The Client Experience Coordinator is the first face and voice of the firm. You will create a warm, polished and professional experience for every client, caller and visitor, from the first phone call to the moment they leave our offices. The role combines front-of-house white glove service with practical administrative and document support for our legal and finance teams.
Key responsibilities
- Answer incoming calls promptly and professionally, directing enquiries, taking accurate messages and following up where required.
- Greet clients and visitors warmly, offer refreshments and ensure they feel welcomed and looked after.
- Manage the reception area so that it is always tidy, professional and well presented.
- Receive and distribute mail, couriers and deliveries.
- Handle client enquiries with discretion, empathy and care, escalating matters to the appropriate team member when needed.
- Ensure meeting rooms are prepared, clean and stocked ahead of client meetings (including refreshments, water, stationery and technology checks).
- Reset and clean rooms after meetings, removing documents and rubbish and returning rooms to a client-ready standard.
- Manage the meeting room booking calendar and coordinate room use with the legal teams.
- Assist with printing, binding, collating, scanning and preparing documents and client files.
- Prepare document bundles, folders and correspondence for lawyers and clients to a high standard of accuracy and presentation.
About you
- Exceptional phone manner and communication skills, both written and verbal.
- A genuine commitment to white glove service and excellent client care.
- Professional presentation and a warm, confident, personable approach.
- Strong attention to detail and accuracy.
- Excellent organisation, time management and ability to prioritise in a busy environment.
- Ability to maintain strict confidentiality and exercise sound judgement.
- Proficiency with Microsoft Office (Word, Outlook, Excel) and a willingness to learn new systems.
- Basic numeracy and an understanding of, or ability to quickly learn, reconciliation processes.
- A proactive, reliable and team-oriented attitude.
About us
Hope Earle is a growing law firm offering a supportive, professional and people-focused workplace with exposure to legal, finance and operations teams.
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