This role sits within the Advisory Team at Compass CHC, supporting clients and their families through the early stages of their journey following onboarding and payment.

The Client Engagement Advisor is responsible for proactively engaging with clients after payment has been made, ensuring they fully understand the service, feel supported, and are confident in proceeding.

A key focus of the role is to reduce post-payment cancellations by addressing client concerns early, resolving queries, and reinforcing the value of the service. This includes managing common risks such as hesitation after contract receipt, external influence from care homes, or differing family views.

The role plays a vital part in ensuring clients remain engaged, informed, and committed, resulting in improved conversion into active cases and a stronger overall client experience.

www.compasschc.co.uk

Client Engagement & Retention

· Proactively contact clients following payment to welcome them and guide them through next steps

· Ensure clients understand the process, timelines, and what to expect from the service

· Act as the primary point of contact during the onboarding stage until contract signing

· Build trust and confidence with clients to reinforce their decision to proceed

Cancellation Prevention

· Act as the central point of ownership for all client cancellation requests, ensuring they are acknowledged, processed, and resolved in line with company policy and agreed timescales.

· Proactively engage with clients who request to cancel, seeking to understand the underlying reasons and working with them to address concerns, clarify expectations, and explore alternative solutions where appropriate.

· Work closely with internal teams to identify opportunities to resolve issues contributing to cancellation requests, coordinating actions to improve the client experience and retain cases where possible.

· Maintain accurate and timely records of all cancellation requests, outcomes, and client interactions within the case management system.

· Ensure all cancellations are processed accurately, including confirming next steps with clients, updating systems, and communicating outcomes clearly to relevant stakeholders.

· Strong communication skills with the ability to explain complex information in a simple, reassuring way

· Excellent interpersonal skills with a calm, empathetic and professional approach

· Ability to influence and build trust to encourage client commitment

· Strong problem-solving skills with a proactive, solution-focused mindset

· Highly organised and able to manage multiple client interactions effectively

· Resilient and confident in handling objections or concerns

· Strong sense of ownership and accountability for client outcomes

· Experience in a client engagement, retention, sales support, or customer experience role

· Understanding of NHS Continuing Healthcare or advisory services (desirable)

· Experience working in a regulated or professional services environment

· Confident user of Microsoft 365 (Outlook, Teams, Excel, Word)

· Experience working with onboarding or conversion-focused processes

Pay: £25,500.00-£32,000.00 per year

Benefits:

• Free parking
• On-site parking
• Work from home

Work Location: Remote