Client Services Coordinator

3 weeks ago

Birmingham, United Kingdom Pinsent Masons Full time

**Job Description**:
**Department**:Facilities - Client Services

**Location**:Birmingham

**Job Title**:Client Services Coordinator

**Hours of work**:Flexibility is required between 8.00am - 6.00pm, 35 hrs, Monday to Friday. Some overtime may be required.

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

**Main duties and responsibilities**:

- Meet and greet clients delivering a world class client experience - both in person and virtually via all communication tools.
- Anticipating the client needs, offering assistance where needed and assisting with their requests and queries efficiently and effectively.
- Offering a hotel-style concierge service to clients, including taxis, restaurant recommendations etc.
- Intuitive and effective communication, adapting style and approach appropriately to suit across all levels and types of clients.
- Go-to person for key client meetings and events, offering expert knowledge and advice from inception to on the day.
- Liaison with catering, facilities, maintenance & technology services departments to ensure the smooth provision of services to the meeting rooms
- Assisting the business development and events teams with event planning and organisation.
- Pro-actively managing workload, including deadlines and time critical tasks and activities per day/week.
- Organising and forward planning resources and services to ensure the smooth operation on the day.
- Conflict resolution for over demand and clashes of interests/requirements.
- Monitor housekeeping standards and ensure that all client areas are kept tidy and presentable
- Ensure prompt liaison with facilities team for the collection of packages, deliveries etc.
- Organisation and forward planning to maximise use of space and equipment.
- Ensure all meeting rooms/collaboration spaces are properly equipped with stationery, peripherals and user guides where necessary.
- Management of all internal and client meeting room configurations, setting up rooms as per requirements in terms of furniture, technology, catering and equipment.
- Assisting external and internal clients with use of audio visual and presentation equipment (video and audio conferencing, data projection, sound system, MS office tools, including PowerPoint (including adding graphics, sound and movie clips), still and video cameras.
- Troubleshooting technical issues as well as Wi-Fi and printing support to the firm's clients and external guests.
- Administrative tasks, including statistical reporting, financial reconciliation of charges and invoicing.
- Adhere to all firm wide policies and procedures
- Be conversant with the firms Health & Safety policy, emergency evacuation procedures and business resilience plans.
- Undertake other duties as required by the Senior Receptionist and Client Services Manager.

**Person Specification**

**Qualifications**:
Educated to minimum GCSE level or equivalent, including maths and English

**Relevant Experience**:

- Experience of using a hospitality system, preferably Condeco
- Previous reception experience in a corporate environment is essential
- Excellent IT skills, including MS Office packages

**Key Skills**:

- Excellent communication and inter-personal skills, both written and spoken.
- Effective and intuitive communicator at all levels.
- Capable of establishing immediate rapport.
- Ability to handle conflicting demands and/or challenging pressures for resources.
- Capable of working autonomously but also operating within a team environment.
- Proven organisational skills.
- Organised and methodical approach to workload and tasks.
- Ability to work within a busy, fast-paced service environment.
- Ability to identify any Health & Safety risks.

**Personal Qualities / Behaviours**
- Client focused.
- Natural flair and passion for service excellence.
- Proactive and pragmatic, with a keen eye for detail.
- Flexible in both attitude and in daily hours of work.
- Highly motivated with a can-do approach towards all given tasks.
- Understanding of privacy and confidentiality, especially in the legal context.
- Team Player.
- Self-starter and able to work on own initiative.

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