Client Relationship & Operations Coordinator

Pocket Intelligence Limited is a fast-growing Bristol-based hospitality tech provider. Through our platform, PocketPOS, we supply restaurants and takeaways across the UK with point-of-sale systems, online ordering, kiosks, and digital ordering solutions.

Role Overview

We are looking for a proactive, organized, and customer-centric Client Relationship & Operations Coordinator to manage client accounts, coordinate system rollouts, and ensure smooth day-to-day operations.

In this role, you will be the main point of contact for our hospitality clients—troubleshooting day-to-day issues, onboarding new merchants, handling administrative follow-ups, and managing overdue accounts. Because the hospitality sector operates outside standard 9-to-5 business hours, flexibility regarding working hours and support coverage is essential.

Key Responsibilities

• Client Relationship Management: Act as the primary point of contact for restaurant and takeaway clients, resolving service queries promptly and maintaining strong long-term relationships.
• Project & Rollout Coordination: Manage end-to-end onboarding and deployment of POS hardware, online ordering setups, and feature updates for new and existing clients.
• Issue Resolution: Handle first-line client troubleshooting for software setups, menu updates, and operational queries, escalating technical bugs to the development team when necessary.
• Account Administration & Credit Control: Monitor client accounts, track payments, and actively chase overdue invoices and billing discrepancies.
• Operational Flexibility: Provide flexible support coverage aligned with hospitality trading patterns, including peak dining periods and scheduled weekend or evening check-ins where required.
• Documentation & Data Maintenance: Keep internal CRM records, onboarding checklists, and client profiles structured and up to date.

Requirements & Qualifications

• Customer Service / Account Handling: Proven experience in client-facing support, account management, or hospitality operations.
• Working Flexibility: Ability to adapt working hours to suit hospitality operational demands.
• Administrative Skills: Strong organizational abilities with experience in project tracking, task prioritization, and basic invoicing/credit control.
• Communication: Clear verbal and written English communication skills; comfortable handling challenging client conversations with empathy and firmness.
• Right to Work: Valid UK Right to Work is strictly required (No visa sponsorship provided).

Desirable (Preferred, not essential):

• Fluency in Mandarin or Cantonese (to support our multilingual merchant base).
• Full UK Driving Licence.
• Previous experience in the restaurant, takeaway, or SaaS/EPOS industries.

Benefits

• Hybrid working model (3 days office in Bristol / 2 days remote).
• Performance-related bonuses.
• Additional paid leave allowance.
• Gym membership.
• Free on-site parking.

职位名称： 客户关系与运营协调员 (Client Relationship & Operations Coordinator)

工作地点： 布里斯托（混合办公模式：每周 3 天办公室，2 天居家）

薪资待遇： 年薪 £26,000 – £32,000 + 绩效奖金

工作性质： 全职，永久合同（Full-time, Permanent）

关于我们

Pocket Intelligence Limited 是一家位于布里斯托的快速发展型餐饮科技公司。我们通过旗下 PocketPOS 平台，为全英范围内的餐厅和外卖店提供数字化解决方案，包括智能收银（EPOS）系统、在线点餐、自助点餐机及扫码点餐服务。

职位概述

我们正在寻找一位积极主动、条理清晰且注重客户体验的客户关系与运营协调员，负责维护客户关系、协调项目上线交付并保障日常运营的高效运转。

在该职位中，您将成为我们餐饮客户的核心对接人——负责解决日常使用问题、新店系统上线、行政跟进以及催收逾期账款。鉴于餐饮行业在非传统工作时间运转活跃，您需要具备根据行业特点调整工作时间的灵活性。

主要职责

• 客户关系维护： 作为餐厅和外卖店客户的主要联系人，快速响应并处理客户咨询，维护良好的长期合作关系。
• 项目上线协调： 统筹新老客户的系统部署、硬件配置、在线点单设置及功能更新，确保顺利上线交付。
• 问题快速响应： 处理软件配置、菜单更新及操作流程等基础问题；对复杂技术故障进行分类并对接技术团队跟进。
• 账务管理与催收： 监控客户账户状态与付款进度，跟进并催收逾期账单，核对发票及账务差异。
• 运营灵活性配合： 根据餐饮行业运营周期灵活调整支持时间，能够配合行业高峰期或轮值支持。
• 行政与文档管理： 维护内部 CRM 系统数据、上线核对清单及客户档案，确保记录准确完整。

任职要求

• 客户沟通与服务经验： 具备面向客户的服务、账户管理或餐饮行业运营相关工作经验。
• 工作时间灵活性： 能够适应餐饮行业特殊作息安排与灵活的工作时间需求。
• 行政与协调能力： 具备出色的组织能力，能高效推进项目进度并处理基础账目跟进。
• 沟通表达： 具备良好的英语听说读写能力，能够以清晰、得体且高效的方式与客户沟通。
• 工作许可： 必须具备合法的英国工作权利（本项目不提供英国工作签证担保）。

加分项（优先考虑但非必须）：

• 能够使用普通话或粤语流畅沟通（方便对接多元化商户群体）。
• 持有有效的英国驾照。
• 具有餐饮、外卖店或 SaaS/EPOS 行业背景者优先。

福利待遇

• 混合办公制度（每周 3 天布里斯托办公室，2 天居家）。
• 业务绩效奖金。
• 额外带薪年假。
• 健身房会员。
• 免费公司停车位。

Job Types: Full-time, Permanent

Pay: £26,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Gym membership
• On-site parking
• Sick pay
• Work from home

Application question(s):

• Do you current own a car?
• Please tell me what language you can speak other than english.

Experience:

• IT support: 1 year (preferred)
• Customer service: 1 year (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: Hybrid remote in Bristol BS4 1ET