Client Success & Web Support Coordinator

Client Success & Web Support Coordinator

Before you apply, watch this short video to understand who we are and what we do:

READ THIS ENTIRE JOB DESCRIPTION OR DO NOT APPLY

We are looking for a Client Success & Web Support Coordinator to support client communication and assist with the coordination and execution of website-related updates for We Build Trades.

This role sits between clients and the internal web and marketing teams, helping ensure website updates, content changes, and support requests are handled efficiently and professionally.

Many of our clients rely on their websites as a key part of their marketing systems. This means they often require ongoing updates, adjustments, or support to keep their websites running smoothly and performing effectively.

The Client Success & Web Support Coordinator will act as a central point of coordination for website‑related client requests, ensuring tasks are clearly organised, communicated internally, and completed to a high standard.

This role is ideal for someone who enjoys working with clients, organising tasks, supporting digital projects, and helping maintain high‑quality websites.

You will work closely with the Account Management Team, Web Development Team, Marketing Team, and CRM Team to ensure website updates are delivered efficiently while maintaining a positive and professional client experience.

This position is office‑based with no hybrid or remote working options.

Key Responsibilities

1. Client Communication & Support

• Act as a key point of contact for clients who require website updates, support, or assistance.
• Respond to client requests relating to website content, updates, or changes.
• Ensure communication with clients remains clear, structured, and professional at all times.
• What updates are being made
• Why changes are required
• What the expected timeline will be
• What the next steps are
• Ensure clients feel supported and confident when requesting website updates or improvements.
• Maintain strong relationships with clients through consistent communication and reliable support.

2. Website Update Support

• Assist with smaller website tasks that do not require full development work.
• These tasks may include:
  • Updating website content
  • Changing images or graphics
  • Editing text on pages
  • Updating contact details
  • Publishing blog content
  • Uploading case studies or portfolio items
  • Minor layout adjustments
• Ensure all changes are implemented carefully and accurately.
• Review changes before they go live to ensure quality and accuracy.
• Support the web team by handling smaller requests so developers can focus on larger projects.

3. Website Project Coordination

• Coordinate website‑related tasks between clients and the web development team.
• Document client requests clearly and ensure all required information is captured before work begins.
• Organise requests into clear tasks that can be assigned internally.
• Track the progress of website tasks and ensure deadlines are met where possible.
• Keep clients updated on progress and confirm when updates have been completed.
• Ensure nothing falls through the cracks when managing multiple website requests.

4. Quality Checking & Website Standards

• Review website updates before they are published or delivered to clients.
• Check that changes are accurate, functional, and aligned with the original request.
• Ensure updates maintain the quality and professionalism expected from We Build Trades websites.
• Help maintain consistency across client websites in areas such as:
  • Formatting
  • Content presentation
  • Branding consistency
  • Layout quality
• Raise any potential issues with the web team before changes go live.

5. Client Success Support

• Support the Client Account Managers by helping ensure clients receive a positive and responsive experience.
• Assist with resolving smaller requests quickly so clients do not experience delays.
• Provide reassurance and clarity when clients request website changes or updates.
• Help maintain strong long‑term relationships with clients through helpful and proactive support.

6. Internal Collaboration

• Work closely with multiple internal teams including:
  • Web Development
  • Marketing
  • Account Management
  • CRM & Automation
• Ensure website requests are communicated clearly and efficiently across teams.
• Provide updates internally when tasks are completed or when issues arise.
• Support internal processes that help the business deliver high‑quality client work consistently.

7. Process Improvement & Workflow Organisation

• Identify opportunities to improve how website requests are managed internally.
• Help refine the process for handling client website updates.
• Contribute to improving documentation and task workflows so requests can be handled efficiently.
• Assist in building scalable processes that allow the business to support more clients without reducing service quality.

Experience & Skills Required

• Experience working with websites or website content management systems.
• Strong organisational skills with the ability to manage multiple tasks and requests.
• Excellent communication skills when working with clients.
• Ability to explain website updates and processes clearly to non‑technical users.
• Strong attention to detail when reviewing website content and updates.
• Comfortable working in a fast‑paced environment where multiple tasks may need to be managed simultaneously.
• Experience using website platforms such as:
  • WordPress
  • Wix
  • Shopify
  • Webflow or similar CMS platforms
• Experience working within a marketing or digital agency environment.
• Basic understanding of website structure, layout, and user experience.
• Experience coordinating digital projects or website updates.
• Familiarity with marketing websites used for lead generation.

Personal Attributes

• Friendly, professional, and client‑focused.
• Highly organised with strong attention to detail.
• Proactive and reliable when managing tasks.
• Strong communicator who can work with both clients and technical teams.
• Comfortable working across multiple projects and priorities.
• Motivated to improve processes and maintain high standards.

What We Offer

• Salary Range: £28,000 – £32,000 per annum
• Performance bonus opportunities.
• Career growth within a fast‑growing company.
• Full training provided on internal systems and processes.
• Opportunity to work with a variety of trade and home‑service businesses across the UK.
• Fun, dynamic work environment including:
  • Collaborative office culture
  • Pool table/ping‑pong table
  • Mini gym
• Meaningful work helping businesses maintain high‑performing websites and digital marketing systems.

Hiring Process:

• Watch the Video Above
• Online application (Pre‑qualification)
• Short Zoom interview (Qualified applicants only)
• In‑person interview with an on‑site assessment
• Offer

Why We Build Trades?

We Build Trades helps trade and home‑service businesses grow through smart marketing systems, automation, and high‑quality websites.

Websites play a critical role in helping our clients generate leads and grow their businesses.

This role ensures our clients receive the support and coordination required to keep their websites running smoothly while maintaining high service standards.

• Job Type: Full‑time
• Pay: £28,000 – £32,000 per year
• Additional Pay:
  • Bonus scheme
  • Performance bonus
• Company pension
• Flexitime
• Schedule: Monday to Friday

Ready to support client success and keep websites running smoothly? Apply now as our Client Success & Web Support Coordinator and help deliver reliable digital support for trade businesses across the UK.

#J-18808-Ljbffr…