Client Enquiries Coordinator

Client Enquiries Coordinator

Department: Management

Employment Type: Full Time

Location: Ilkeston and Long Eaton

Compensation: £27,000 - £29,000 / year

Internal

Job title:

Enquiry & Opportunity Coordinator

Location: Derbyshire (covering Ripley & Ilkeston offices)

Salary: £27,000–£29,000 per annum, depending on experience

Hours: Full-time, Monday–Friday (8:30am-4:30pm)

Contract: Permanent

We are looking for an Enquiry & Opportunity Coordinator to strengthen the “front door” of our business by making sure every viable opportunity – whether from the council’s ADAM brokerage system or from private enquiries – is seen, understood and acted on. You will also help us turn this activity into clear, simple data and dashboards so we can see what is happening and make better decisions.

This is a new role focused on managing and converting opportunities into hours of care. You will:

• Monitor and respond to care opportunities on the ADAM brokerage system throughout the day.
• Log, triage and follow up all enquiries from councils, hospitals, families and self-funding clients (phone, email, web, walk-ins) in a CRM or central log.
• Work closely with our Registered Managers and rota/co‑ordination teams to understand capacity and decide which opportunities we can safely and sustainably take on.
• Maintain a clear enquiry pipeline and build straightforward dashboards so we can see enquiry volumes, stages and outcomes at a glance.
• Use agreed pricing/commercial terms (set by the management team) and flag any cases that fall outside the standard approach.

This is an office‑based role with regular interaction across both branches. You will be part of the care/operations team, not sales in the traditional sense – the emphasis is on creating clear onboarding processes, communicating our service clearly, using data well, and making sure decisions are made with good information.

• Carry out regular sweeps of the ADAM portal during the working day and ensure every client opportunity is either:
  • Applied for;
  • Declined with a clear, coded reason.
• Be the first point of contact for new enquiries (council and private), ensuring they are logged in the CRM/central log and responded to within agreed timescales.
• Have initial conversations with enquirers to understand their needs, explain and sell our service, and gather the information our teams need to check capacity and build rotas.
• Work with Registered Managers, Care Coordinators and the Head of Care, Quality & Governance to decide which opportunities we can take, using agreed pricing/commercial terms (you will not be expected to set or negotiate these).
• Keep the enquiry log/CRM and pipeline up to date with: source, stage, next actions, and outcomes.
• Build and maintain a simple dashboard (e.g. in spreadsheets/CRM reporting) showing key measures such as enquiry volumes, conversion, and ADAM apply/decline/miss rates.
• Follow up “warm” leads (people who are thinking about it, or where a start has been delayed) and record the outcome.
• Share insight with our marketing and community outreach colleague about the quality of leads from different sources.

You will:

• Have a BA degree in a relevant field, any degree, or equivalent qualification.
• At least 1 year of experience IT systems, CRM tools, with good attention to detail when logging and manipulating information (filters, basic analysis, charts).
• Have at least 1 year experience in turning raw enquiry data into simple, accurate tables and dashboards.
• Be a confident, clear communicator who is comfortable speaking with families, social workers and internal colleagues.
• Be highly organised, able to manage multiple enquiries and follow-ups without losing track.
• Be assertive enough to chase decisions, but calm and compassionate with people who may be stressed or anxious about having care.
• Be interested in how home care works operationally (rotas, visit patterns, geography) and willing to learn our rota “rules” so you can judge what is realistic when it comes to gauging our capacity.

Desireable:

• Experience in domiciliary care, brokerage, care coordination or a similar role would be a strong advantage, but we are also open…