Job Description

Client Services Co Ordinator

Overview

We are seeking a dedicated Client Services Co Ordinator to join our team. This role offers an exciting opportunity to work within a dynamic, fast-paced environment, providing exceptional support to our clients while working closely with Service Delivery, Implementation, and Operations teams. The successful candidate will play a vital role in maintaining strong client relationships, supporting service delivery, and contributing to the organisation's growth objectives. Experience within financial services, system-based platforms, Salesforce, and structured service environments will be highly advantageous, alongside excellent communication, analytical, and organisational skills.

Key Responsibilities

Act as the primary point of contact for clients, managing enquiries promptly, professionally, and efficiently Provide day-to-day support to the Service Delivery and Implementation teams Coordinate and communicate customer updates regarding project progress and service delivery milestones Assist in the preparation, update, and presentation of Project Governance documentation for customers Liaise with Operations teams to ensure timely delivery of assigned tasks and resolution of issues Maintain accurate client records within Salesforce and other internal systems, ensuring compliance with organisational policies Provide feedback to the business on incidents, service issues, and client trends Analyse client feedback, system usage data, and service metrics to identify opportunities for improvement Produce SLA reports and management statistics ahead of customer service reviews and quarterly meetings Monitor Jira tickets, working with customers and internal teams to resolve queries and ensure completion within agreed SLAs Support Sprint planning by providing information for ticket prioritisation Assist customers and internal teams in documenting requirements for DevOps and system enhancements Undertake reviews of user requirements and identify where existing solutions can meet business needs Support onboarding of new clients, clearly explaining services, systems, and setting expectations

Systems & Product Knowledge

Develop a strong understanding of the CAFM system and how different customers use it Gain working knowledge of system configurations by sector and associated terminology Learn the different modules aligned to customer sectors (e.g. housing "Big 6", NHS assets) Understand how the mobile application platform operates, including form creation and usage Maintain awareness of helpdesk tiers and how they align with customer entitlements and task types Understand templating processes and document upload streams Gain familiarity with standard dashboard reports and mobile forms, and how to provide overviews to customers Maintain a high-level understanding of system compliances managed within the platform

Communication & Stakeholder Management

Communicate effectively, efficiently, and professionally with all internal and external stakeholders Develop and maintain strong working relationships with customers Produce clear, well-structured emails tailored appropriately to different audiences Respond to emails and queries within agreed timeframes, escalating where appropriate

Experience & Skills

Proven experience in a client services, customer support, or service delivery role Experience with SaaS, CAFM, or regulated environments is desirable Familiarity with Salesforce, Jira, or similar CRM and ticketing platforms Strong written and verbal communication skills with excellent attention to detail Analytical capability to interpret data, system usage, and service performance metrics Ability to manage multiple priorities in a fast-paced environment Proactive, organised, and solutions-focused approach
Job Type: Full Time, Office Based

Job Type: Full-time

Pay: 21,000.00-26,500.00 per year

Benefits:

Bereavement leave Company pension On-site parking Private medical insurance
Work Location: In person