Client Liaison Manager

Client Liason Manager – Rebuild

Work From Home | Full-Time | South Africa–Based Preferred | Rebuild Phase

A Role Built for Clarity in Chaos

We’re rebuilding. It’s fast, messy, and very real. This isn’t a neat machine handed to you — it’s your chance to create order, convert intent into action, and own the journey from first hello to first shift.

At The Well & Co, you don’t have to choose between purpose and performance. This role gives you autonomy, trust, and the mandate to make things happen.

About the Role

This starts as a single-person function inside a small, tight-knit team stabilising operations across one brand. There is no separate “sales → onboarding → handover” lane in this phase — you own the end-to-end: lead conversion, client profiling, team matching, clean handover, and a confident start to services.

You’ll turn warm interest into committed support, build a clear Client Blueprint, and coordinate with our People & Workforce team to roster the right staff at the right time. You’re the connective tissue from enquiry to activation — in a rebuild where documentation, speed, and calm execution matter.

What You’ll Be Doing

• Convert leads into clients: run warm, structured consults; explain our support model and pathways; close with clarity, not pressure.
• Build the Client Blueprint: capture social, emotional, environmental, cultural, and practical needs; document preferences (communication tone, routines, energy, gender); set first-week goals.
• Drive team matching: collaborate with People & Workforce to recommend staff based on skills and values/fit; identify misalignment early and realign respectfully.
• Own the first 30–90 days: schedule check-ins, surface early signals, coordinate course corrections (schedule tweaks, staffing adjustments, scope clarifications).
• Operate with CRM discipline: log every contact, decision, and next step in real time (CRM = Customer Relationship Management system). Submit a concise Friday pipeline update (wins, risks, next actions).
• Close the loop into service delivery: run a crisp handover with signed agreement, Client Blueprint, risk notes, start plan, and escalation paths; confirm rostered coverage and readiness.
• Work South Africa–specific compliance: ensure POPIA-compliant handling of personal information; coordinate background checks where the service context requires them.

Who This Role Is For

You might be:

• A people-first operator who reads context quickly and guides decisions with calm authority.
• A structured thinker who loves checklists, templates, and dashboards.
• Someone who wants real impact without layers of approval.

You’re likely a fit if you:

• Are comfortable being the only person in the function at first — building while delivering.
• Turn ambiguity into clear steps, timelines, and accountable actions.
• Close the loop, every time.

You Must Have

• 2+ years in client onboarding, consultative sales, community care, or case-based services in South Africa. Examples that translate well:
• Hospital Case Manager / Patient Liaison (private hospitals)
• Social Worker / Auxiliary Social Worker (SACSSP-registered) in intake/community roles
• Admissions/Client Liaison (rehab, psychiatric, step-down, hospice)
• EAP Case Manager / Wellness Programme Coordinator
• Managed Care / Pre-Authorisations Consultant (medical schemes/TPAs)
• Excellent written and verbal communication — empathetic, persuasive, and clear.
• Proven CRM discipline and admin rigour using Google Workspace and digital tools.
• Quiet home workspace, reliable fibre/LTE, and a basic load-shedding plan (e.g., UPS).
• Familiarity with South African privacy and safeguarding expectations (see below).

Bonus If You

• Have background in psychology, social work, education, patient access, or clinic coordination.
• Know structured sales systems (e.g., NEPQ, SPIN, Challenger).
• Understand trauma-informed communication and sensitive family dynamics.
• Bring multilingual ability (e.g., isiZulu, isiXhosa, Afrikaans) for rapport across contexts.

South Africa–Specific Expectations

• Privacy & data: POPIA-compliant handling of personal and health information (POPIA = Protection of Personal Information Act).
• Background checks (role/context-dependent):
• SAPS Police Clearance Certificate (PCC)
• National Child Protection Register (NCPR) – Part B (if working with children)
• National Register for Sex Offenders (NRSO) check (as applicable)
• Hours: Core 09:00–17:00 SAST, with 2–3 hours overlap with Australian Eastern Time (AEST) on selected days for cross-team handovers.
• Occasional in-person time: Rare, pre-planned sessions in major metros for training or team workshops.

Outcomes You Own (KPIs)

• 5+ new clients onboarded into paid services per month.
• 100% Client Blueprints completed and current before service start.
• 100% collaboration on staff assignment decisions; strong client–staff fit.
• 100% CRM accuracy (calls, notes, tasks, pipeline).
• ≥ 4.5/5 average onboarding satisfaction (first 30 days).
• 100% on-time Friday pipeline updates and weekly responsiveness.

What We Offer

• 100% Remote — Always (South Africa–based)
• Base pay plus commission
• Lean, agile environment — no bloated systems, no egos
• Purpose-driven work with real, weekly impact
• Growth pathways into senior client success, partnerships, or operations leadership

About The Well & Co

The Well & Co is a multi-brand acquisition company building infrastructure, systems, and talent solutions across South Africa, Australia, the Philippines, and Indonesia. We operate in disability support, workforce deployment, cleaning, transport, and recruitment. We work in small, agile, remote-first teams that pair care with execution.

How to Apply

If you thrive in clarity, hate chaos, and know how to move people from uncertainty to confident action — this is your role.

Please submit:

• Your CV
• A short note explaining why this role fits your life right now, plus an example of how you helped someone navigate a sensitive or complex situation.

Assessment process (shortlisted candidates):

• Personality snapshot (16Personalities)
• Short video interview via xInterview.ai

Important: Full-time availability is required. Assessment links are provided after initial screening.

Job Type: Full-time

Pay: R90,00 - R120,00 per hour

Expected hours: 40 per week

Education:

• Bachelors (Required)

Work Location: Remote

Expected Start Date: 2025/08/24