Job Title: Client Outcome Co-Ordinator
Contract: 12 month fixed-term, Full-time (37.5 hours per week) Monday to Friday
Location: Home based, fully remote
Salary: £26,000 per annum 

Closing date is Monday 9th February 2026 at 4pm

As a Client Outcome Co-Ordinator, you will play a key role in ensuring our clients’ voices are heard and acted upon. You will be responsible for managing all aspects of client feedback, ensuring that feedback is logged, investigated, and resolved promptly and professionally. Through your work, you will help drive continuous improvement, enhance client satisfaction, and strengthen our reputation for delivering outstanding service.

Working closely with internal teams, you will prepare clear and accurate consultation reports, analyse feedback trends, and identify opportunities to refine our processes and improve client outcomes. Your analytical mindset, attention to detail, and ability to communicate with empathy and professionalism will be central to ensuring that every client interaction contributes to a positive experience and lasting relationship.

This is an excellent opportunity for someone who is passionate about client care and service excellence. You will make a real impact by turning client insights into action, helping us build stronger partnerships, and ensuring that every client feels heard, valued, and supported.

Main Objectives 

Our client outcome co-ordinator plays a key role in supporting the management of client feedback, including complaints, compliments and reports. This position ensures that all feedback is recorded, managed, and actioned in a timely and effective manner, contributing to continuous service improvement and client satisfaction.

Specific Responsibilities 

Consultation Reporting

• Prepare and issue reports to employees following client or internal consultations

• Ensure all reports are accurate, clear, and distributed in accordance with GDPR and internal data handling policies

• Maintain records of all issued reports securely, in compliance with data protection requirements

• Liaise with internal teams and stakeholders to confirm the content and accuracy of consultation outcomes prior to distribution

Complaints Management 

• Receive, acknowledge, and log customer complaints through appropriate channels

• Investigate complaints thoroughly and impartially, liaising with relevant departments as necessary

• Ensure complaints are resolved in a timely, professional, and empathetic manner

• Maintain detailed records of complaint investigations, outcomes, and follow-up actions

• Write clear, concise, and professional responses to customer complaints
  

Data Analysis and Reporting

• Analyse complaint trends and root causes to identify recurring issues or opportunities for service improvement

• Prepare regular reports and dashboards for management summarising complaint volumes, themes, response times, and resolution effectiveness

• Recommend process improvements based on analysis to enhance client outcomes and reduce complaint rates

Compliance and Governance

• Ensure all communication and documentation is handled in line with GDPR and company confidentiality policies

• Keep up to date with regulatory changes and best practices in data protection and complaint handling

• Support internal audits or reviews relating to reporting and complaint management processes

Requirements for this role

Essential

• Ability to use customer feedback, surveys, and performance metrics to assess the effectiveness of customer service strategies and identify areas for improvement

• Experience in improving customer retention, and loyalty

• Previous experience in a customer service, complaints handling, client relationship management or similar role

• Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook and CORE)

• Confident using data and reporting tools (Excel, CRM Systems)

• Familiarity with GDPR and relevant data privacy regulations

Desirable

• Background in reporting or administrative coordination

• Experience working within a regulated industry or service-based environment

• Experience managing client complaints with empathy, professionalism, and attention to detail 

Person Specification 

•  In-depth understanding of customer service principles and best practices

• Strong problem-solving and analytical skills, with the ability to assess complex customer issues and identify effective solutions

• Strong attention to detail and accuracy

• Excellent communication skills, both verbal and written, with the ability to tailor messages to different audiences

• A high level of emotional intelligence and empathy when dealing with both customers and staff

• Ability to investigate, identify root causes and provide comprehensive resolution

• Skilled in building and maintaining positive relationships with clients

• Empathetic and client-focused: can manage sensitive situations professionally

• Calm under pressure: able to handle challenging conversations without escalating

• Proactive and accountable: takes ownership of client outcomes and ensures follow-up

• Professional and diplomatic: maintains the company’s reputation in all communications

• Understanding of GDPR and data protection principles

Our Company Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service

• Pension Scheme

• Access to Company benefits and discount portal

• Access to a Health Cash Plan

• Free eyecare vouchers

• Cycle to work scheme

• Access to confidential Employee Assistance programme

• Interactive mental health and wellbeing app