Triage Coordinator - Work And Wellbeing Navigator

The Growth Company; Liverpool, St Helens; Remote; GBP 26,000 - 34,000; Full time

Job summary

The Growth Company Employment team invites applications for a Triage Coordinator - Work and Wellbeing Navigator to support residents in accessing employability services, working with local authorities, community organisations, and employers to achieve positive outcomes.

The role is home-based with occasional travel to Liverpool or St Helens offices; it may be based from either location. Please note the post is subject to contract award and is initially speculative during recruitment.

Qualifications

• Strong IT proficiency with management information systems, spreadsheets, and CRM software.
• Excellent communication with clients and stakeholders; capable of working independently.
• Ability to meet targets and KPIs in fast-paced environment.

Responsibilities

• Manage resident interactions across 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 escalated 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.

Skills

IT proficiency

CRM experience

Customer service

Organisation

Stakeholder engagement

Independent working

Communication skills

Tools

CRM systems

Microsoft Office

Spreadsheets

Diary management

Email platforms

Job description

Triage Coordinator - Work and Wellbeing Navigator

The Growth Company (GC) Employment team has an exciting opportunity for a Triage Coordinator - Work and Wellbeing Navigator 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 escalated 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.

We are currently unable to provide sponsorship for work permits or visas. Therefore, we can only consider candidates who already have the legal right to work in the UK.

Artificial intelligence can assist you during the application process, but every example and statement you include must be honest, accurate, and based on your own real experiences. If plagiarism is detected, meaning you present someone else’s ideas or experiences, or AI‑generated content, as your own, your application may be withdrawn, and internal applicants could face disciplinary action.

At GC, safeguarding the welfare of all individuals including vulnerable adults and young people is a top priority, and we expect all staff to uphold this standard. All appointments follow Safer Recruitment Procedures, including a DBS check carried out by Due Diligence Limited (DDC Ltd), at no cost to the successful candidate.

Please note: It is a legal offence to apply for a role involving regulated activity if you are on the Barred List.

We are committed to increasing workforce diversity and offer a guaranteed interview to applicants who meet the essential criteria and either have a disability or are from a diverse ethnic community.

If this applies to you, you can request consideration under this scheme during the application process. Your request will be shared only with the Hiring Manager and Internal Recruitment Team.

Triage Coordinator - Work and Wellbeing Navigator Liverpool