Client Experience Coordinator

Loch is a unique team of Solicitors and People Professionals, committed to providing an exceptional experience for every client from the very first interaction. We believe that the right people make all the difference - and that’s where you come in!

Are you passionate about delivering exceptional client experiences?

As a Client Experience Coordinator, you are responsible for delivering a warm, professional, and seamless onboarding experience for new clients. Acting as the first point of contact, you will take ownership of the client journey from initial enquiry through to introduction to the relevant fee earner, ensuring every interaction reflects our commitment to exceptional client care.

This role requires a confident, organised, and proactive individual who can communicate clearly and coordinate information effectively.

Key Responsibilities:

• Support the smooth running of the Eastbourne office, including booking meeting rooms, coordinating visitor arrangements and maintaining a professional and welcoming environment
• Monitor and maintain office supplies, equipment and facilities, liaising with external suppliers where required
• Provide administrative support to the Eastbourne Partner and wider team, including document preparation, dictation, diary management and general administrative tasks
• Welcome clients and visitors to the office, ensuring they receive a positive and professional experience
• Act as a professional first point of contact, responding to telephone and email enquiries in a friendly, welcoming and helpful manner
• Manage the end-to-end client onboarding process, acting as the first point of contact, guiding clients from initial enquiry through to engagement and handover to the relevant fee earner, and maintaining clear, proactive communication throughout
• Prepare Terms of Business documentation and coordinate the collection of required information, identification, and payments
• Liaise effectively with fee earners to ensure new matters are opened accurately and efficiently
• Maintain accurate and up-to-date client files and records in internal systems
• Support matter administration in line with internal processes
• Contribute to ad hoc projects and initiatives as needed
• Uphold Loch’s values and commitment to exceptional client service in all interactions

Skills and Experience Required

• Warm and welcoming telephone manner
• Strong organisational skills with excellent attention to detail
• Excellent written and verbal communication skills, with a confident and professional manner
• Ability to manage multiple tasks simultaneously and work effectively under pressure
• A proactive, positive attitude with a willingness to learn and develop
• Comfortable working independently while also contributing as part of a collaborative team

What’s in it for You:

• Competitive Salary: With a performance bonus and exciting Above & Beyond Awards to recognise your hard work.
• Great Benefits: From private medical insurance to life insurance, a healthcare cash plan, and even your birthday off, we’ve got you covered.
• Professional Growth: Continuous development and the chance to build a career with a growing Firm.
• Culture: Regular team social events, a ‘Dress for the Day’ dress code, a welcoming office culture where your contributions are celebrated.

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Benefits:

• Company pension
• Enhanced maternity leave
• Life insurance
• Private medical insurance
• Referral programme