Referral Coordinator
13 days ago
Stevenage
Established in 2018, RCI Group brings together specialist businesses that improve people’s lives by advancing health, justice, and social care outcomes at scale. Across the Group, we combine the agility of specialist providers with the reach and stability of a national organisation, united by our values of Respect, Courage and Impact. Our services support thousands of people every year across forensic healthcare, community mental health, complex care, supported living, and justice services. This is an exciting opportunity to join a Group with real purpose, strong momentum, and significant growth potential. The Role We are recruiting a Referrals Coordinator to join our newly developed Central Sales and Marketing Team, reporting directly to the Business Development Manager. This is a key position within the Group and will act as the first point of contact for placement makers looking to refer individuals into our services. You will play a critical role in ensuring enquiries are handled professionally, efficiently, and converted into appropriate referrals. You will confidently promote the Group’s services and articulate service models, outcomes and impact, helping referral partners understand exactly how we support individuals to achieve positive, meaningful outcomes. Enquiries may come via telephone, website enquiries, brokerage portals, framework systems, and social media channels. This role is central to supporting the Group’s growth strategy by strengthening referral pathways, improving enquiry coordination, and acting as a key link between external referral sources and internal teams. Key Responsibilities Referral Generation & Lead Management • Proactively generate new referrals and leads through brokerage systems, frameworks and referral portals, • Promote the Group’s services, values and outcomes to referral partners, communicating the quality and impact of our work, • Develop and maintain strong relationships with local authorities, commissioners, social workers, placement officers and care coordinators, • Identify new referral opportunities across the Group’s services and support expansion into new commissioning areas, • Work with partner organisations, equity stakeholders and external networks to support referral generation and pipeline growth Enquiry Handling & Conversion • Act as the primary point of contact for incoming enquiries and referrals, providing a professional and positive first impression, • Clearly present service offerings, strengths and outcomes to ensure referrers understand how the Group can meet individual needs, • Track, manage and progress enquiries through to live referrals using agreed systems and processes, • Qualify referrals effectively, ensuring alignment with service capability, availability and quality standards, • Work closely with operational teams to assess suitability, capacity and readiness for placements, • Support the conversion of enquiries into confirmed placements or service starts Systems, Portals & Reporting • Monitor and manage referrals through brokerage platforms, portals and internal CRM systems, • Ensure all enquiries and referrals are accurately logged, tracked and reported, • Produce regular reports on referral volumes, conversion rates and pipeline performance, • Identify trends, gaps and opportunities to improve referral flow and conversion outcomes Internal Collaboration • Liaise closely with operations, service managers and clinical/care teams to support timely and effective referral decisions, • Coordinate responses to referral requests, ensuring clear communication and timely follow-up, • Act as a key link between external referral sources and internal delivery teams, • Support continuous improvement of referral pathways and enquiry handling processes Relationship Management & Network Engagement • Build trusted relationships with social workers, placement teams, commissioners and brokerage partners, • Act as a knowledgeable and credible ambassador for the Group, promoting the quality, impact and outcomes of services, • Attend meetings, forums and networking events to strengthen referral networks and raise awareness of the Group’s work, • Share service updates, success stories and positive outcomes with referral partners where appropriate, • Maintain up to date knowledge of commissioning priorities, funding routes and referral processes What Success Looks Like • Increased volume of high-quality enquiries and referrals, • Improved enquiry-to-referral conversion rates, • Strong and sustainable referral relationships across brokerage systems and networks, • Accurate, transparent referral tracking and reporting, • Effective collaboration between referral sources and internal operational teams Skills & Experience We’re looking for someone with experience in referral management, enquiry handling, business development, or a strong background in social care operations (for example Support Worker, Senior Support Worker, Team Leader, Care Coordinator) with a genuine interest in moving into a referrals or sales-focused role. You will ideally have: • Understanding of social care, health, or community-based services, • Ability to confidently communicate service models, outcomes, and impact, • Strong relationship-building and stakeholder engagement skills, • Ability to manage multiple enquiries, priorities and deadlines, • Confidence working with tracking systems, data and reporting tools (or willingness to learn), • A proactive, organised and process-driven approach, • Strong alignment with the Group’s mission, values and purpose Why Join Us? This is a brilliant opportunity to join RCI Group at an exciting stage of growth. You’ll play a key role in supporting service expansion, strengthening referral pathways, and ensuring more individuals can access high-quality support that changes lives. If you’re motivated by impact, enjoy building relationships, and want a role where you can combine sector knowledge with commercial growth, we’d love to hear from you.
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