Client Service Coordinator

The Client Services Coordinator supports the Client Services team in delivering outstanding client experiences by managing documentation, scheduling, and internal follow-ups. This entry-level role provides vital administrative support, helping the team maintain accurate records, coordinate meetings, and prepare materials for client communication. The Coordinator is essential in ensuring operational consistency across client accounts.

Responsibilities

Client Strategy & Relationship Management

• Provides day-to-day support across Tier 1–3 accounts by coordinating communications, documentation, and scheduling.
• Supports Managers and Senior Managers with timely and accurate tracking of project actions and client requests.
• Ensures that project documents, call notes, and meeting agendas are well prepared and client-ready.

Account Growth & Commercial Development

• Supports client-facing team members by compiling historic scope and delivery data to inform renewal or upsell discussions.
• Maintains reference documents and logs to help team track engagement history and opportunity timelines.
• Assists in follow-ups to nurture ongoing client conversations post-delivery.

Client Delivery Governance

• Tracks delivery milestones in CRM tools and project boards (e.g., HubSpot, Monday.com), ensuring all updates are current.
• Logs client feedback rounds and supports content upload or review logistics.
• Helps prepare client-facing decks, recaps, or handover notes for internal use.

Cross-Functional Collaboration

• Works closely with PMs to ensure project schedules, meetings, and updates are clearly communicated.
• Coordinates with BD on contact records and helps align notes between teams.
• Flags recurring questions or delivery themes for discussion in team reviews.

Team Leadership & Capability Development

• Participates in team meetings and internal knowledge-sharing sessions.
• Seeks out learning opportunities from senior team members and proactively upskills in tools and workflows.

Process & Tools Optimisation

• Keeps CRM and shared documentation up to date.
• Identifies repetitive tasks that could benefit from process improvements or templating.
• Helps test new tools and SOP updates as they roll out across the department.

Reporting, Feedback & Escalation Management

• Maintains contact logs, activity trackers, and supports NPS/feedback survey rollouts.
• Alerts team leads if a client hasn’t received key updates or requires a follow-up.
• Compiles inputs for team reporting dashboards and post-project summaries.

Hiring & Onboarding

• Assists in onboarding new Coordinators by walking them through systems, shared files, and daily task flows.
• Shares learnings, tips, and process notes to improve future onboarding cycles.

Requirements

• 1–2 years in admin, coordination, or client service support
• Experience working in a fast-paced agency or studio environment
• Excellent organizational and task management skills
• Strong written communication
• Basic knowledge of CRM or documentation tools
• Ability to take accurate notes and follow up independently
• Detail-oriented and proactive mindset
• Comfortable juggling multiple internal and client-facing tasks
• Strong team collaboration skills
• Bachelor’s degree or relevant experience preferred

Benefits

• Salary: $50 to 65k per annum depending on experience
• Bonus Scheme: based on annual company performance
• Retirement Plan (401k)
• Health Care Plan (Medical, Dental & Vision)
• Gym membership
• Fantastic office environment in a nice location