Client Liaison Manager

Job title

Client Liaison Manager

Location

Remote/Home Based

Salary

£28,000-£32,500

Status

Full-time, permanent

Working Hours

Monday to Friday, 9:00am to 17:30pm

Closing date is 21st August.

HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.

Purpose of Role

Under the supervision of a Specialist RCM, the Client Liaison Manager advocates, plans, and supports complex rehabilitation case management to help catastrophically injured clients achieve optimal independence. The role involves working closely with RCMs and multidisciplinary teams, managing care packages for clients with complex needs, and supporting Operations Managers and Clinical Leads. The manager ensures high-quality clinical and rehabilitation support, meets customer satisfaction, and achieves quality and revenue targets in line with contractual SLAs and personal KPIs.

Key Responsibilities

· Build meaningful and professional relationships with clients, families, customers, and stakeholders to facilitate timely and effective rehabilitation goals.

· Attend client, customer, and corporate meetings, supporting the RCM with travel arrangements and taking minutes for MDT meetings, including producing notes and action points.

· Communicate to the highest written and verbal standards, managing challenging situations and keeping accurate case management notes in line with professional codes.

· Support the production and distribution of professional reports, referral letters, and general correspondence for effective client rehabilitation management

· Deliver chargeable work to meet personal and team utilization targets, ensuring files are charged and invoiced appropriately.

· Work proactively and independently to manage tasks within agreed timeframes, using the Case Management System, Microsoft 365, and other technology to support service delivery.

· Monitor and escalate issues as needed to maintain high standards of customer and client service, including financial information on case files.

· Adhere to company policies and procedures regarding Health & Safety, Equal Opportunity & Diversity, and other relevant corporate responsibilities.