Overseeing day-to-day client support activity, ensuring inbox triage, ticket management and query resolution are handled efficiently and professionally.
Acting as the senior escalation point for complex queries and minor complaints, ensuring timely and effective resolution.
Safeguarding HubSpot data integrity, including accurate association of finance and fee earner communications, maintaining workflow accuracy and ensuring reliable client records.
Managing plan renewals, closures and billing accuracy, ensuring data, rates and plan information remain aligned across systems.
Leading the operational management of Extend plans, including manual usage reconciliation, renewal and pricing support, tier changes and workflow updates.
Providing reporting support for client activity and plan performance, including legacy reporting requirements for specific Extend clients.
Liaising closely with Accounts, fee earners and Account Managers to resolve billing queries, reconcile data and maintain operational accuracy.
Monitoring service metrics and identifying opportunities to streamline processes and reduce manual workload.
Line managing and supporting junior team members to maintain service quality and consistency.

At least three years’ experience in client services, legal operations or business support within a legal or professional services environment.
Experience managing complex client escalations and service delivery workflows.
Strong working knowledge of CRM systems, ideally HubSpot, and operational reporting tools.
Experience producing and interpreting service performance data.
Proven ability to create or refine SOPs and training documentation.
Excellent written and verbal communication skills, with confidence working alongside senior stakeholders.
Strong organisational skills and the ability to prioritise and make sound decisions independently.

33 days holiday, including public holidays
Option to buy up to 5 holiday days a year
Private Healthcare
Death in service benefit.
Access to our electric car scheme
Discounted gym memberships, access to retailer discounts, team socials and more!

Client Support Coordinator

Key skills