Client Support Liaison

• Remote - Temporary until 31st March 2027

Business in Focus, a key partner within Enterprise Partnership Cymru, delivers the Welsh Government’s Business Wales service across Wales. We are now recruiting a proactive and customer‑focused Client Support Liaison to help clients access the support they need and ensure a smooth, supportive journey through the BDG service.

As a Client Support Liaison, you will act as the first point of contact for new enquiries into the Business Wales service. You will carry out initial eligibility checks, provide information, signpost to appropriate teams or external partners, and maintain accurate, compliant client records. You will also work closely with advisers to support ongoing client engagement and help maintain momentum throughout the client journey.

This role is ideal for someone with strong communication skills, attention to detail and a genuine commitment to excellent customer service.

• Act as the first point of contact for client enquiries, determining eligibility, support needs and growth potential.
• Provide information, signpost and refer clients to internal teams or external specialist partners, documenting all actions within required timescales.
• Process client information accurately, ensuring data is stored, filed and maintained to audit standards and in line with procedures.
• Support advisers with client relationship management, including scheduled check‑ins, cross-referrals and reviewing client satisfaction.
• Accurately record all client activity on IT systems, ensuring intervention outcomes are fully evidenced and compliant.
• Deliver excellent customer service at all times and maintain strong understanding of public and private sector support available for SMEs.
• Support the coordination of training and promotional events, including preparing documentation, attendance checking and follow‑ups.
• Identify and recommend process and system improvements to the Support & Compliance Team Manager.
• Undertake additional duties as required by the Business Wales management team.
• Promote equality, diversity and inclusion in all aspects of service delivery.

• Experience with in a support services environment handling high volumes of client enquiries.
• Ability to work under pressure and meet team/regional targets.
• Experience working in compliance-driven environments requiring accuracy and adherence to procedures.
• Strong understanding of SMEs and the needs of small businesses within regional economies.
• Knowledge of public and private sector business support.
• Strong organisational skills, able to prioritise effectively and manage time well.
• Excellent communication and interpersonal skills, with confidence engaging at all levels.
• High integrity, commitment to equality and diversity, and alignment with organisational values.
• Welsh language skills are highly desirable.
• Satisfactory basic DBS check (required prior to employment).
• Business-related qualification (e.g., ILM Level 2 Business Support or NQF Level 3 Business Administration).
• Experience working in business support (public or private sector).
• Experience working with public sector service providers.
• Knowledge of equality and diversity principles in public service delivery.

Business in Focus is a respected social enterprise with over 30 years' experience supporting businesses across Wales. As an Investors in People double Gold employer, we offer a supportive, collaborative environment with a strong commitment to staff development and wellbeing.