Client Services Coordinator

5 months ago

Glasgow, United Kingdom Pinsent Masons Full time

**Department**:Facilities Client Services**Location**:Glasgow**Job Title**:Client Services Coordinator

**Hours of work**:Flexibility required between core hours 8:30am - 5:30pm due to shift patterns as well as overtime cover between 7am and 9pm dependant on business demand (35-hour week)

**Reports to**:Senior Receptionist, Glasgow

**Purpose of the role**:
To support all elements of client services, from reception and concierge to the complete servicing of meeting and events spaces. Delivering a world-class, exceptional experience.

**Main duties and responsibilities:
- Deliver a world class service to all internal and external clients in person and via the UK switchboard and helpdesk support.
- Meet and greet clients in person and virtually with positive enthusiasm and a "can do" attitude.
- Anticipating the client needs helping with their requests and queries efficiently and effectively.
- Offering a hotel-style concierge service to clients, including taxis, restaurant recommendations etc.
- Utilising questioning techniques to understand each request and provide an appropriate response and/or facilitate actions to ensure satisfactory resolution/closure.
- Assist with internal and client meeting room configurations, setting up rooms as per requirements in terms of furniture, technology, catering, and equipment.
- Monitor housekeeping standards and ensure that all client areas are kept tidy and presentable.
- Liaison with catering, maintenance & IT Comms departments to ensure the smooth provision of services to the meeting rooms.
- Assisting external and internal clients with use of audio visual and presentation equipment.
- Troubleshooting technical issues as well as Wi-Fi and printing support to the firm's clients and external guests.
- Pro-actively managing workload, including deadlines and time critical tasks and activities per day/week.
- Adhere to all firm wide policies and procedures.
- Be conversant with the firm's health & safety policy, emergency evacuation procedures and business resilience plans.
- Support the wider Workplace team with logging and reporting Facilities/Building Related issues through the correct channels via the CAFM system.
- Coordinating requests for workplace items and equipment and advising, where appropriate, those allowances within policy. Other duties as reasonably required by the Senior Receptionist/Client Services Manager.**Person Specification
**Qualifications:
Educated to minimum GCSE level or equivalent, including maths and English.**Relevant Experience:
- Experience of working within a client services environment.
- Experience of using a room booking system, preferably Condeco.
- Excellent IT skills to include all MS Office packages. Experience of using a switchboard console, preferably Anywhere 365.**Key Skills:
- Excellent inter-personal skills.
- Effective communicator at all levels, written and spoken.
- Active listener and able to use questioning techniques.
- Capable of establishing immediate rapport virtually.
- Ability to confidently handle conflicting demands and/or challenging situations.
- Ability to empathise and reassure with concerns or sensitive issues.
- Organised and methodical approach to workload and tasks. Ability to work within a busy, fast-paced service environment.**Personal Qualities / Behaviours
- Natural flair and passion for service excellence.
- Proactive, with a keen eye for detail.
- Investigative/inquisitive nature and pragmatic problem solver.
- Flexible in both attitude and in daily hours of work.
- Highly motivated with a can-do approach towards all given tasks.
- Can use own initiative and work without supervision.
- Resilient and calm.
- Understanding of privacy and confidentiality.
- Client focused.

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