JOB DESCRIPTION
| Name of project: | Norfolk Community Law Service (NCLS Ltd) |
| Address: | 4 Duke Street, Norwich NR3 3AJ |
| Title of Post: | Impact and Engagement Co-Ordinator |
| Responsible to: | CEO |
| Date revised: | June 2026 |
Job summary:
To strengthen the voice, influence, and impact of NCLS by:
• Embedding client voice and participation across services
• Improving the collection, analysis and use of data and case studies to better evidence impact
• Contributing to the development and delivery of corporate partnerships and funding packages
• Supporting campaigns and policy influencing work
This is a cross-cutting role that connects frontline delivery with strategic development, ensuring NCLS can demonstrate and amplify its impact across Norfolk.
Responsibilities
Client Voice & Participation
Design and implement systems to gather valuable client feedback (surveys, interviews, focus groups)
Develop a Client Voice Framework to ensure lived experience informs services and strategy
Support the establishment of client panels or advisory groups
Ensure accessible and inclusive engagement methods (including for vulnerable clients)
Work with caseworkers to embed feedback systems into service delivery
Data, Insight & Impact
Lead on improving how NCLS collects, manages and uses data
Analyse service data to identify trends, gaps, and emerging need
Produce impact reports, dashboards and case studies
Support funding applications and reporting with robust evidence
Ensure compliance with GDPR and ethical data use
Corporate Partnerships & Engagement
Support development of Norfolk Community Justice Partnership project
Help articulate NCLS impact to external audiences (firms, businesses, funders)
Contribute to events (e.g. awards, networking, stakeholder engagement)
Maintain relationships with key external stakeholders where appropriate
Campaigns & Policy Influence
Support the development of campaigns aligned with NCLS priorities (e.g. domestic abuse, debt, immigration)
Translate client experiences and data into compelling messages
Work with partners, networks and local stakeholders to amplify impact
Contribute to consultation responses and policy briefings both on a local and national level
Communications & Storytelling
Develop case studies and impact stories (with appropriate consent)
Work with colleagues to improve how NCLS communicates its impact
Support digital and social media content linked to impact and campaigns
Key Outputs
Client Voice Framework implemented
Regular impact reports and dashboards
Increased client engagement activity
Evidence-informed campaigns
Contribution to income generation through corporate engagement
General Duties
To maintain a duty of confidentiality in respect of all client matters at all times;
To abide by the NCLS Equal Opportunities policy and to implement any relevant practice guidelines.
To adhere to NCLS hybrid model of home working and office working agreeing to attend the office at the required hours.
To undertake any other duties commensurate with the post as per the requirements of the Board.
The above may be subject to alteration from time to time according to any changes in service delivery, politics or priorities. As such, changes will be carried out following consultation with all parties involved.