions in the CRM system, following established procedures.
• Evaluate next steps based on residents' concerns, leveraging GC resources and external advisory services.
• Refer or signpost residents to internal specialists or external agencies, ensuring appropriate support.
• Oversee workflow and elevate cases to the relevant contacts within partner organisations.
• Support service promotion through marketing, networking, and partnerships with organisations and customers.
• Coordinate appointments for residents, managing diaries and issuing referrals promptly.

About you:

• Strong IT proficiency, including experience with management information systems, spreadsheets, diary management, and email platforms.
• Confident and professional communicator, adept at engaging with clients and stakeholders.
• Resilient self-starter, capable of working independently, following plans, and delivering results under pressure.
• Excellent customer service and organisational skills, ensuring efficiency and responsiveness.
• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and other essential tools.
• Experienced in administrative processes, with a solid understanding of CRM systems for streamlined operations.

Skills Required:

• Strong customer service, organisational, and IT skills, ensuring efficiency and professionalism.
• Proven experience engaging with the public, both in-person and over the phone, with confidence and professionalism.
• Ability to meet challenging targets and key performance indicators, consistently delivering high-quality results.
• Thrives under pressure in fast-paced, performance-driven environments.
• Skilled in gathering and assessing information swiftly and accurately to determine the best course of action for clients.
• Exceptional interpersonal skills, adept at working with clients and a diverse range of stakeholders.