Client Experience Coordinator

About the role

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.