Client Coordinator

What we’re looking for

We need a proactive and customer‑focused Client Coordinator to join our Landlord Action team. This fast‑paced, client‑facing role will act as the first point of contact for new enquiries, guiding prospective clients from initial contact through to instruction and delivering an outstanding client experience.

Responsibilities

• Act as the first point of contact for all incoming enquiries (phone, email, web).
• Convert prospective clients into instructed clients through effective follow‑up and communication.
• Manage a structured customer call‑back process to maximise conversion rates.
• Guide clients through the onboarding journey, ensuring a smooth and professional experience.
• Take payments and ensure all required documentation is complete.
• Set up and manage client enquiries and cases within our case management system.
• Monitor and follow up on incomplete paperwork and outstanding actions.
• Manage inbound instructions from multiple channels (post, web, email).
• Liaise with clients throughout key stages of the process, including debt recovery stages.
• Support the wider team with administrative tasks and case progression.
• Identify opportunities to improve onboarding processes and client experience.
• Contribute to lead generation initiatives and maintain prospect databases.
• Support training and coaching of colleagues (including Paralegals) on onboarding processes.

Qualifications & Requirements

• Excellent customer service skills with a strong telephone manner.
• Experience in a sales, onboarding, or contact centre environment.
• Strong attention to detail and organisational skills.
• Confident using Microsoft Office and able to learn new systems.
• Ability to prioritise workload and manage multiple tasks effectively.
• Proactive, solutions‑focused mindset.
• Collaborative approach and ability to build strong working relationships.
• High levels of motivation and personal accountability.
• Commitment to delivering high‑quality service and outcomes.
• Desirable: Experience in the property or private‑rented sector.
• Desirable: Experience in legal or case‑management environments.

Benefits

• 23 days holiday + UK bank holidays.
• Life assurance.
• Private health care for you and dependents.
• Employee assistance programme, including GP line, cashback for treatments, advice line.
• Season ticket loan.
• Rental deposit loan.
• Annual leave purchase scheme.
• Access to discounted personal insurance through the HFIS Group.
• Financial support for studying towards professional qualifications plus study time.
• High‑quality in‑house and external training.

We are an Equal Opportunity Employer.

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