Work and Wellbeing Triage Coordinator

The Growth Company; Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

The Growth Company seeks a Work and Wellbeing Triage Co-ordinator for its Greater Manchester team. This role involves engaging with residents to connect them with employability services, fostering partnerships, and managing client interactions through various channels, all aimed at empowering individuals to improve their lives.

Qualifications

• Strong IT proficiency and experience with management information systems.
• Excellent customer service and organisational skills.
• Proficient in Microsoft Office Suite.

Responsibilities

• Manage resident interactions across all contact channels.
• Conduct interviews to assess needs and support actions.
• Refer or signpost residents to internal or external support.

Skills

Customer service

Organisational skills

IT skills

Tools

Microsoft Office Suite

CRM systems

Job description

The Growth Company (GC) Employment team has an exciting opportunity for a Work and Wellbeing Triage Co-ordinator to join our dynamic Greater Manchester team. In this role, you will help residents connect with the right employability services, ensuring they receive the tailored support they need.

As the first point of contact, you will engage with a variety of organisations, including local authorities, voluntary and community groups, social enterprises, and employment support providers, fostering strong partnerships to benefit the community.

This role will require travel across the Greater Manchester area.

GC is a fast-growing, purpose-based social enterprise, and, as part of our mission for positive change, we deliver employment, health, and justice contracts across the North of England. Our services focus on empowering people to develop their strengths and make positive progressions in their lives.

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 escalate 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.