Client Services Coordinator - PPD

Background:

Agilio Software Group is a leading UK healthcare operations software provider, delivering mission critical solutions that help healthcare organisations operate efficiently and compliantly.
Patient Plan Direct, is an award winning dental membership plan provider with over 15 years' experience. The business supports dental practices with a simple, flexible, practice branded approach to patient plans, backed by expert advice and first class customer support.

The role:

Our committed Client Services team and experienced regional Business Development Managers help practices to launch a dental plan for the first time, introduce a plan to make the transition from NHS to Private, or transfer from another plan provider to make huge cost savings.

We are seeking a proactive, organised, and customer-focused Client Services Coordinator to join our friendly and professional Client Services team. Reporting to the Client Services Team Leader, you will play an integral role in delivering exceptional support to our dental practice clients while working closely with our Business Development Managers and Global Dental Scheme Administrator.

This is a varied position combining customer service and administration responsibilities, with approximately 40% client communication and support and 60% administration and operational tasks.

You will receive comprehensive initial training, followed by ongoing development through coaching, hands‑on experience, and opportunities to contribute to wider business initiatives. This role is ideal for someone who enjoys building relationships, solving problems, and working in a fast‑paced environment where accuracy and attention to detail are essential.

Key Responsibilities:

Client Support & Relationship Management

• Deliver an outstanding customer experience through the timely handling of inbound telephone calls, emails, and Live Chat enquiries.
• Provide telephone-based training and support to clients using our web-based administration platform.
• Build strong and professional relationships with clients, acting as a trusted point of contact.
• Respond promptly and accurately to client queries, ensuring successful resolution and client satisfaction.
• Support dental practices with account administration matters, including ownership changes, account updates, and terminations.

Administration & Operational Support

• Prepare, analyse, and maintain Excel and CSV data files to support a variety of operational processes.
• Submit, record, reconcile, and monitor Direct Debit collections and payments
• Process and apply failed BACS messages within internal systems
• Complete regulatory and banking documentation, including Bulk Change Deeds and other BACS-related requirements.
• Accurately record and maintain patient and client information within internal systems and databases.
• Prepare and distribute correspondence to clients and patients as required.
• Administer changes of ownership, including the preparation and issuance of new agreements.
• Coordinate regular mail fulfilment activities in conjunction with external mailing providers.
• Manage departmental workflows, diary tasks, and deadlines to ensure work is completed accurately and within agreed timescales.
• Provide cross-functional support to the Fee Increase and Global Dental Scheme teams when required, contributing to the timely delivery of high-quality client service

General Responsibilities

• Monitor and manage Live Chat services to ensure prompt and professional responses.
• Contribute to team objectives and continuous improvement initiatives.
• Maintain excellent standards of accuracy, compliance, and data integrity.
• Undertake any other duties that are reasonably required in line with the scope and responsibilities of the role.
• Exercise professional judgment and discretion when communicating with clients and handling client-related matters.
• Actively participate in weekly team huddle meeting.

The skills and experience which we are looking for in a Client Services Coordinator are:

Essential

• Strong IT skills, including proficiency in Microsoft Office applications, particularly Excel.
• Experience using CRM systems, customer databases, or client management platforms.
• Confidence in using web-based applications and technology.
• Excellent verbal and written communication skills.
• Professional, confident, and positive telephone manner.
• Exceptional attention to detail with a commitment to accuracy and quality.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Self-motivated with the ability to work independently and take initiative.
• Strong relationship-building and rapport-building skills.
• Willingness to learn, develop, and embrace new processes and systems.
• Ability to work effectively within a team environment while maintaining personal accountability.
• Applicants must have the right to work in the UK at the time of application.

Desirable

• Previous experience within a customer service, client services, account administration, or business support role
• Experience working in a regulated, financial, healthcare, or dental environment.
• Knowledge of Direct Debits, BACS processing, or payment administration.

Additional Information

Job type: Hybrid role based at our Runcorn office (WA7 1LZ), with the opportunity to work 1 day per week from home following successful completion of the initial training period.

Salary: £26,500 - £28,000 per annum, dependent on skills and experience.

Income Protection
Life Assurance
Enhanced pension
Health Cash plan
28 days annual leave + bank holidays
Sick pay scheme
A range of flexible benefits available through our Agilio Flex portal

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