Client Onboarding Co-Ordinator

Client Onboarding Co-Ordinator
Location: 169 Newhall Street, Birmingham, B3 1SW (On-site)
Salary: £24,000 £25,000 per year
Hours: Full-time, Monday Friday, 9am-5pm

About the Role The Client Onboarding Coordinator plays a key role in supporting participants at the very start of their journey on the Restart Scheme. You will be responsible for organising initial engagement, ensuring all required processes are completed correctly, and helping participants access the right support as quickly as possible.
This position is central to making sure every participant receives a well-structured introduction to the programme, clear goals, and an achievable action plan. You will work closely with Progression Coaches, Skills Trainers, In-Work Support Coaches and Employer Engagement staff to coordinate services and maintain high-quality records in line with contractual requirements.
The role combines administration, coordination, compliance and people-facing support. You will regularly interact with participants, Jobcentre Plus staff and employers, ensuring a professional and welcoming experience from first contact through to employment.
Key Responsibilities Participant Engagement & Coordination

• Arrange and coordinate initial meetings and onboarding appointments
• Conduct warm handovers between Jobcentre Plus work coaches and participants
• Maintain regular contact with participants to support engagement
• Signpost participants to training, childcare support and benefits advice where required
• Refer participants to In-Work Support Coaches once employment is secured
• Support participant attendance at workshops and interventions

Programme Administration & Compliance

• Maintain accurate participant records and case notes on the management information system
• Complete and check onboarding paperwork in line with contractual and quality standards
• Ensure post-employment tracking and evidence collection is completed
• Prepare files and documentation for internal and external audits
• Monitor attendance and assist teams to achieve engagement targets (including session attendance)

Internal Team Support

• Provide administrative support to Progression Coaches, Skills Trainers and Employer Engagement staff
• Coordinate participant bookings for workshops and interventions
• Liaise with internal teams to resolve attendance, engagement or employment issues
• Assist in monitoring service delivery standards and corrective actions where required

Employer & Stakeholder Support

• Build positive relationships with employers and local partners
• Assist in securing job opportunities and placements for participants
• Liaise with Jobcentre Plus and external organisations as needed

Financial & Data Management

• Reconcile participant spend and upload supporting evidence daily
• Ensure all financial activity follows company procedures
• Update systems and trackers in line with contractual requirements
• Support preparation of funding applications when required

Onboarding Process Responsibilities Initial Meeting Preparation

• Gather participant background information, barriers and employment goals
• Prepare meeting agendas and required documentation
• Arrange meeting logistics (room bookings, virtual meetings, materials)

Diagnostic Review

• Analyse participant information following the initial appointment
• Work with coaches to identify support needs and employment opportunities
• Produce a structured diagnostic summary
• Review findings with the participant and agree next steps

Action Planning

• Support creation of a clear participant action plan
• Ensure goals are realistic, measurable and achievable
• Document agreed actions and responsibilities
• Obtain internal approval and participant agreement

Skills & Experience Essential

• Strong administration and organisational skills
• Experience working with databases or management information systems
• Good attention to detail and accurate record keeping
• Ability to communicate confidently with participants and professionals
• Experience handling queries and resolving issues
• Ability to work independently and as part of a team
• Good time management and prioritisation skills
• Proficiency in Microsoft Word and Excel

Desirable

• Experience within employability, training, education or welfare-to-work programmes
• Experience working with Jobcentre Plus or government funded contracts
• Knowledge of compliance and audit requirements
• NVQ Level 2 Business Administration (or equivalent)
• Basic financial administration experience

Personal Attributes

• Approachable and supportive manner
• Professional and organised
• Problem-solver with initiative
• Comfortable speaking to a wide range of people
• Able to manage multiple tasks and deadlines