Client Experience Coordinator

Connect. Coordinate. Keep Work Moving.

The Client Experience Coordinator role is centred on ensuring the Yorb client experience is consistent, seamless, and proactively managed across client interactions.

The Opportunity

With this newly created role, you will act as a key connector across Client Experience, Client Value, Innovation, Security, Core Services, and Corporate Services, helping teams collaborate well, stay aligned, and deliver strong outcomes for clients.

You will champion a culture of customer advocacy, ensuring client outcomes remain at the centre of decision-making, technical delivery, and service improvement activities. You will also lead a mindset of continuous improvement, helping the team identify opportunities to improve quality, efficiency, client experience, and operational performance.

You will:

• Keep the end-to-end flow of work visible, connected, and moving
• Support service momentum by ensuring work progresses smoothly across teams
• Create clarity around ownership, priorities, and next steps
• Coordinate cross-team collaboration so priorities, dependencies, and next steps are clear
• Ensure the right work happens at the right time, by the right people
• Advocate for the client experience by helping teams stay connected to client needs, commitments, and outcomes
• Foster a culture where every team member takes ownership of client outcomes, advocates for the client experience, and actively contributes ideas that improve the way we deliver services
• Use operational insights to improve efficiency, accuracy, and service delivery.

What Success Looks Like

You'll know you're succeeding when work moves smoothly across the business, with clear ownership, aligned priorities, and strong momentum. Teams are connected, handovers are seamless, and the right work is progressing at the right time, with roadblocks identified early and quickly resolved. You’ll be the connector and through your influence and coordination, teams stay aligned, barriers are removed, and great client outcomes are achieved.

Your impact extends beyond workflow, directly shaping how clients experience Yorb. Clients will experience Yorb as responsive, organised, and easy to do business with. While much of your work happens behind the scenes, Clients feel the impact through consistent, reliable delivery, clear communication, and confidence Yorb is looking after what matters most to them.

About You

You're someone who gets satisfaction from seeing teams work well together, clients well represented, and outcomes delivered smoothly. You build strong relationships, enjoy collaborating across the business, and take pride in helping others stay connected to what matters most for clients.

You naturally put yourself in the client's shoes, holding yourself and those around you to high standards to ensure every interaction and outcome reflects the experience we want clients to have.

You demonstrate:

• Proven experience overseeing or coordinating workflow across multiple teams, ensuring work moves predictably and without friction
• Strong operational awareness, with a clear understanding of how service, delivery, and client outcomes connect end-to-end
• Experience working with service management platforms (e.g. ConnectWise or similar), including maintaining data quality, workflow structure, and reporting
• A structured, methodical approach to managing work at volume, with the ability to prioritise, sequence, and maintain momentum across competing demands
• A proactive ability to spot opportunities for better alignment, clearer communication, and stronger client outcomes across teams
• Strong communication and influencing skills, enabling you to align people and create clarity without direct authority over delivery
• Experience working across multiple functions, with the ability to balance priorities and manage dependencies to keep work moving
• High attention to detail across tickets, workflow data, service records, and invoicing alignment
• Commercial awareness, with an understanding of how service delivery, client commitments, and billing outcomes link together
• A proactive, improvement-focused mindset, with experience contributing to process optimisation, workflow improvements, or operational efficiency initiatives.

Why Yorb?

At Yorb, we help organisations unlock their potential through technology, but technology is not the destination. Delivering meaningful business outcomes is.

This role sits at the centre of how work flows across the business. You will help create the clarity, structure, and rhythm that enables consistent client outcomes and supports a strong service culture.

At Yorb:

• Your work will be visible, practical, and directly connected to client experience
• You will help teams stay aligned, focused, and clear on what matters most
• You will play an important role in improving how service delivery flows across the business
• You will be part of a collaborative, values-led environment where clarity, ownership, and continuous improvement are valued.

Interested?

If you are motivated by bringing teams together, advocating for great client outcomes, and helping work move with clarity and momentum, we would love to talk. Apply now.