Intake Coordinator

About the Role

We are looking for a motivated, results-driven Intake Coordinator to join our client's growing team. This role is ideal for someone with previous sales or intake experience who excels at communicating with people, building relationships, and guiding prospective clients through an intake process.

The successful candidate will play an important role in managing incoming enquiries, understanding prospective clients' needs, following up on opportunities, and ensuring each enquiry is handled professionally and efficiently.

We are looking for someone who takes ownership, communicates confidently in English, and is motivated to deliver high-quality work. This person should be proactive, dependable, and comfortable working in a fast-paced environment where initiative, accountability, and attention to detail are essential.

Key Responsibilities

1. Intake and Enquiry Management

• Manage incoming enquiries from prospective clients and respond promptly and professionally.
• Guide individuals through the intake process, ensuring they understand the next steps and required information.
• Gather accurate information to determine suitability and eligibility in line with established criteria.
• Maintain clear and organised records of all enquiries, interactions, and intake outcomes.
• Ensure each enquiry is handled with care, professionalism, and attention to detail.

2. Sales and Relationship Building

• Engage confidently with prospective clients and establish rapport through effective communication.
• Ask relevant questions to understand individual needs and identify appropriate next steps.
• Explain services, processes, and requirements clearly and accurately.
• Follow up consistently with prospective clients to maintain engagement and prevent opportunities from being lost.
• Identify opportunities to improve conversion rates and ensure enquiries progress through the intake process.

3. Communication and Follow-Up

• Communicate clearly and professionally with prospective clients via phone, email, and other communication channels.
• Manage follow-ups and outstanding enquiries to ensure nothing falls through the cracks.
• Set clear expectations and provide timely updates throughout the intake process.
• Handle questions and concerns confidently, escalating complex matters when necessary.
• Maintain a positive and professional experience for every person interacting with the business.

4. Process Ownership and Administration

• Take ownership of enquiries from initial contact through to the appropriate next stage of the intake process.
• Keep intake records, trackers, and relevant systems accurate and up to date.
• Follow established procedures while identifying opportunities to improve efficiency.
• Manage competing priorities while maintaining high standards of service and accuracy.
• Take initiative to resolve issues and ensure outstanding tasks are completed without constant supervision.

Minimum Requirements

• Previous experience insales, client intake, admissions, lead management, or a similar customer-facing role is essential.
• Excellent English communication skills, both written and verbal.
• Strong confidence communicating with people over the phone and through written channels.
• Demonstrated ability to manage enquiries, conduct follow-ups, and guide people through a process.
• Strong organisational skills and attention to detail.
• A proactive, self-motivated approach with a strong sense of accountability.
• Ability to work independently and manage responsibilities in a remote environment.
• A strong work ethic and willingness to go the extra mile to deliver quality results.

Key Skills and Competencies

Communication: Expresses ideas clearly, listens actively, and communicates confidently and professionally in English.

Sales and relationship building: Builds rapport, understands prospective clients' needs, and confidently guides conversations towards the appropriate next step.

Ownership: Takes responsibility for the intake process, follows through on commitments, and ensures enquiries are handled properly.

Initiative: Identifies what needs to be done and takes action without waiting for constant direction.

Organisation: Keeps records accurate, manages follow-ups, and ensures no enquiry or task is overlooked.

Drive and motivation: Demonstrates ambition, a strong work ethic, and a genuine desire to perform well.

Quality-focused mindset: Understands the importance of accuracy, professionalism, and consistently high standards.

Performance Expectations

Success in this role will be measured by:

Quality and professionalism of communication with prospective clients.

Responsiveness to incoming enquiries.

Consistency and effectiveness of follow-ups.

Accuracy and completeness of intake records.

Ability to move enquiries efficiently through the intake process.

Reliability, initiative, and ownership of responsibilities.

Overall quality of work and contribution to the team's growth.